Payments Manager

The Opportunity 🚀

You'll report to our Director, Payments, while supporting Carrot’s existing members and internal business partners to ensure the best possible experience. You will be responsible for leading a team of Claims Processors to ensure Carrot members receive timely, accurate claims adjudication and an excellent service experience. You will be accountable for SLA’s and quality performance of your direct reports, coaching/developing your team, queue management,  identifying process improvements and partnering cross‑functionally (e.g., Product, Analytics, Member Support, Finance) to improve Payments operations. Additionally, you will help to develop Member Success strategies and best practices for serving our members while supporting the growth of our team. This role requires a customer-centric, tech-savvy, process-oriented person with superb communication skills and an interest in furthering Carrot’s mission of affordable and accessible fertility and family forming care for all. 

What You’ll Own 💼

In this role, you will:

• Manage a team of Claims Processors and/or Senior Claims Processors, including hiring, onboarding, training, performance management, and career development.
• Foster a culture that is member‑centric, empathetic, collaborative, and aligned with Carrot’s mission of affordable and accessible fertility and family‑forming care for all.
• Own day‑to‑day management of the Payments queues (e.g., reimbursements, on‑call), including triaging work, assigning claims, and monitoring volume to meet SLAs and productivity targets.
• Serve as a line of defense for complex member and customer escalations, partnering with Payments Lead and cross‑functional teams as needed.
• Review and interpret team‑level KPIs (CSAT, QA, productivity, aging inventory) and communicate performance trends, risks, and mitigation plans to senior Payments leadership.
• Collaborate with internal stakeholders (e.g., Customer Success, Sales, Finance, Legal) to support new customer launches and address client‑specific nuances in claims processing.
• Support onboarding and continuous training programs for new and existing team members, often in collaboration with Payments Leads and QA.
• Identify trends in QA results, escalations, and operational data to surface process and product improvement opportunities. Partner with leadership and key stakeholders to drive solutions.
• Provide continuous feedback to leadership on how to improve both the member experience and team experience while contributing to product development based on insights gathered from member interactions and team feedback.
• Be available to work in office in Des Moines, Iowa Monday through Friday 11:00 AM - 8:00 PM CT 
  

What Success Looks Like  📈

In your first 12–18 months, you will have:

• Built trust with your team and established a consistent, member-centered approach to coaching, feedback, and development.
• Created strong operating rhythms for queue management, escalations, staffing, and performance tracking.
• Improved team performance across service levels, quality, productivity, and member satisfaction.
• Identified and implemented process improvements in partnership with Payments and cross-functional teams.
• Helped strengthen onboarding, training, documentation, and best practices so the Payments team can scale effectively.

About You ✨

You likely have:

• Bachelor’s degree required
• Minimum of 3-5 years of relevant experience in people management for claims processing, payments operations, or a related operations / support function.
• Available to work Monday–Friday between 11AM–8PM CT, with flexibility to support coverage needs across shifts as required for the team.
• Effectively execute on meeting and managing to SLAs and KPIs in a fast‑paced, high‑volume environment; comfortable using data to drive decisions.
• Demonstrated experience mentoring or leading others (e.g., as a senior/lead/acting lead), with strong coaching skills and a track record of elevating team performance.
• Adaptable to a fast‑changing environment; able to quickly learn, retain, and apply new information essential to supporting members and teammates.
• Clear, empathetic communicator with excellent written and verbal communication skills and a strong customer‑centric mindset.
• Proficient with common business tools used by Payments (e.g., Jira, Confluence, Zendesk, Airtable, G‑Suite, Stripe, Tableau or similar analytics tools).
• Passionate about delighting members and improving their overall Carrot experience.
• Enthusiastic about Carrot Fertility’s mission and eager to join a collaborative, friendly, and dynamic team.

Nice to Have ⭐

While not required, we would be especially excited if you bring:

• Extensive knowledge of insurance regulations and industry best practices, including fertility and family-forming benefits or complex claims adjudication.
• Proficiency and comfort using business tools (e.g., Jira, Confluence, Zendesk, Airtable, G-Suite).
• Multilingual skills or experience supporting diverse, global member populations.

Why This Role Matters 🧡

As a Payments Manager, you’ll play a critical role in shaping the experience our members have at Carrot. You’ll lead a team that ensures claims are handled accurately, efficiently, and with care — helping members get the support they need at meaningful moments in their journey while building a strong, high-performing team around you.

This role also gives you the opportunity to make a real operational impact. You’ll partner across the business to improve processes, strengthen service quality, and help scale a team that keeps pace with Carrot’s growth — all while contributing to a mission that makes fertility and family-forming care more accessible for everyone.

Interview Process 🤝

We believe in a thoughtful and transparent interview process designed to create alignment for both candidates and our team.

For this role, candidates can expect:

1. Recruiter Screen — 30 minutes
2. Hiring Manager Interview — 30–45 minutes
3. Cross-Functional Panel Interviews — 45 minutes
4. Executive Leadership Conversation — 30 minutes

Throughout the process, we will share additional context about the team, business priorities, customer landscape, and what success looks like in this role.

Why Candidates Join Carrot 🌍

Carrot offers the opportunity to do meaningful work in service of a deeply human mission.

Highlights include:

• A mission-driven company focused on expanding access to fertility and family-forming care globally.
• A high-growth environment where leaders are empowered to shape strategy and drive impact.
• Competitive compensation, equity, and comprehensive benefits.
• Flexible Time Off and a culture that actively encourages employees to recharge.
• Comprehensive parental leave and family-forming benefits.
• A collaborative, inclusive, and values-driven culture.
• The opportunity to work alongside passionate, thoughtful teammates committed to improving healthcare outcomes worldwide.

Compensation  💰

Carrot offers a holistic Total Rewards package designed to support our employees in all aspects of their life inside and outside of work, including health and wellness benefits, retirement savings plans, short- and long-term incentives, parental leave, family-forming assistance, and a competitive compensation package. The starting base salary for this position will range from $100,000.00 - $120,000.00. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience. 

Fraud and Security Notice: Please note that all communication regarding job opportunities at Carrot will come exclusively from an @get-carrot.com email address. If you receive messages from any other domain, please disregard them and report the incident to: [email protected]

A Note on AI

At Carrot, we believe AI can help us work smarter, move faster, and create more meaningful experiences for our members, customers, and each other. While not every role requires deep technical AI expertise, we value people who are curious, eager to learn, and excited to thoughtfully incorporate AI into their day-to-day work.

For some roles, AI fluency is a core requirement—and we'll call that out clearly in the qualifications. For everyone else, we're looking for people who embrace new ways of working, use AI responsibly to improve quality and efficiency, and continue to learn as the technology evolves.