Payments Manager – Claims & Member Experience

Pantera Capital; United States; Remote; USD 100,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation

Equity

Comprehensive benefits

Flexible Time Off

Job summary

Carrot is seeking a Payments Manager to lead a team of Claims Processors in Des Moines, IA, ensuring timely adjudication and excellent service while meeting SLAs. You will mentor staff, optimize queue management, and partner with cross‑functional teams to drive improvements in payments operations.

This role requires 3–5 years of people management, a Bachelor's degree, and availability 11:00 AM–8:00 PM CT. You’ll contribute to Carrot’s mission of affordable fertility and family‑forming care, with

Qualifications

• Bachelor’s degree required.
• Minimum of 3–5 years of people management experience in claims processing, payments operations, or related field.
• Available to work Monday–Friday 11AM–8PM CT with coverage flexibility.
• Proven ability to manage to SLAs and KPIs in a fast-paced environment.
• Strong coaching and mentoring track record.

Responsibilities

• Lead and develop a team of Claims Processors and Senior Claims Processors.
• Maintain a member-centric, empathetic, collaborative culture aligned with Carrot’s mission.
• Manage Payments queues, triage work, assign claims, and monitor volume to meet SLAs.
• Serve as a point of escalation for complex member and customer issues.
• Analyze team KPIs and communicate trends and risks to leadership.
• Collaborate cross-functionally with Product, Analytics, Member Support, and Finance.
• Oversee onboarding and ongoing training for team members.
• Identify QA trends and surface process improvements with cross-functional partners.
• Provide feedback to leadership to improve member and team experience.

Skills

People management

Coaching

Data-driven decisions

Communication

Jira

Confluence

Zendesk

Airtable

G-Suite

Stripe

Tableau

Education

Bachelor’s degree

Tools

Jira

Confluence

Zendesk

Airtable

G‑Suite

Stripe

Tableau

Job description

Carrot is seeking a Payments Manager to lead a team of Claims Processors in Des Moines, IA, ensuring timely adjudication and excellent service while meeting SLAs. You will mentor staff, optimize queue management, and partner with cross‑functional teams to drive improvements in payments operations.

This role requires 3–5 years of people management, a Bachelor's degree, and availability 11:00 AM–8:00 PM CT. You’ll contribute to Carrot’s mission of affordable fertility and family‑forming care, with