Sales Development & Operations Manager

Scratchpay; Pasadena (CA); On-site; USD 120,000 - 140,000; Full time

Benefits offered by this job

Unlimited PTO

Healthcare coverage

401(k) matching

Equity program

Cell plan reimbursement

Monthly recognition

Job summary

Scratch is hiring a Sales Development & Operations Manager to drive early engagement with our Scratch Checkout solution from its Pasadena HQ. You will build and lead a high-performing SDR team, shape outbound strategies, and collaborate with Account Executives to maximize demos and pipeline growth.

The role requires a track record in sales leadership, strategic partnerships, and data-driven coaching. A matrixed environment experience and FinTech/HCIT exposure are a plus for this position.

Qualifications

• 5+ years of sales experience with 2+ years leading high-performing business development teams.
• Extensive knowledge of business development strategies and best practices.
• Experience identifying and cultivating strategic partnerships and opportunities for business expansion.
• Proven track record of driving revenue growth and achieving objectives.
• Ability to communicate value propositions to healthcare professionals and other audiences.
• Strong analytical skills to assess market trends and customer needs.
• Willingness to learn and teach others in a fast-paced environment.
• Experience working in a matrixed organization is a plus.
• FinTech/HCIT or similarly regulated industries experience preferred.

Responsibilities

• Lead a team of Sales Development Representatives focused on early customer outreach and pipeline generation.
• Implement scalable outbound strategies using phone and email touchpoints.
• Set KPIs and performance standards; review data and coaching opportunities.
• Partner with Account Executives to align ICP and lead handoff processes.
• Collaborate with RevOps, Product, and Marketing to improve lead flow and CRM hygiene.
• Launch and manage onboarding and ongoing development for SDRs to accelerate ramp time.
• Run weekly team meetings and pipeline reviews to maintain accountability and collaboration.
• Incorporate player/coach moments when business needs require it.
• Report on SDR performance, pipeline health, and demo contributions to leadership.

Skills

Sales leadership

Team development

Business development

Cross-functional teamwork

Communication

Analytical thinking

Strategic partnerships

Goal orientation

HVY regulated industries

Job description

About this position

Who We Are

Scratch Financial (“Scratch”) is a late stage venture-backed financial technology business based in Pasadena, California. At Scratch, everything starts and ends with our mission: being the payment partner of choice for veterinary practices and helping pet parents access the care their animals need without financial barriers. Driven by our award-winning technology, Scratch has become the fastest growing financing provider in veterinary care, with a partner network of 15,000+ practices across the U.S. and Canada.

Scratch has 2 main products:

• Scratch Pay: Point-of-sale client facing lending, including a BNPL offering and longer-term payment plans
• Scratch Checkout: Payment processing that is integrated with the veterinary practice management software

We are a company built on the foundation of transforming the way pet healthcare payments are done, and we are looking for innovators who share our commitment to shaping the future of veterinary care financing. If putting compassion first, helping tell the story of groundbreaking products and continuously learning & refining to achieve exceptional outcomes sounds like you, then we encourage you to apply.

Position Overview

Scratch is hiring a Sales Development & Operations Manager to drive early engagement with our Scratch Checkout payment processing solution. The ideal candidate for this role should be hyper-focused on team development and enablement, experienced in building high-performing teams and energized about the role that exceptional financial technology solutions can play in improving healthcare.

What You'll Do

• Reporting to Scratch’s Director of Sales, this role will be responsible for leading a team of Sales Development Representatives, focused on early customer outreach and engagement with the goal of developing a strong pipeline of high-quality demos in partnership with our team of Account Executives.
• Implement scalable outreach strategies, leveraging phone and email touchpoints to maximize engagement across outbound prospects.
• Establish clear KPIs and performance standards, utilizing data and call reviews to assess SDR effectiveness and identify coaching opportunities.
• Partner closely with Account Executives to align on ICP, outreach priorities, lead handoff process, and overall pipeline generation strategy.
• Collaborate with RevOps, Product, and Marketing to improve lead flow quality, conversion rates, and CRM hygiene across the SDR funnel.
• Launch and manage a structured onboarding and continuous development program for SDRs to accelerate ramp time and support long-term career progression.
• Run weekly team meetings and pipeline reviews, fostering an accountable, collaborative, and competitive team culture.
• Hop into player/coach mode when business needs require it.
• Regularly report on SDR performance metrics, pipeline health, and demo contribution to broader sales leadership and stakeholders.
• Identify process gaps, tooling needs, and automation opportunities to increase efficiency and productivity.

What We Are Looking For

• Extensive knowledge and understanding of business development strategies and best practices.
• Experience in identifying and cultivating strategic partnerships and opportunities for business expansion.
• Results-orientation with a demonstrated commitment to achieving and exceeding business objectives.
• A track record of delivering measurable business outcomes and driving revenue growth - ability to hop in as a player/coach when needed to hit team goals.
• Ability to effectively communicate the value proposition of our financial technology solutions to healthcare professionals and other target audiences.
• Strong analytical skills to assess market trends, competitor activities, and customer needs to inform strategic decisions.
• Continuous learning mindset and a passion for teaching others.
• Minimum of 5 years of sales experience with 2+ years leading high-performing business development teams.
• Ability to work collaboratively in cross-functional teams
• Excellent problem-solving skills and attention to detail.
• Experience working in a matrixed organization structure is a plus.
• Experience working in FinTech, HCIT or similarly regulated industries preferred.

What You Can Expect From Our Process

While these steps may vary slightly from role to role, we aim for a well-rounded interview approach for all involved.

• A quick chat with People Ops (HR): To ensure logistics and team fit make sense from both sides.
• Hiring Manager Interview: To dive deeper into your experience, fit for the role, and answer any questions you have about the team.
• Panel Style Interview/Presentation or Live Coding (Tech roles): A practical exercise to showcase your skills and approach with a cross-functional panel.
• Executive-Level Interviews & Reference Checks: A chance for you to meet our leaders, discuss big-picture alignment, and introduce us to your professional references.
• In-Person Connection: We include an in-person visit at our Pasadena HQ, either as a final interview step or during your first week of onboarding, so we can connect face-to-face right from the start!

Why You'll Love Working Here

• Competitive base salary ranging from $120,000 - $140,000 and OTE of $160,000 - $180,000 + equity

While Scratch supports remote work for most roles, we believe the secret sauce to our team culture is meaningful connection and close collaboration. For those nearby or visiting, our Pasadena office is fully open and stocked with snacks and drinks for hybrid work. We also bring the whole company together each year for Hub Day, our annual onsite where everyone gathers in person to bond, align, and celebrate our wins together!

Alongside our collaborative team environment, we offer unlimited PTO, covered healthcare, flex benefits, 401(k) matching, cell plan reimbursement, monthly recognition opportunities, continuous learning resources, an equity retention program, and generous parental leave!

*Our team will ONLY contact you from the domain @scratchpay.com or @ats.rippling.com

Our Commitment

We’re innovators who care deeply about the lives of pets, their owners, and veterinary professionals. We believe diversity strengthens our team and drives better solutions.

Scratch is committed to diversity in its workforce and is proud to be an equal opportunity employer. Scratch considers qualified applicants without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, marital status, pregnancy, sex, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.