Senior Manager of Operations

AutoPayPlus; Orlando (FL); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

401(k) with employer matching

Company-paid health insurance

Life insurance

Disability insurance

Generous paid time off

Paid holidays and sick leave

Casual dress code

Team-oriented environment

Daily snacks and weekly team meals

Company events and year-end party

Job summary

AutoPayPlus in Orlando seeks an experienced Senior Manager of Operations to lead daily operations, develop frontline leaders, and translate business priorities into reliable results. You will leverage data to close performance gaps, optimize workflows, and ensure teams have tools, training, and support to succeed.

The ideal candidate combines strong people management with analytical judgment and a hands-on approach to performance improvement, reporting to the Senior Director of Operations.

Qualifications

• Bachelor’s degree in business administration, operations management, or equivalent professional experience.
• 8–10 years of progressive operations leadership experience, including direct people management.
• Strong analytical and problem-solving skills with data-driven decision making.
• Excellent communication and cross-functional collaboration abilities.

Responsibilities

• Lead daily operations to ensure efficient, compliant, and consistent service across channels.
• Translate strategies and EOS initiatives into actionable plans for frontline leaders and staff.
• Monitor metrics to identify trends, gaps, and improvement opportunities; drive productivity and service quality.
• Coach and develop supervisors and team leaders; manage onboarding and leadership development.

Skills

Leadership

Analytical thinking

Communication

CRM tools

Problem solving

Education

Bachelor's degree in business administration

Tools

CRM systems

Reporting platforms

Job description

AutoPayPlus was named a 2026 Orlando Top Workplaces winner by Orlando Sentinel Media Group

AutoPayPlus (APP) is a growing fintech company dedicated to improving the financial lives of everyday consumers. Since 2003, we’ve served more than 250,000 members and processed over $5.65 billion in loan payments through long-standing partnerships nationwide.

Our mission is simple: help our members budget better, protect their credit, and become debt-free faster.

We’re proud to have been recognized by the Orlando Business Journal as one of the Best Places to Work and continue to grow year over year, creating opportunities for our team and business.

Why Join AutoPayPlus?

• Established company with more than 20 years of success
• Growing fintech environment with opportunities to make a meaningful impact
• Collaborative, team-oriented culture
• Commitment to doing the right thing for our members, partners, and employees
• Leadership opportunity to develop people, improve processes, and strengthen member service
• Ability to help shape operational performance and support continued business growth

Position Overview

The Senior Manager of Operations leads daily operations, develops frontline leaders, and turns business priorities into consistent results. Reporting to the Senior Director of Operations, this role oversees supervisors and team leaders while driving productivity, service quality, accountability, and member satisfaction.

You will use operational data to identify performance gaps, improve workflows, and ensure teams have the tools, training, and support to succeed. You will also partner with HR, Compliance, Training, Development, and other departments to implement business initiatives and maintain effective operational practices.

The ideal candidate is an experienced operations leader who combines strong people management with analytical judgment and a hands-on approach to improving performance.

What You’ll Do

Operational Leadership and Performance

• Lead daily operations to support efficient, compliant, and consistent service across channels.
• Translate departmental strategies and EOS initiatives into actionable plans for frontline leaders and employees.
• Monitor operational metrics to identify trends, performance gaps, and improvement opportunities.
• Implement process improvements that strengthen productivity, service quality, and operational consistency.

Team Leadership and Development

• Directly manage supervisors and team leaders, establishing clear expectations and accountability.
• Coach and mentor leaders to improve team performance, engagement, and professional growth.
• Address performance concerns through timely feedback, corrective guidance, and follow-through.
• Support new leader onboarding, training initiatives, and leadership development.
• Build a culture centered on teamwork, continuous improvement, and member service.

Cross-Functional Collaboration

• Partner with HR, Compliance, Training, Development, Special Projects, and other departments to align operational execution with business priorities.
• Participate in project planning, system rollouts, and process changes.
• Prepare frontline teams for new initiatives and support effective adoption.
• Communicate operational needs, priorities, and implementation timelines across departments.

Quality, Risk and Compliance

• Reinforce quality assurance processes, service standards, and established procedures.
• Identify and address compliance gaps, performance risks, and workflow inconsistencies.
• Partner with Compliance and Training to strengthen employee understanding of regulatory requirements and service protocols.
• Follow through on corrective actions and monitor results.

Staffing and Resource Management

• Assist with operational budgets, staffing plans, and resource forecasts.
• Optimize workforce scheduling and deployment to balance service levels, productivity, and employee needs.
• Monitor overtime, staffing utilization, and operational expenses.
• Recommend resource adjustments based on workload and performance trends.

Member Experience

• Monitor member satisfaction and service performance metrics.
• Improve frontline processes to strengthen issue resolution and the overall member experience.
• Reinforce a service culture grounded in empathy, accuracy, and efficiency.

What We’re Looking For

• Bachelor’s degree in business administration, operations management, or equivalent professional experience.
• 8–10 years of progressive operations leadership experience, including direct people management.
• Demonstrated success leading mid-sized to large operational teams and implementing performance improvement programs.
• Strong coaching and leadership skills, with a focus on engagement, development, and accountability.
• Strong analytical and problem-solving skills, including the ability to use data to guide decisions.
• Effective communication skills and experience collaborating across departments.
• Experience with quality assurance, compliance oversight, and service improvement.
• Proficiency with operational systems, CRM tools, and reporting platforms.
• Ability to manage competing priorities in a fast-paced environment.
• Commitment to continuous improvement and workforce development.
• Ability to work onsite in Orlando and provide remote operational support one weekend per month as required.

Preferred Qualifications

• Experience in financial services operations.
• Familiarity with lending, ACH, or debit payment processing.

Benefits & Perks

• 401(k) with employer matching
• 100% company-paid health, dental, and vision insurance for employee coverage
• Life insurance
• Short- and long-term disability
• Generous paid time off
• Paid holidays and sick leave
• Casual dress code
• Team-oriented work environment
• Daily snacks and weekly team breakfasts
• Company-sponsored events and end-of-year celebration

Equal Opportunity Employer

AutoPayPlus is committed to a diverse and inclusive workplace. We are proud to be an equal opportunity employer and evaluate qualified candidates based on demonstrated skills and experience relevant to the role.