Director, Payments

The Role: 

As the Director of Payments, your contributions will be critical to supporting Carrot’s Payment team support for our diverse and global customers and their members, along with supporting Payments Managers and Claims Processors to success. You will be responsible for data driven decisions relative to performance indicators, expansion, and annual seasonality.   

The Team: 

As a leader, you’ll have the exciting opportunity to steer a diverse and inclusive team made up of full-time, part-time, agency/temporary workers, and consultants. You’ll be collaborating closely with our Director of Care Navigation, tapping into their expertise, and feeling right at home in the world of data analysis and manipulation.
In addition, you’ll partner with our VP of Member Success to streamline processes and ensure everything runs smoothly and consistently. Making informed decisions and optimizing outcomes will be a major part of your role.While also working closely with our Customer Experience Operations team, you’ll be driving operational efficiencies and taking the customer experience to the next level. Your leadership will extend beyond your team as you build strong partnerships with other members of the success leadership team and the customer success crew. Together, we’ll strive for nothing less than operational excellence and going above and beyond to exceed customer expectations.

Minimum Qualifications: 

• 5+ years of experience in healthcare, insurance or related SAAS technology leading a high growth team dedicated to service.

• Ability to work independently with little management or direction on routine duties or projects, minimal general instruction on new assignments.

• Experience implementing, growing, and scaling a service delivery model including but not limited to processing out of pocket reimbursements, HRA benefits, and other member submitted inquiries. 

• Requires extensive claims processing experience, people management, and organizational skills.

• Proven experience growing and scaling a large global team to offer omnichannel, multi-language, and multi-country support.

• Passion, experience, and/or genuine interest in the family-forming space.

• Established track record of exceeding targets, KPI’s, and Service Level Agreements (SLAs).

• Proven performance management and development skills.

• Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change within the company/team.

• Demonstrated ability to implement process enhancements and efficiencies including performance.

• Demonstrated business acumen, customer awareness, and ability to create value.

• Outstanding communication skills, both oral and written, ability to manage multiple business areas and people.

• Interacts with peers and managers on business and technical issues.

• Ability to oversee or direct functions, delegate work, and effectively negotiate issues with leadership.

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 $165,000 - $180,000. Actual compensation may vary from posted base salary depending on your confirmed job-related skills and experience.