Manager, Payments

The Manager, Payments role at Carrot is a remote position reporting to the Director of Payments. The manager leads a team of Claims Processors, overseeing hiring, training, performance, and career development while ensuring timely, accurate claim adjudication and high service quality. Responsibilities include queue management, SLA compliance, KPI monitoring, escalation handling, and cross‑functional collaboration with Product, Analytics, Member Support, Finance, and Legal to improve payment operations and member experience. The role emphasizes a customer‑centric, process‑oriented culture and continuous improvement of both team and member outcomes.

Key details

• Manages a team of Claims Processors and Senior Claims Processors
• Ensures SLA compliance and quality performance
• Handles queue management and escalation resolution
• Collaborates with Product, Analytics, Member Support, Finance, and Legal
• Focuses on continuous improvement of member and team experience