Payment Operations Program Manager

title: payment operations program manager
status: exempt
reports to: director – payment operations
department: payment operations
job code: 11774
pay range: $77,500.00 – $85,000.00 annually

the payments program manager supports the payment servicing operations team in developing, managing, and enhancing payment programs. This role focuses on optimizing processes, managing vendors, coordinating projects, and analyzing key metrics to drive improvements in the member experience. The payments program manager works collaboratively across departments to implement initiatives that align with organizational goals.

• seek out process improvement opportunities identified through committees, business owners, project teams, and proactive discovery.
• review, analyze, and create detailed documentation of business unit needs, including workflows, program functions, and implementation schedules.
• build collaborative working relationships with other departments and service providers to develop best practices and continuous process improvements.
• leverage data to document and communicate unresolved defects for prioritization and elevate potential issues impacting system integrity.
• recommend business-level changes based on findings, including identifying best practices and industry solutions.
• provide detailed financial analysis to support decision-making across operations.
• lead cross‑departmental projects, guiding initiatives from concept to implementation, and ensuring alignment with business goals.
• serve as the liaison between operations and other teams to ensure cohesive planning and execution.
• create and maintain project schedules, monitor milestone completion, and provide timely reporting of impacting issues. Coordinate actions, resolve conflicts, document, and prioritize changes or enhancements.
• research new products, services, and equipment related to business needs. Conduct business surveys and analyze trends, products, and existing challenges in the industry.
• assist with testing and validating system enhancements and new features.

* must have strong organizational skills and possess sharp attention to detail.

• effective oral and written communication skills required to interact with credit union staff and management and complete technical analysis.
• ability to communicate with a wide variety of technical and non-technical audiences, internally and externally, through both written and verbal communication in technical and business terms as needed.
• must possess sufficient manual dexterity to skillfully operate a personal computer and other standard office equipment, such as multi-purpose copier and telephone.
• ability to work closely with peers and build strong partnerships with key stakeholders.
• effective analytical skills are required to prepare recommendations, perform analysis and accomplish other functions as listed.
• make sound decisions in the absence of detailed instructions.
• must have the ability to work on own initiative.
• must be able to work under tight deadlines.

• internal: all levels of staff and management.
• external: members, vendors, government agencies, other industry association and other financial institutions.

• education: bachelor’s degree in business administration, operations management, finance, or a related field preferred.

• experience:

• 5 years’ experience in payments, financial services, or related fields.

• 2 years’ experience with project research, business analytics, or program management.

• 2 years’ experience in supporting back‑office operations.

• knowledge / skills:

• strong oral and written communication skills, including presenting to groups and preparing detailed reports for senior management.

• well versed in reporting on operational kpi’s for example: transaction volumes, quality, service levels, productivity and unit cost.

• advanced organizational skills, including the ability to prioritize daily activities and multi‑task to complete high priority and time‑sensitive assignments and processes simultaneously.

• proficient in excel, including the use of…