Manager, Electronic Payment Strategy & Operations at Quench USA – King of Prussia, Pennsylvania

Primary Responsibilities

Electronic Payment Strategy & Operational Oversight

Make operational decisions regarding payment portals that ensure accuracy, cost efficiency, and seamless customer payment experience.

Drives adoption and utilization of autopay and Quench’s portal, including hosted pay pages, payment links in invoices and promoting reduced customer payment friction.

Oversee decline recovery and chargeback resolution, ensuring timely handling and achievement of targeted KPIs.

Manage day-to-day processing, monitoring, and reconciliation of electronic payments across various vendor portals and internal platforms e.g. Zuora, Stripe, Visa, ACH, and related banking platforms.

Vendor & Partner Management

Serve as the primary operational liaison for payment vendors Visa, Stripe, banks, and related partners e.g. Ariba, Coupa, Bill.com etc.

Manage service levels, coordinate issue resolution, and oversee QA and testing activities related to payment processing.

Support payment platform enhancements, interfaces, and other related technology changes.

Customer Experience & Cross Functional Collaboration

Prioritize customer centric problem solving within all payment operations.

Partner with Cash Applications, Collections, Billing, IT, and Support teams to resolve systemic issues and improve the end-to-end payment journey.

Contribute to broader AR and organizational initiatives aligned with Culligan Quench’s mission and growth.

Process Optimization, Controls, and Risk Management

Assess existing processes for inefficiencies; lead process redesign efforts using continuous improvement principles.

Maintain and strengthen payment controls, safeguard customer financial data, and uphold departmental safety/soundness standards.

Monitor risk indicators and implement early warning controls to mitigate financial exposure.

Analytics, Reporting & Insights

Build automated reporting tools and dashboards to track payment performance, decline trends, settlement activity, and operational risks.

Deliver insights and recommendations to senior leadership that support strategic decision making and long-term improvements.

Maintain data accuracy, documentation standards, and audit ready reporting.

People Leadership & Team Management

Build, lead, coach, and develop a team focused on electronic payment workflows and high-quality operational performance for the US Direct business.

Establish performance expectations, conduct regular feedback sessions, and ensure organizational adherence to internal controls and compliance standards.

Allocate work, manage workload distribution, and foster a culture of continuous improvement.

Required Qualifications

Education: Bachelor's degree in finance, Accounting, Business Administration, or related field; or equivalent relevant experience.

Experience:

5+ years of experience in electronic payments, AR operations, or financial operations within a US-based environment.

2+ years of people management or team leadership experience.

Hands-on experience with vendor portals e.g. Ariba, Coupa, Bill.com and payment process vendors e.g. Stripe, Visa, Zuora, ACH platforms, or comparable systems.

Technical Skills: Advanced proficiency in Excel and strong working knowledge of data reporting tools (Looker, Power BI, or similar).

Competencies:

Strong analytical and problem-solving capability

Operational discipline and attention to detail

Ability to manage high volume, time sensitive workflows

Excellent communication and cross functional collaboration skills

Demonstrated ability to implement process improvements and maintain controls

Preferred Skills/Experience:

Experience with chargeback management, payment declines, settlement processes, and reconciliation.

Knowledge of US financial regulatory rules (card network regulations, NACHA rules).

Experience working in a subscription-based or recurring revenue environment.

Familiarity with cash positioning or cash forecasting processes in a corporate setting.