Manager, Payments

About this role

About Carrot:

Carrot is the leading global fertility and family care platform, built on intelligent care orchestration: the right clinical guidance, at the right moment, in the context of each member’s life. More than a thousand multinational employers, health plans, and health systems trust Carrot to support millions of members across 195 countries – from pre-pregnancy through menopause and major life moments in between. Carrot's comprehensive clinical program delivers industry-leading cost savings for plan sponsors and award-winning experiences and improved outcomes for millions of people worldwide.

Carrot is widely regarded as a defining force in healthcare innovation as a recipient of several top-tier awards, including Fast Company's 'Most Innovative Companies' and CNBC's '100 Barrier Breaking Startups'. The company is regularly cited by leading global outlets — including The Economist, Bloomberg, The Wall Street Journal, NPR, ABC News, and Harvard Business Review — as a leading voice on digital health, the future of work, and family health. Learn more at get-carrot.com.

The Opportunity 🚀

You'll report to our Director, Payments, while supporting Carrot’s existing members and internal business partners to ensure the best possible experience. You will be responsible for leading a team of Claims Processors to ensure Carrot members receive timely, accurate claims adjudication and an excellent service experience. You will be accountable for SLA’s and quality performance of your direct reports, coaching/developing your team, queue management, identifying process improvements and partnering cross‑functionally (e.g., Product, Analytics, Member Support, Finance) to improve Payments operations. Additionally, you will help to develop Member Success strategies and best practices for serving our members while supporting the growth of our team. This role requires a customer-centric, tech-savvy, process-oriented person with superb communication skills and an interest in furthering Carrot’s mission of affordable and accessible fertility and family forming care for all.

What You’ll Own 💼

In this role, you will:

• Manage a team of Claims Processors and/or Senior Claims Processors, including hiring, onboarding, training, performance management, and career development.

• Foster a culture that is member‑centric, empathetic, collaborative, and aligned with Carrot’s mission of affordable and accessible fertility and family‑forming care for all.

• Own day‑to‑day management of the Payments queues (e.g., reimbursements, on‑call), including triaging work, assigning claims, and monitoring volume to meet SLAs and productivity targets.

• Serve as a line of defense for complex member and customer escalations, partnering with Payments Lead and cross‑functional teams as needed.

• Review and interpret team‑level KPIs (CSAT, QA, productivity, aging inventory) and communicate performance trends, risks, and mitigation plans to senior Payments leadership.

• Collaborate with internal stakeholders (e.g., Customer Success, Sales, Finance, Legal) to support new customer launches and address client‑specific nuances in claims processing.

• Support onboarding and continuous training programs for new and existing team members, often in collaboration with Payments Leads and QA.

• Identify trends in QA results, escalations, and operational data to surface process and product improvement opportunities. Partner with leadership and key stakeholders to drive solutions.

• Provide continuous feedback to leadership on how to improve both the member experience and team experience while contributing to product development based on insights gathered from member interactions and team feedback.

• Be available to work in office in Des Moines, Iowa Monday through Friday 11:00 AM - 8:00 PM CT

What Success Looks Like 📈

In your first 12–18 months, you will have:

• Built trust with your team and established a consistent, member-centered approach to coaching, feedback, and development.

• Created strong operating rhythms for queue management, escalations, staffing, and performance tracking.

• Improved team performance across service levels, quality, productivity, and member satisfaction.

• Identified and implemented process improvements in partnership with Payments and cross-functional teams.

• Helped strengthen onboarding, training, documentation, a