Manager, Electronic Payment Strategy & Operations

About Culligan Quench Culligan Quench’s purpose is to impact people’s lives and improve the earth by helping to eliminate the 500 million plastic bottles consumed each year. We play a front-line role in the battle against single-use plastic water bottles by delivering on-demand filtered water solutions to more than 120,000 healthy and environmentally conscious customers across North America. Our bottle-free water coolers, ice machines, sparkling water dispensers and coffee brewers purify the existing water supply, providing an endless supply of clean water and water-based beverages for a fixed monthly fee, typically under a long term bundled service and rental subscription agreement.  Culligan Quench has grown from a small regional company to an international leader that had a successful NYSE public offering in 2016 and is now a strategic company owned by private equity backed Culligan.  Headquartered in King of Prussia, PA, Quench has more than 1,600 team members operating out of more than 90 locations across North America and Puerto Rico. For more information visit https://quench.culligan.com/   About Culligan There’s nothing more fundamental to life on Earth than water.  At Culligan, we believe transforming water can transform the world. That's why we offer expert water services and industry-leading solutions globally. Local Culligan teams deliver better drinking water to people at work, at home and on the go. With expertise across service, science and sustainability, Culligan turns water you can live with into water you can love.  For more information visit www.culligan.com.    Values: 5Cs Culligan as One Customers come first Commitment to Innovation Courage to do what's right Consistently deliver exceptional results
Position Summary   The Manager, Electronic Payments Strategy and Operations is responsible for leading the vendor partnerships, customer experience, operational performance and controls related to all US based electronic payment methods within the US Direct - Accounts Receivable function. This role manages organizational electronic payment strategy and optimizes payment processes across customer portals and internal platforms to support cash flow, operational excellence, risk mitigation, and customer satisfaction.    

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