Operations Manager

A career with Gravity Payments is an opportunity to be on a collaborative team where creative leadership, passion for progress, and responsibility are paramount. Our team members focus and commit to providing for our clients and our community because we care deeply for others.  

This role ensures the team stays focused on delivering exceptional support to business owners. Leading by example with presence, creativity, and accountability, the Manager will provide real-time feedback, foster continuous growth, and manage evolving team needs. With a strategic approach to front-line operations, the person in this role will drive performance, development, and operational excellence.

The People Part: 

• Develop and mentor both individual contributors and team leaders across multiple time zones, providing guidance for professional growth.
• Overseeing and adjusting (when needed) new operations employee onboarding and providing individualized career development opportunities.
• Empower individuals to take responsibility for their job and goals. Delegate responsibilities, set clear expectations, provide regular feedback, and ensure accountability for performance and goals.
• Foster a spirit of teamwork and unity among the teams (and organization) that allows for respectful disagreement over ideas, healthy conflict resolution, and the sincere appreciation of diversity. 
• Promote an environment that is collaborative, supportive, and effective so that every individual has the opportunity to succeed. 
• Consciously create a workplace culture that is consistent with Gravity Payments’ core values; emphasize the mission, big-picture vision, and everyday values of the company.
• Lead team by providing an overall context and framework for succeeding in the role, to encourage individual contribution (i.e. calls, cases, projects, etc.) and allows for relevant goal setting and measuring performance.
• Understand Gravity Payments’ culture and policies to instill a professional and safe working environment.

The Business Part: 

• Make informed decisions and lead change initiatives to meet evolving team and customer needs.
• Oversee the team’s daily operations, ensuring efficiency, productivity, and alignment with business objectives.
• Strategically plan and allocate resources to maintain optimal staffing levels and workload distribution.
• Continuously assess and improve team processes and procedures to enhance work quality and customer impact (internal and external)
• Make and guide business decisions that align with financial goals and budgetary responsibilities.
• Track team productivity regularly in relation to business objectives, adjusting goals when necessary to ensure continued growth and success.
• Adjust and reset team goals if initial goals are met easily, not on track to be met, or are out of reach.
• Maintain open and consistent communication with other managers and leadership to foster alignment and shared success.

Success in this role looks like:

Manage and sustain 24/7 service in different time zones.  Ensure that the team member's perspectives are heard and that all team members are receiving high-level coaching and individualized development plans.

Requirements

Skills & Expectations

• 5+ years of experience managing people in a remote environment
• Payments industry experience or related experience is preferred but not required
• A self-motivated and results-driven person who takes initiative, fosters innovation, and inspires teams to achieve excellence.
• Ability to learn new information and apply insights to improve team performance and decision-making.
• Thrives in dynamic and evolving environments, demonstrating the ability to navigate ambiguity and drive effective solutions.
• Ability to self-manage and multi-task projects with varying degrees of priority
• Flexibility with an occasional need to work varying shifts and extended hours, including after-hours and weekends in order to best serve our clients

Technical requirements

• Must have access to a wired internet connection
• Must have access to at least a 25 megabits per second (mbps) download and 20 mbps upload speed connection

This job description is a snapshot of the role at this moment in time. As our organization evolves, so do our roles. Responsibilities may shift to meet changing business needs. We seek individuals who are adaptable, proactive, and open to growth as we continue to move forward together.

Benefits

• Compensation: Competitive wage with Profit Sharing. Base pay without commissions and a unique opportunity to earn a shar