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

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

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

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

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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

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

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

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

Customer Experience & Cross Functional Collaboration

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Prioritize customer centric problem solving within all payment operations.

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

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

Process Optimization, Controls, and Risk Management

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

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

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

Analytics, Reporting & Insights

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

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

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

People Leadership & Team Management

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

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

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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:

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

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2+ years of people management or team leadership experience.

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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.

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

Competencies:

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Strong analytical and problem-solving capability

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Operational discipline and attention to detail

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Ability to manage high volume, time sensitive workflows

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Excellent communication and cross functional collaboration skills

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Demonstrated ability to implement process improvements and maintain controls

Preferred Skills/Experience:

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

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

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

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

What We Offer:
• Medical, Dental, Vision which start day one

• 401(k) match of 50% up to 6%

• Life insurance

• Disability

• Unlimited Paid Time Away

• Parental leave

• Additional voluntary benefits

• Career progression opportunities

• Coaching and professional development

Quench offers salary, commission, benefits, and incentive awards.

We are proud to be an Equal Opportunity Employer.

Quench provides equal opportunity in all of our employment practices to all qualified employees and applicants without regard to sex, sexual orientation, race, color, religion, gender, national origin, ethnicity, age, disability, marital or family status, pregnancy, military status, veteran status, genetic information or any other category protected by federal, state and local laws. This policy applies to all aspects of the employment relationship, including recruitment, hiring, compensation, promotion, transfer, disciplinary action, layoff, return from layoff, benefits, training, social and recreational programs. All such employment decisions will be made without unlawfully discriminating on any prohibited basis.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.