Homeoffice Senior Client Operations Manager na PayIt
PayIt · Salt Lake City, Estados Unidos Da América · Remote
- Senior
PayIt is a fast-growing GovTech company on a mission to modernize how residents interact and transact with government, improving the customer experience and helping our client agencies more efficiently and effectively achieve their missions. Our easy-to-implement platform consolidates government services and payments into one connected experience and enables our clients to drive resident trust, collect revenue quickly, and redeploy their staff to more important challenges. This innovative approach to government service delivery has garnered significant recognition in both the public and private sectors, including our inclusion in the GovTech 100 every year since 2017. PayIt solutions cover services including hunting and fishing licensing, DMV, courts, property tax, utilities, tolling, and more.
Our culture welcomes people who exhibit what we call “PayIt DNA”: High integrity, drive, grit, high aptitude, and team orientation. We are collaborative and passionate about the work we do to improve the lives of our government clients and the end users they serve. We have ambitious scaling goals, and we look for team members who are ready to roll up their sleeves, solve problems, and find new opportunities to win with our clients. And we have a lot of fun together.
About the role
Serving our clients at PayIt is a critical role that ensures they achieve outcomes that keep them engaged with our platform. The Client Operations team makes sure clients have what they need day-to-day to make effective decisions, expand their use of PayIt, and collaborate with internal teams to solve problems.
This role supports government agencies focused on hunting, fishing, and vehicle licensing. The Client Operations Manager oversees multiple large-scale accounts, advising Client Success Managers on operational needs and driving outcomes that support retention, growth, and cross-functional collaboration.
While not a technical role, the Client Operations Manager works closely with Product, Engineering, and Customer Support to triage and track bug tickets, coordinate feature releases, and support clients throughout the full account lifecycle—from implementation to sustainment. As part of a newly established business unit, this role also requires a proactive, adaptable mindset to help shape best practices and internal workflows.
What You'll Be Doing:
- Act as a subject matter expert (SME) on client operations, with knowledge of contract SLAs and hunting, fishing, and vehicle practices in each client jurisdiction.
- Serve as a key member of the client team throughout the full lifecycle—transitioning accounts from implementation to sustainment, coordinating with Product, Engineering, and Support to resolve issues, establishing ticket workflows, and coaching clients on submission best practices.
- Maintain a shared calendar of peak seasons, regulatory changes, and high-risk periods; provide ongoing updates and reports to leadership; and ensure cross-functional teams are prepared for upcoming events or operational impacts.
- Develop and deliver client-facing reports on a recurring and ad hoc basis, including:
- Contact center trends and service levels
- Fulfillment performance (e.g., license printing, tags, permits)
- SLA performance
- Change and operations reporting
- Oversee release readiness across Product, Implementation, and Support to ensure smooth deployment of releases and hotfixes. Manage communication of release notes, known issues, and client impacts, serving as the primary point of contact for release-related questions.
- Lead issue management by assessing severity, coordinating internal resources, owning client communications, and ensuring timely resolution with clear documentation and remediation.
- Train clients on PayIt products and ensure they have the knowledge and resources to use the platform effectively.
- Meet regularly with clients to build rapport, identify friction points, and recommend configuration improvements.
- Manage bug ticket submission, testing, and deployment coordination with Product, Engineering, and Release Management.
- Partner with Client Success Managers to monitor agency performance on the PayIt platform, including transaction volumes and user behavior.
- Contribute to internal SOPs and playbooks on areas such as ticket triage, enhancement requests, go-live operations, and client reporting; identify opportunities for automation or AI to improve efficiency.
- Expect 30% travel.
What You'll Need to Have:
- 5+ years of experience in operations, program coordination, or technical account management, ideally within SaaS, GovTech, or regulated industries
- Strong project management skills with the ability to prioritize, track, and execute multiple workflows in a fast-paced, cross-functional environment
- Proven experience developing internal SOPs and playbooks
- Proficiency with Jira, Confluence, Google Workspace, and CRM platforms (e.g., Salesforce or Zoho)
- Skilled in creating and delivering client-facing reports, identifying friction points, and proposing solutions
- Excellent communication, documentation, and stakeholder management skills across internal teams and client accounts
- Strong analytical and problem-solving skills, with the ability to apply data-driven insights to opportunities and challenges
Why Work For Us:
- Our mission matters. Your work will make life better for our government agency clients and the millions of residents they serve.
- You’ll do some of the best work of your career here. We tackle complex challenges that are interesting to solve, and you’ll grow a ton working at PayIt
- People are our most important resource. Everyone has a voice. Collaboration is our default setting. And we have fun together.
- We #payitforward with our corporate volunteer program, serving the communities where we work and live.
- Competitive salaries, excellent benefits, flexible working arrangements, and all the resources you will need to do your best work.
What We Care About:
We hire high aptitude, high integrity people who are great communicators and want to be part of a growing team.
Commitment to Equal Opportunity
PayIt is committed to diversity in its workforce and is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, creed, gender, national origin, age, disability, veteran status, sex, gender expression or identity, sexual orientation or any other basis protected by applicable law.
PayIt is also committed to providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please send an email to the People Operations Team and let us know the nature of your request and your contact information.
NOTE: U.S. Citizens and all those authorized to work for any employer in the U.S. are encouraged to apply. We are unable to provide sponsorship in the United States at this time. PayIt participates in E-Verify. To learn more, click here. Canadian Citizens and those authorized to work in Canada without sponsorship are also encouraged to apply.
To all recruitment agencies: PayIt does not accept agency resumes. Please do not forward resumes to our careers’ alias, PayIt employees or any other company location. PayIt is not responsible for any fees related to unsolicited resumes.
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Within the parameters of this position, ensure the confidentiality, integrity, and availability, and exercise due care of, company, client, and citizen data that is stored, processed, and transmitted by and for PayIt, as outlined in PayIt’s Business Code of Conduct and Information Security Policies.
