Payee Experience Manager - Birmingham, AL

Headquartered in Birmingham, AL, Dash Solutions is a fast-growing payments company that provides forward-thinking organizations with everything they need to make payments and rewards more meaningful to their business and the people they pay. Led by a team of payments industry exp ...

Job description

Headquartered in Birmingham, AL, Dash Solutions is a fast-growing payments company that provides forward-thinking organizations with everything they need to make payments and rewards more meaningful to their business and the people they pay. Led by a team of payments industry experts, Dash Solutions has a proven track record of delivering innovative payment and engagement solutions. We are committed to excellence, innovation, and delivering exceptional value in this rapidly evolving market. 

At Dash, we're not just looking for employees; we're looking for team members who embody our core values and share our passion for revolutionizing the payments industry. Here's what we seek in every hire, regardless of the role: 

• Cultural Fit: We thrive in a culture of respect, authenticity, and a relentless pursuit of improvement. We challenge the status quo and embrace change as an opportunity for growth. 
• Mission-Focused: We're on a mission to transform the payments industry, and we expect all team members to share our commitment to this goal. We're looking for individuals who are driven by purpose and eager to make a meaningful impact.
• Industry Passion: The payments industry is dynamic and constantly evolving. We're looking for candidates who are not only passionate about this ever-changing landscape but also curious and eager to learn. We need leaders who will guide our company into a bright future, staying ahead of industry trends and driving innovation. 

Position Summary 

The Payee Experience Manager is responsible for improving the end-to-end payee journey across Dash, ensuring that the payee experience is visible, measurable, and actionable at every touchpoint. This role focuses on understanding how payees interact with Dash products and services, identifying friction points across the payee lifecycle, and prioritizing opportunities that improve clarity, trust, speed, and satisfaction for end recipients of payments. 

Serving as a cross-functional, payee-centric orchestrator, the Payee Experience Manager partners closely with Product, Operations, Client Success, End-User Support, Engineering, and Finance to surface insights, recommend experience enhancements, and influence meaningful change. While this role does not own day-to-day execution within individual teams, it plays a critical role in aligning stakeholders around payee insights, defining experience standards, and driving continuous improvements that elevate how payees experience Dash. 

Responsibilities include, but are not limited to:

• Document and maintain the end-to-end payee journey, from receipt of payment through activation, usage, support, and overall satisfaction
• Define and refine payee personas and expectations at each stage of the journey, with particular focus on payment delivery, activation, usability, and support experiences
• Assess and map key payee-facing journey components, including payment receipt, activation, initial and ongoing usage, payee behavior monitoring, IVR experience, call center interactions, support case resolution, escalations and exceptions, and payee communications
• Identify experience gaps and friction points across payee-facing processes, tools, and systems
• Analyze payee feedback, experience metrics, and operational data to surface trends, patterns, and root causes impacting the payee experience
• Develop, prioritize, and socialize clear, actionable payee experience improvement recommendations that drive measurable impact
• Establish and maintain payee experience metrics and feedback loops to track experience quality, resolution effectiveness, and improvement over time
• Partner cross-functionally with Product, Operations, Client Success, End-User Support, Engineering, and Finance to align teams around insights and recommendations, while respecting existing ownership and execution models 

Desired Skills & Experience: 

Required Experience

• 10+ years of experience in customer experience, customer operations, product management, product operations, service design, or a related field
• Experience working with complex, multi-step customer journeys in a scaled environment (fintech, payments, SaaS, or regulated industries preferred)
• Demonstrated ability to influence and align cross-functional teams without direct authority
• Proven experience documenting processes end-to-end and translating insights into prioritized recommendations 

Skills & Capabilities

• Strong analytical and structed thinking skills
• Expertise in journey mapping, process documentation, and experience analysis
• Comfortable working with qualitative and quantitative data to drive insights
• Ability to prioritize improvements based on customer impact, risk, and effort
• Clear, concise communicator with strong written and verbal skills
• Executive presence and credibility with senior stakeholders 

Personal Attributes

• Customer-obsessed, but pragmatic and outcome-oriented
• Reliable, composed, and trusted across teams
• Comfortable navigating ambiguity and organizational complexity
• Bias toward clarity, simplicity, and continuous improvement 

Our Culture: 

At Dash Solutions, our culture fosters growth, innovation, and impact. We're a community of forward-thinkers where creative ideas are encouraged, and individuals are empowered to lead. In our high-growth environment, you'll have the autonomy to manage your domain, with the strong support of a team committed to Making Payments Mean More. Employees at Dash Solutions are united by our mission, aligned with our vision, and driven by the values that make us unique. Here, we believe that personal growth fuels company success, and we support each other every step of the way.  

Some Benefits to Working at Dash Solutions Include:

• Competitive salary and benefits package
• Flexible PTO policy
• Matching 401(k) plan
• Comprehensive medical, dental, vision, life, and disability coverage
• Transparent, supportive culture with a highly accessible executive team and regular company-wide updates
• Engaging corporate culture with events, perks, and team celebrations 

Our Core Values

• Solutions: We create innovative solutions that drive long-term value for our clients and shareholders
• Passion: We are passionate about delivering for our clients every day
• Authenticity: We lead and communicate authentically - with purpose, clarity, and candor.
• Respect: We row together with respect for everyone and enjoy the ride 
• Knowledge: We learn, we grow, we continuously evolve 

Diversity & Inclusion at Dash Solutions: 

Dash Solutions is proud to be an Equal Opportunity/Veterans/Disabled/LGBTQIA+ Employer. We believe in fostering a workplace that values diverse perspectives and backgrounds, and we are committed to a fair, inclusive recruitment process. Candidates from all backgrounds are encouraged to apply and help us shape the future of payments.