Senior Operations Analyst, Payments

Who we want
This is a role for someone who wants to work on a hard problem, deliver real impact and be pushed to be the best version of themselves. As the Sr. Operations Analyst, Payments, you’ll be embedded in the Claims team and report directly to the Director of Claims. You will own Garner’s payments function end to end: making sure every member is paid accurately and on time, and building the processes, tools, and team that let payments scale. Your work will directly shape the member experience as Garner grows and launches new ways to reward members for choosing great care.

Where you will work:
Garner is headquartered in NYC, but this position is available for individuals who are comfortable with remote work and occasional travel to HQ.

What you will do
Own the day-to-day payments function, ensuring member payments are accurate, timely, and well controlled
Stand up and scale payment operations for new products as we launch them
Leverage data analysis, process mapping, automation, and effective communication to analyze, build, and deploy processes that make our payments operations more effective and efficient as we scale
Partner with Product and Engineering to launch and scale new payment capabilities, and work with diverse stakeholders—from operations specialists to account executives to external partners—to understand key workflows, align on solution design, and drive outcomes
Develop and maintain reporting systems and identify trends for specific areas of improvement across payments KPIs such as accuracy and timeliness
Analyze and solve complex issues raised by clients, members, and internal stakeholders that pertain to payments
Serve as the cross-functional point of contact and owner for payments across Product, Engineering, Finance, and Account Management.
Be a player-coach: lead and develop a small team while staying hands-on in the day-to-day work, including jumping into the queue yourself when volume spikes

What we're looking for
3+ years of relevant experience in a strategic problem-solving role; prior experience in analytics, business or financial operations, operations at a fast-growing startup, or similar
2+ years of experience building within operational teams
A strong ability to break down complex processes, recommend solutions, and work with cross-functional stakeholders to implement them
Experience coaching or leading others, formally or informally, and comfort being a player-coach who does the work alongside the team
Proficiency in quantitative analysis, generating meaningful insights, and data modeling; comfort working with financial data and reconciliations (payments experience is a plus, not a requirement)
Experience with SQL, Excel/Google Sheets, and no-code/low-code AI automation tools
A combination of high ownership mentality and detail orientation, including sound judgment and rigor on high-stakes, sensitive operational work, that has resulted in a track record of delivering operational initiatives on tight deadlines
A willingness to “roll up your sleeves” and do whatever is necessary to ensure company success
A methodical problem-solver who drives continuous improvement, readily gives and absorbs feedback, and operates with individual accountability and integrity as part of a mission-driven team.
A desire to do work that matters: and to be held to a high standard while doing it. You're energized by a mission with measurable outcomes, not just good intentions. You engage with AI tools as part of how you do your best work, and hold yourself accountable to outcomes that matter beyond your team’s metrics.