Director of Payments Operations

What You Will Own

Payment Partnerships & Operations

• Help develop and own execution of the payments operations strategy aligned with company growth, product roadmap, and monetization goals.
• Provide oversight for all initiatives that impact payments operational workflows, ensuring operational expertise is embedded throughout project planning and execution.
• Partner with Product and Engineering to launch new payment capabilities, geographies, and value-added services, while ensuring the supporting operational workflows, controls, and processes are thoughtfully designed, documented, and scalable.
• Own and maintain strong relationships with payment processing partners (Stripe) to deliver a platform that achieves our payment strategy and business objectives while holding them accountable for their commitments.
• Manage our third-party payments relationships with the payment networks, card brands, and other payments related third-party providers. Serve as the primary point of contact for evaluating new strategic vendors, platforms, and technologies in support of payments.
• Working closely with our Business Intelligence team, maintain a robust set of reporting and dashboards to track payment performance, risk metrics, and operational KPIs, partnering closely with Business Analytics to guide prioritization and ensure timely delivery of high-impact operational reporting.
• Leverage reporting to identify issues, drive continuous improvement, and inform product and business decisions.
• Oversee day-to-day operations across the full payment lifecycle: onboarding, processing, settlement, reconciliation, chargebacks, refunds, and payouts.
• Design and continuously improve operational workflows, controls, reporting, and SLAs to support platform growth.
• Monitor industry trends, regulations, and emerging technologies to identify opportunities for process improvement and innovation.
• Collaborate with the Product team to identify workflows or user experiences that improve our value proposition and drive payment product adoption and usage.

Cross-functional Collaboration

• Set clear objectives, provide regular feedback, and promote professional growth for payments team members across a variety of functions.
• Act as an internal champion for the Payments product and educate the entire company on the operational elements of our payments business.
• Manage and strengthen relationships with cross-functional teams to ensure alignment with company goals and the nuances of the payments business, processes, and strategy.
• Influence decision-making processes and provide strategic insights to drive product development and market positioning.

What You Will Need to Accomplish the Job

• Strong understanding of payment operations, Card Brand Interchange, payments program design, and a demonstrated level of success influencing cross functional teams.
• Demonstrated experience working with various payment pricing models and commercial structures such as flat rate and IC+.
• Exceptional individual leadership and communication skills with the ability to drive alignment across teams toward common goals.
• Strategic thinker able to define processes and design customer centric experiences that differentiate the Payments product offering.
• Excellent analytical and problem solving skills with the ability to interpret complex data, identify trends, and make data driven decisions.
• Strong presentation skills with the ability to effectively engage an executive audience.
• Ability to work fluidly across all organizational functions.
• Highly organized with strong attention to detail and excellent time management skills, including a proven ability to meet deadlines.
• Ability to function well in a high paced, rapidly scaling environment.
• Proficient with Microsoft Office Suite or related software.

What Will Make Us Love You

• Experience evaluating payment processors and gateways to deliver the best platform for customers and business needs.
• Experience in the SMB, dental, and or healthcare industry.
• Proven track record of managing strategic initiatives from brainstorming through execution.
• Passion for payments operations with the ability to anticipate market trends and adapt strategies and operational needs accordingly.
• Exceptional communication, negotiation, and interpersonal skills with the ability to engage effectively with internal stakeholders, clients, and external partners.
• Excellent interpersonal skills with a high level of emotional intelligence.