Director, Payments Services

Responsibilities

• Own migration cohort planning and sequencing, including scheduling, client communications, and cutover coordination across Product, Engineering, and Customer Success.
• Manage enterprise and exception account lists and create transition plans for accounts outside standard migration cohorts.
• Coordinate cross-functional execution to move merchant accounts through migration milestones with minimal disruption.
• Report migration progress, risks, decisions, and dependencies to the GM and cross-functional stakeholders.
• Own commercial pricing operations, including rate structuring, quoting, and packaging for merchant relationships.
• Partner with Finance and Payments Operations on pricing cleanup, PCI non-compliance fee strategy, and client-facing rate communications.
• Ensure pricing changes are communicated clearly, accurately, and consistently to affected merchants.
• Own escalation management for significant client issues and serve as the accountable point of contact.
• Manage and develop Merchant Services Executives and strengthen account management practices.
• Use AI tools to analyze migration, pricing, and client signals and improve prioritization, risk visibility, reporting, and team productivity.

Requirements

• 5+ years of experience in payments or fintech client operations, migration program management, or a comparable execution-focused operations role.
• Experience running or contributing to a large-scale platform or processor migration, including cohort planning, client communications, and cutover execution.
• Commercial pricing experience, including rate structuring, quoting, or packaging in a merchant-facing account management environment.
• Experience managing and developing a team of merchant-facing account managers or similar client-facing professionals.
• Ability to own complex client escalations and lead difficult client conversations.
• AI-forward mindset with experience identifying or implementing AI-driven workflow, reporting, or team improvements.
• Must be authorized to work full-time in the United States and reside in an eligible state.

Nice-to-haves

• Experience managing payment processor migrations involving a large and diverse merchant account base.
• Familiarity with PCI DSS, payment compliance, or non-compliance fee programs.
• Experience in vertical SaaS, self-storage, or another multi-tenant technology business.
• Experience building operating cadences, escalation frameworks, or pricing governance processes.
• Experience applying AI-assisted analytics or workflow automation to merchant services, account management, or operations.