Director, Payments Operations
Job Description
You Are A Director, Payments Operations who leads the modernization, scaling, and daily performance of Pitney Bowes’ end-to-end payments ecosystem. You own customer payment processing and application, postage and shipping funding flows, reconciliation, automation delivery, and the operational relationships with both Citizens Bank and PB Bank. Operating in a matrixed environment, you drive disciplined transformation, operational excellence, and a high-performance culture across a specialist, cross-functional team.
Lead Payments Transformation
Oversee the end-to-end evolution of payments operations, from customer payments into PB to funding of postage and shipping products.
Build a Multi-Year Roadmap
Scale payments services with improved speed, reliability, and customer experience across all channels.
Deliver Automation & Efficiency
Identify and implement automation opportunities that reduce manual effort and error rates.
Serve as Payments SME
Influence product, technology, and commercial decisions with deep payments expertise.
Improve Customer Experience
Drive measurable CX improvements across all payments touchpoints, from initiation through reconciliation.
Define CX Metrics
Build feedback loops and KPIs to continuously monitor and enhance the payments journey.
Partner Cross-Functionally
Work with Customer Support, Product, and Technology to resolve systemic issues and embed improvements.
Oversee Daily Payments Processing
Ensure accuracy, timeliness, and compliance across all payment types.
Own Reconciliation
Maintain financial integrity and resolve discrepancies promptly.
Define Controls & SLAs
Maintain operational controls, SLAs, and escalation frameworks.
Monitor KPIs
Track performance, cash flow metrics, and risks; report to senior leadership.
Manage Banking Partnerships
Lead operational relationships with Citizens Bank and PB Bank, ensuring compliance and performance.
Run Governance & Issue Resolution
Lead forums, reviews, and escalations with banking partners.
Stay Current on Regulation
Ensure operations comply with legal, regulatory, and risk frameworks.
Lead a High-Performance Team
Set direction, build capability, and foster an inclusive, accountable culture.
Recruit & Develop Talent
Attract and grow specialist payments operations professionals.
Requirements
You Bring Leadership Experience in Payments — Background in payments operations, financial services, or regulated environments.
Transformation Track Record — Proven success delivering automation, process improvement, and scalable capabilities.
Deep Payments Knowledge — Expertise in payment rails, reconciliation, funding flows, and banking compliance.
Bank/Fintech Partnership Experience — Experience overseeing third-party banking or fintech relationships with regulatory accountability.
Strong People Leadership — Ability to lead leaders in a matrixed, cross-functional environment.
Executive Communication Skills — Skilled at engaging stakeholders at all levels.
Customer-Centric Mindset — Experience embedding CX improvements into operational processes.
Operational Agility — Ability to manage multiple priorities in fast-moving, evolving environments.
Preferred
B2B Payments Experience — Exposure to B2B payments, postage/shipping funding, or SaaS-adjacent financial operations.
Regulatory Familiarity — Understanding of OCC, FDIC, and state-level frameworks relevant to non-bank partners.
Platform Experience — Familiarity with ERP or payments platforms (FIS, Fiserv, Stripe, etc.).
Pay & Benefits
The wage range for this position is $170,000-$180,000 per year, with the actual pay dependent on your skills, experience, and location as they relate to the job requirements. This role is eligible for an annual performance bonus.
We Will Provide the opportunity to grow and develop your career Offer an inclusive environment that encourages diverse perspectives and ideas Deliver challenging and unique opportunities to contribute to the success of a transforming organization Offer comprehensive benefits globally (PB Benefits and Wellbeing Programs)