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

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.

Location

We are open to candidates outside daily commuting distance, provided they can be onsite in Shelton, CT 1-2 days per month for key leadership, operational, and banking-partner touchpoints.

Benefits

All qualified applicants will receive consideration for employment without regard to race, color, sex, religion, national origin, age, disability (mental or physical), veteran status, sexual orientation, gender identity, or any other consideration made unlawful by applicable federal, state, or local laws. All qualified applicants, including Veterans and Individuals with Disabilities, are encouraged to apply. All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.