[Remote] Director, Payments Operations
Note: The job is a remote job and is open to candidates in USA. Pitney Bowes is a company where top talent builds meaningful careers and lasting impact. They are seeking a Director of Payments Operations to lead the modernization and daily performance of their payments ecosystem, focusing on improving customer experience and operational excellence.
Responsibilities
- 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
- Establish 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
Skills
- 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
- 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.)
Benefits
- This role is eligible for an annual performance bonus.
- 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)](https://pitneybowes.wd1.myworkdayjobs.com/PBCareers/page/6600d6c3903d1000c090029e1a1a0000)
Company Overview
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