[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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