Director of Operations

Our client is a vertical SaaS business expanding its payments offering and scaling to support rapid growth. The Director of Operations will lead all payment, lockbox, and financial services operations, managing a cross-functional team that oversees billions in annual processing volume. The role focuses on building scalable systems, driving automation, and strengthening infrastructure to support continued growth and customer satisfaction.

This position requires a strategic leader who can transform manual processes into automated, data-driven operations, improve efficiency, and ensure compliance across all payment workflows.

What You Will Do

• Develop and execute a scalable operational strategy to support rapid growth across payments and lockbox operations
• Oversee payment operations, implementation, and customer support functions
• Manage key vendor relationships, including Stripe and other payment partners
• Lead and mentor a team of 5, with planned growth
• Build infrastructure, tools, and processes to sustain 2x+ operational growth while maintaining top-tier service levels
• Establish compliance frameworks, internal controls, and risk management protocols
• Drive automation initiatives to improve efficiency, reduce costs, and strengthen accuracy
• Oversee all payment processing activities, including ACH, card, and lockbox operations
• Partner with Product, Engineering, and Finance to streamline onboarding and enhance support systems
• Define and maintain KPIs, SLAs, dashboards, and performance metrics
• Foster a culture of continuous improvement and data-driven decision-making

What You Bring

• Deep knowledge of payments operations, including ACH, acquiring, and risk ownership
• Experience leading payments or financial operations within a high-growth or PE-backed environment
• Proven ability to scale operations 2-3x while maintaining compliance and quality
• Experience building high-performing teams and process-driven cultures
• Strong background in process design, automation, and cost reduction initiatives
• Familiarity with SOC audits, payment compliance, and financial control frameworks
• Technical aptitude to collaborate effectively with product and engineering teams
• Strategic mindset with the ability to grow into a broader financial services leadership role