Director of Operational Excellence & Service Enablement

Overland Park, KS - USA

Monthly Salary: Not Disclosed

Posted on: Yesterday

Vacancies: 1 Vacancy

Job Summary

At TreviPay we believe loyalty begins at the payment. Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers open new markets and automate accounts receivables. With integrations to top eCommerce and ERP solutions and flexible trade credit options TreviPay brings 40 years of experience serving leaders in manufacturing retail and transportation.

Every day TreviPay employees are challenged and empowered in a supportive collaborative entrepreneurial environment.

TreviPay is a fast-paced progressive company specializing in global B2B payments and invoicing. The Director of Operational Excellence & Service Enablement plays a critical leadership role in shaping how our Global operations teams deliver exceptional customer experience operational efficiency and scalable support. This leader must embody TreviPays core values of Tenacity Empathy and Ingenuity serving as a champion for continuous improvement and as a steward of key operational functions that support Client AR and Customer Support.

The ideal candidate possesses a deep passion for customer experience a drive to scale operations and a commitment to quality. This individual thrives on optimizing processes and leading high-performing teams in a fast-paced environment.

Purpose of Role:

The Director Operational Excellence & Service Enablement drives end-to-end operational efficiency while leading core Centers of Excellence that enable consistent high-quality delivery across TreviPays global operations.

This role oversees process improvement service delivery infrastructure and key internal production teams to ensure seamless support of customers accounts receivable activities and contact center operations.

Partnering cross-functionally with Operations Product & Technology Account Management and Risk Management this leader identifies improvement opportunities prioritizes initiatives and delivers measurable business outcomes.

Acting as an operational integrator the role unifies processes enables frontline teams with the right tools and ensures customer-facing teams are supported by reliable scalable operational capabilities.

Establishes and maintains clear SLAs and quality standards by translating qualitative and quantitative insights into actionable improvements that elevate customer experience and support sustainable high-quality delivery.

Evaluates and recommends technology automation and workflow solutions to improve service enablement productivity and scalability.

Operational Oversight

This role is responsible for leading several teams within the Operations department. These teams represent the current scope and may evolve as the organization and strategy mature.

Cash and AR Strategy

Provide strategic and operational leadership to the cash application function ensuring accuracy timeliness and efficiency in posting application and reconciliation of payments.

Lead the creation and execution of collection strategies developed in collaboration with the Credit and Risk teams.

Partner with Credit Risk and Client AR leadership to continuously refine processes implement technology enhancements and improve client outcomes.

Call Center Operations (Telephony & Workforce Management)

Ensure call center infrastructure reporting and workforce planning meet business needs and support customer satisfaction goals.

Lead the Senior Manager of Call Center Operations who oversees:

o Telephony platform administration

o Routing strategy and call flow optimization

o Workforce management (forecasting scheduling real-time management)

Transactional Operations

Oversee internal production teams to ensure accuracy quality and timely execution of all back-office activities.

Identify opportunities for automation standardization and data-driven performance optimization.

Process Improvement

Lead the team responsible for process design continuous improvement and documentation to ensure they deliver measurable improvements that enhance customer experience reduce complexity and support scalable growth.

Essential Leadership Attributes

Influences without authority by building strong trust-based relationships across functions and levels of the organization driving alignment and shared ownership of outcomes.

Serves as a credible change agent resolving complex operational challenges through strong facilitation structured problem-solving and sound judgment in ambiguous fast-moving environments.

Communicates with clarity and impact translating complexity data and customer insights into practical actionable strategies that drive execution and measurable results.

Brings a forward-looking system-oriented mindset anticipating operational and customer needs while designing scalable future-ready solutions that balance efficiency and experience.

Anchors operational decisions in customer impact ensuring improvements elevate both service quality and overall customer experience.

Develops and elevates leaders by setting clear expectations providing coaching and mentorship and fostering a high-accountability culture that strengthens operational capability and builds a durable leadership bench.

Takes end-to-end ownership of outcomes using data to measure success reinforce accountability and continuously improve results.

Professional Qualifications

Bachelors degree required; Masters degree preferred.

7 years of progressive leadership responsibility ideally in payments AR operations financial services or complex service organizations.

Global experience is a plus.

Experience overseeing multi-disciplinary operational teams; exposure to call center operations or workforce management is a plus.

Demonstrated experience with metrics analytics and performance management.

Strong understanding of process design operational governance and continuous improvement methodologies.

Proficiency with Microsoft products and comfort with workflow automation and telephony technologies.

Some travel is required.

Personal Characteristics

Demonstrates TreviPays values of Tenacity Empathy and Ingenuity in all interactions.

Strong time management and prioritization skills in a fast-moving environment.

High attention to detail combined with the ability to think strategically.

Positive professional demeanor that inspires teams and fosters collaboration.

Motivated hard-working and committed to delivering results.

Why you will love working at TreviPay

Competitive salary

Paid parental leave

Generous paid time off

Medical dental vision FSA Life/AD&D long and short term disability

401K matching

Employee referral program

At TreviPay we believe:

in saying yes to unique and challenging requirements

empowered team members are creative team members

our products make the customers day just a little bit better

work/life balance makes us all more effective

TreviPay is an Equal Opportunity and Affirmative Action Employer. We welcome all veterans and disabled applicants.

Individuals with disabilities will be provided reasonable accommodation to participate in the job application and/or interview process. Please contactemailprotectedto request an accommodation.

Required Experience:

Director