Director, Payments Operations

At Pitney Bowes we do the right thing the right way. As a member of our team you can too.

We have amazing people who are the driving force the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:
Are passionate about client success.
Enjoy collaborating with others.
Strive to exceed expectations.
Move boldly in the quest for superior and best in market solutions.

Job Description:

The Director Payments Operations is a transformation-focused operational leader responsible for driving the growth modernization and scaling of Pitney Bowes end-to-end payments services. This role owns customer payments processing and application postage and shipping product funding payments reconciliation automation and efficiency delivery and the operational relationships with both Citizens Bank and PB Bank including compliance and growth. Reporting to the VP Customer Enablement & Operations this position operates strategically in a matrixed environment while delivering disciplined payments transformation and high performance across a specialist cross-functional team.

Key Responsibilities:

Payments Transformation & Strategy

• Lead and oversee the end-to-end transformation of payments operations encompassing customer payments to PB and customer funding of postage and shipping products.

• Develop and execute a multi-year roadmap to scale payments services improving speed reliability and customer experience across all payment channels.

• Identify and deliver automation opportunities and operational efficiencies across the payments lifecycle reducing manual effort and error rates.

• Act as a subject matter expert and strategic voice for payments across the broader organization influencing product technology and commercial decisions.

Customer Experience in Payments

• Drive measurable improvement in customer experience across all payments touchpoints from initiation through to reconciliation and exception handling.

• Establish customer-centric metrics and feedback loops to continuously monitor and improve the payments journey.

• Partner with Customer Support Product and Technology teams to resolve systemic CX pain points and embed payments improvements into the broader customer lifecycle.

Payments Processing & Operations

• Oversee day-to-day customer payments processing and application ensuring accuracy timeliness and compliance across all payment types.

• Own the reconciliation of customer payments to PB accounts ensuring financial integrity and prompt resolution of discrepancies.

• Define and maintain operational controls SLAs and escalation frameworks for payments processing.

• Monitor operational KPIs and cash flow metrics; report performance and risks to senior leadership on a regular cadence.

Third-Party Banking Relationships

• Own the strategic relationship with Citizens Bank managing all connected operations performance standards and ensuring full compliance with applicable regulations and standards.

• Own the relationship and growth plan with PB Bank operationalizing and scaling offerings to meet both customer experience requirements and Bank regulatory obligations.

• Lead governance forums performance reviews and issue resolution with both banking partners.

• Stay current on payments regulation and ensure all operations remain compliant with relevant legal regulatory and risk frameworks.

People Leadership

• Lead a team of payments operations professionals including the ability to lead leaders fostering a high-performance and inclusive culture.

• Set clear direction goals and accountability frameworks for the team; build capability for current needs and future growth.

• Recruit develop and retain specialist payments talent in a competitive market.

Qualifications & Experience

Required:

• Demonstrated leadership experience in payments operations financial services or a related regulated environment with specific expertise in payment processing bank partnerships or treasury operations.

• Proven track record of leading payments or financial services transformation programs delivering automation process improvement and capability scaling.

• Deep understanding of payment ecosystems including payment rails reconciliation funding mechanisms and banking compliance requirements.

• Experience managing third-party banking or fintech relationships including regulatory and compliance oversight.

• Strong leadership skills with experience leading leaders in a matrixed cross-functional environment.

• Excellent interpersonal and communication skills; able to engage effectively with stakeholders at all organizational levels.

• Demonstrated client focus and experience embedding customer experience improvements into operational processes.

• Ability to manage multiple priorities simultaneously in fast-paced evolving project environments and adapt quickly to scope changes.

Preferred:

• Experience in B2B payments postage/shipping funding or SaaS-adjacent financial operations.

• Familiarity with US banking regulatory frameworks (OCC FDIC state-level requirements) as relevant to a non-bank partner.

• Exposure to ERP or payments platforms (e.g. FIS Fiserv Stripe or equivalent).

Compensation:

• $170000 - $180000 DOE w/Annual Bonus

Location:

• Hybrid set up with requirement to be onsite in Home Office (Shelton CT)

We will:

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 Live Well)

Pitney Bowes is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard for 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.