Job title: Director, Account Operations

Reports to: Sr Director, Account Operations

Department: Merchant Solutions

Location: Alpharetta, GA

Grade: 19

About the Role:

The Director of Account Operations is responsible for leading and optimizing the day-to-day functions of merchant acquiring settlement, chargeback management, and account maintenance. This role serves as a key operational leader ensuring accuracy, compliance, and efficiency across all account operations functions. The ideal candidate will bring deep expertise in merchant acquiring, dispute resolution, and payment operations lifecycle management, along with a strong ability to lead teams, drive process improvements, and collaborate across business units.

Responsibilities:

Merchant Acquiring Settlement

• Oversee end-to-end daily settlement processes for merchant acquiring portfolios, ensuring accurate and timely funding across all payment channels and acquiring relationships.

Chargeback Management

• Lead the chargeback and dispute management function, establishing workflows and response strategies to minimize losses and maximize representation win rates in compliance with card network rules.

Dispute Resolution Oversight

• Monitor proof of authorization requests, ensure timely responses within network timeframes, and provide guidance to the team on evidence gathering and compelling evidence submissions.

Account Maintenance

• Oversee all merchant/customer account maintenance activities including account updates, MCC changes, boarding modifications, and fee schedule adjustments.

Operational Compliance

• Ensure all settlement, chargeback, and account maintenance activities comply with card network regulations, banking partner requirements, and internal risk and compliance policies.

Team Leadership

• Lead, mentor, and develop a line leadership team of account operations specialists across settlement, disputes, and account maintenance functions, fostering a culture of accuracy, accountability, and continuous improvement.

Cross-Functional Collaboration

• Partner with Risk, Compliance, Finance, Product, and Technology teams to resolve operational issues, support system enhancements, and drive process automation initiatives.

Escalation Management

• Serve as the primary escalation point for complex settlement disputes, failed funding events, or high-risk chargeback cases, coordinating with banking partners and card networks as needed.

Process Improvement

• Identify inefficiencies in settlement, chargeback, and account maintenance workflows and lead initiatives to streamline operations, reduce manual effort, and improve accuracy and speed.

What Success Looks Like:

• Core responsibilities - management of line leaders ensure settlement accuracy, chargeback resolution, and account maintenance - are executed with professional demeanor, accuracy, efficiency, and ownership.
• The department benefits from stronger alignment, fewer bottlenecks, and a more seamless merchant and customer experience.
• You are viewed as a trusted operational leader who balances daily execution with long-term strategic impact.
• Success is reflected in reduced dispute losses, high representation win rates, clean settlement reconciliation, and a high-performing team.
• Cross-functional partners across Risk, Finance, Product, and Technology view you as a collaborative and solutions-oriented leader.

Candidate Requirements:

• Minimum 7+ years of experience in payment operations, merchant acquiring, or related financial services roles.
• Deep expertise in merchant acquiring settlement processes, including interchange, assessments, and net settlement funding.
• Knowledge of chargeback and dispute resolution procedures across Visa, Mastercard, Amex, and Discover card networks.
• Experience managing account maintenance functions within a payment processor or acquiring a bank environment.
• Strong understanding of card network rules and regulations (Visa Core Rules, Mastercard Rules, etc.).
• Experience with payment platforms, settlement systems, and back-office operations tools.
• Demonstrated ability to lead and develop high-performing operational teams.
• Strong analytical skills with proficiency in data analysis and operational reporting.
• Excellent communication, problem-solving, and cross-functional collaboration skills.
• High attention to detail with the ability to manage multiple priorities simultaneously.
• Bachelor's degree in Finance, Business, or related field preferred.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you'll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range: $115k - $130k
We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs
• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women's health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we've built our benefits with that in mind.

Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).