Job Description:You AreA
Director, Payments Operations who leads the modernization, scaling, and daily performance of Pitney Bowes' end-to-end payments ecosystem. You own customer payment processing and application, postage and shipping funding flows, reconciliation, automation delivery, and the operational relationships with both
Citizens Bank and
PB Bank. Operating in a matrixed environment, you drive disciplined transformation, operational excellence, and a high-performance culture across a specialist, cross-functional team.
You Will- 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.
You Bring- 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.
Preferred- 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.).
Compensation:The wage range for this position is $170,000-$180,000 per year, with the actual pay dependent on your skills, experience, and location as they relate to the job requirements. This role is eligible for an annual performance bonus.
Location:We are open to candidates
outside daily commuting distance, provided they can be onsite in Shelton, CT
1-2 days per month for key leadership, operational, and banking-partner touchpoints.
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 Benefits and Wellbeing Programs)
