AvidXchange is seeking a Senior Director, Expense Management Operations to serve as the central owner of the AvidXchange Expense initiative - an enterprise-wide program that represents the company's strategic expansion beyond Accounts Payable into broader spend management. This role sits within the Customer Care organization and carries cross-functional accountability across the entire COO organization, including Operations, Onboarding, Enablement, Knowledge Management, and Customer Success.
While this program touches virtually every function in the COO organization, Customer Care is the deliberate home for this role. Expense success is ultimately measured by the customer experience - how smoothly customers are onboarded, how effectively they are supported, and how sustainably the product operates in production. Anchoring this role in Care ensures that the end-to-end customer journey remains the primary lens through which all launch and operational decisions are made.
The Senior Director will be the leader driving operational readiness and sustainability from pre-launch through scaled, long-term operations - navigating a complex web of stakeholders, workstreams, and dependencies with clarity, discipline, and executive presence.
What You'll DoProgram Launch & Execution- Own the Operations end-to-end Expense program plan across all launch phases - from existing customer pre-sell through General Availability and partner expansion - ensuring cross-functional workstreams remain aligned, on schedule, and on scope.
- Drive Go/No-Go readiness decisions in partnership with Product, Engineering, Operations, and Care leadership; surface risks, resolve blockers, and escalate to the Executive Steering Committee when necessary.
- Coordinate and lead program governance routines including the cross-functional X-Team, Executive Steering Committee readouts, and workstream-level planning sessions.
- Ensure operational readiness across all functional teams - including support model design, escalation paths, onboarding processes, case routing, enablement materials, and knowledge content - before each launch gate.
- Manage program-level risks and decisions, including pricing finalization, underwriting guardrails, customer eligibility criteria, and product readiness dependencies.
Long-Term Operating Model & Sustainability- Transition the Expense program from a launch-mode initiative into a durable, scalable operating model that the Care organization and cross-functional partners can sustain with confidence.
- Define and own the steady-state support model for Expense, including staffing requirements, escalation frameworks, SLA expectations, and performance monitoring.
- Partner with Knowledge Management, Enablement, and Care leadership to ensure ongoing training, content, and tooling remain current as the product evolves.
- Establish and track program health metrics - including customer adoption rates, onboarding cycle time, support ticket volume and resolution, and customer satisfaction - and drive continuous improvement initiatives.
- Lead post-launch retrospectives and translate operational learnings into actionable improvements across workstreams.
Cross-Functional Leadership & Stakeholder Management- Serve as the single point of accountability and escalation for the Expense program across the COO organization, regardless of functional ownership.
- Build trusted working relationships with leaders across Customer Success, Onboarding, Sales, Product Marketing, Finance, Legal, Engineering, and Demand Generation to drive coordinated execution.
- Represent the Expense program in executive forums, providing clear, concise status updates, risk summaries, and decision briefs to senior leadership.
- Navigate ambiguity and competing priorities with maturity; influence without authority across teams that do not report directly into this role.
- Champion a customer-first perspective in all program decisions, ensuring that operational and GTM choices are evaluated through the lens of customer experience and long-term retention.
Operational Transformation & Process Optimization- Define and lead the Customer Care operational transformation strategy, identifying opportunities across processes, technology, and operating models to improve efficiency, scalability, customer outcomes, and cost-to-serve
- Drive enterprise-level process optimization and standardization, redesigning end-to-end workflows to eliminate friction, reduce variability, improve productivity and resolution outcomes, and enable consistent execution across teams and channels
- Shape the technology strategy and roadmap for Customer Care, maximizing the value of existing platforms and identifying opportunities to leverage AI, automation, and emerging technologies to materially improve the customer and employee experience
- Partner with Technology, Product, Customer Success, Onboarding, and other executive stakeholders to align operational and technology priorities across the broader customer journey and ensure investments address the highest-value business opportunities
Transformation Governance, Measurement & Change- Own the portfolio of Customer Care transformation initiatives, establishing governance, prioritization, investment frameworks, and sequencing to focus resources on the highest-impact opportunities and deliver measurable business outcomes
- Establish executive-level performance and value measurement, defining KPIs, SLAs, dashboards, and success measures that provide visibility into operational health, transformation progress, and realized business impact
- Lead organizational readiness and adoption for significant operational change, integrating people, process, technology, training, and communications while proactively identifying and mitigating adoption risks
- Build executive alignment and accountability for sustained outcomes, translating complex opportunities into compelling, data-driven narratives, securing cross-functional commitment, and ensuring improvements are embedded and continuously optimized
What We're Looking ForRequired- 10+ years of experience in program management, customer operations, or product operations, with at least 3 years in a senior leadership capacity.
- Demonstrated success leading complex, multi-workstream programs at a company undergoing significant product or market expansion.
- Strong command of launch management, including cross-functional readiness frameworks, risk management, and go-live governance.
- Experience partnering with Product, Engineering, and GTM teams simultaneously, translating technical realities into operational and customer-facing plans.
- Exceptional stakeholder management and executive communication skills; comfortable presenting to C-level audiences.
- High tolerance for ambiguity; ability to create structure and momentum in environments where roles and ownership are still being defined.
Preferred- Experience in B2B SaaS, fintech, or payments - particularly with expense management, corporate card programs, AP automation, or spend management solutions.
- Deep familiarity with all aspects of card program operations, including front office (cardholder onboarding, customer service, and spend controls), back office (reconciliation, billing, statement processing, and reporting), and settlement procedures (clearing, funding timelines, and bank partner coordination). The ideal candidate understands how these layers interact and can fluently translate card operational requirements into support model design, escalation procedures, and customer-facing processes.
- Experience integrating with or operationalizing fraud detection and prevention capabilities within a card or payments program - including dispute workflows, transaction monitoring, velocity controls, and coordination with fraud operations or third-party fraud vendors.
- Background in or strong familiarity with Customer Care or Customer Success organizations; understanding of support models, escalation design, and care operations.
- Experience managing programs with dotted-line accountability structures across multiple functions.
- Familiarity with tools and partners such as Mastercard, Salesforce, Gainsight, or similar platforms used in customer onboarding and success workflows.
