Director of Operational Transformation

Bottomline•Portsmouth, NH

17d

About The Position

As the Director of Operational Transformation for Paymode, you will leverage strategic thinking and business acumen to drive continuous improvement initiatives across operational teams at Paymode. In this pivotal role, you will lead cross-functional teams to optimize processes, enhance efficiency, and reduce friction, fostering a culture of excellence and innovation. Your ability to influence and manage change will be essential in achieving growth objectives, improving client satisfaction, and maintaining a competitive edge. You will transparently track organizational results through strategic Objectives and Key Results (OKRs) and operational KPIs, demonstrating your results orientation. Reporting directly to the SVP of Network and Payment Operations, you will collaborate with Product, Implementation, and Vendor Success leaders to ensure alignment and success.

Requirements

Bachelor’s degree in business, operations management, or related field (Master’s preferred).
10+ years of experience in operational excellence or process improvement, with at least 5 years in a leadership role within payments or fintech.
Proven success in leading transformation and continuous improvement initiatives.
Strong analytical, problem-solving, and project management skills.
Excellent communication, interpersonal, and leadership abilities.
Occasional travel may be required for team alignment and client engagements.

Nice To Haves

Master’s preferred

Responsibilities

Escalation Monitoring: Regular weekly reporting weekly updates to CCO and Paymode SLT on managing escalated customer issues (facilitating and driving for the team), ensuring RCA is completed and ensuring root cause fixes are addressed.
Operational Excellence Strategy: Support the implementation and execution of innovative business process improvements resulting in measurable financial and customer loyalty gains. Act as a sustainability expert to maintain and improve business financial results.
Project Leadership: Serve as Project Team leader, mobilizing members across the organization to accomplish goals specified in project charters. Refine and update charters with clear problem statements, financial and customer goals, scope, staffing, and scheduling. Plan and facilitate productive team meetings, manage activities outside meetings, and ensure projects remain on schedule. Communicate progress and risks to senior leadership and assure approved improvements are implemented before project closure.
Lean Program Leadership – Represent Paymode in enterprise-wide operational excellence initiatives, applying Lean principles to streamline workflows, reduce operational costs, and minimize escalation drivers.
Training & Enablement – Provide training to leaders and teams on continuous improvement methodology and formal problem-solving techniques, enabling departments to drive better business results as measured by balanced scorecards.
Continuous Improvement & Capability Building: Best Practice Sharing – Promote a culture of continuous improvement by sharing best practices across Paymode teams and benchmarking against fintech industry standards.
Customer Experience & Operational Strategy: Work with operations teams to develop strategies aligned with Paymode’s business objectives. Analyze customer feedback and operational data to identify improvement opportunities, eliminate negative trends, and enhance vendor/payer satisfaction.
Profitability & Compliance: Review financial statements, KPIs, and operational reports to measure productivity, cost reduction, and goal achievement. Support annual quality audits and ensure adherence to compliance standards and risk protocols.
Change Management: Drive organizational change initiatives with effective communication, training, and stakeholder engagement to ensure smooth adoption of new processes and technologies.

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