Director, Payments Operations

Pitney Bowes • Shelton, CT

20h • $170,000 - $180,000 • Hybrid

About The Position

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.

Requirements

• 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.

Nice To Haves

• 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).

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.

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed