Director, Payments Operations

Prendio - BioProcure • Burlington, MA

2d • $160,000 - $190,000 • Hybrid

About The Position

Prendio Payments is a B2B payments product built into Prendio's platform for biotech companies. As more customers adopt it, we need someone to run the day-to-day operation and help it scale. This role is about making payments work reliably, helping teams work better together, and improving the experience for customers and suppliers. You will also own adoption, driving both client-side activation and supplier-side acceptance of digital payment products.
You'll be hands-on. You'll run the operation, build the processes, connect teams across the company, and help shape how payments grow strategically over time. We are looking for someone who wants to build something, not just oversee it.

Requirements

• 8+ years in payments and fintech operations
• Hands-on experience with ACH, check, virtual card, or similar payment types
• A builder. You have created processes, playbooks, and frameworks, not just inherited them
• Strong at working across teams and getting things done without direct authority
• Good judgment in fast-moving situations
• Able to spot patterns and step in early before issues escalate
• Familiar with payments risk, compliance, and fraud basics
• Can explain payments clearly to non-experts and clients
• B2B or embedded payments experience

Nice To Haves

• SaaS or platform experience
• Experience working with payment partners
• Experience translating operational issues into product improvements
• Experience in regulated or complex environments (biotech, procurement, etc.)

Responsibilities

• Own adoption
• Drive payments adoption across the customer base. Work with sales, account management, and customer success to ensure clients are activating and using payments.
• On the supplier side, drive enrollment and acceptance of digital payment products, including virtual card. Track penetration, identify barriers, and take action to move the numbers.
• Define what good looks like
• Establish the performance metrics for payments across the organization. Define what success looks like for adoption, operational health, partner reliability, and customer experience.
• Make those metrics visible and hold the cross-functional teams accountable to them. This is how the matrix works: clear targets, shared visibility, and ownership.
• Coordinate across teams
• Be the person who keeps things moving across Support, Engineering, Product, Finance, and client teams.
• Make it clear who owns what. Set a regular rhythm so work doesn't stall or fall through the cracks.
• Improve the customer and supplier experience
• Work with onboarding and client teams to make payments easier to set up and use. Reduce friction for both customers and vendors.
• Simplify workflows and cut down on avoidable support issues.
• Own issue handling and operational discipline
• Set up a clear way to handle issues: what's urgent, who responds, and how things get escalated.
• Track what's breaking and how it gets fixed. Make sure the team learns from issues instead of repeating them.
• Step in with customers when things start to break
• When a customer runs into repeated issues, recognize the pattern early, and step in directly to help stabilize the experience while the team works through the root cause.
• You're not just solving problems. You're making sure the customer still feels confident in the product, even when things aren't going perfectly.
• Enable the teams that support payments
• Help Support, Client Experience, and Account teams get better at handling payments. Create simple guides, training, and clear escalation paths.
• Step in on more complex issues when needed.
• Manage external partners
• Own the working relationship with payment partners. Run a steady cadence, track issues, and make sure things get resolved.
• Escalate when performance starts to slip. Keep external input aligned with what the team can actually execute.
• Support product and sales with real-world insight
• Bring real operational feedback into Product and Engineering. Help them understand what's actually breaking or slowing things down.
• Join sales or client conversations when deeper payments expertise is needed.
• Run the day-to-day payments operation
• Own how payments actually run across ACH, check, and virtual card.
• Watch performance, fix issues quickly, and make sure problems don't keep happening.
• Spot patterns, figure out root causes, and put lasting fixes in place.
• Stay aware of compliance obligations and fraud risk across payment flows and escalate when something doesn't look right.

Benefits

• Blue Cross Blue Shield Health Insurance - 100% of employee premiums paid.
• BCBS Dental insurance - 100% of employee premiums paid.
• VSP Vision Coverage - 100% of employee premiums paid.
• Flexible Spending Account Healthcare
• Health savings account with employer contribution
• 401K/Roth 401k
• Paid holidays.
• Paid vacation/Unlimited PTO
• Other benefits, including a complimentary subscription to the Calm app, pet insurance, legal assistance, and more

What This Job Offers

• Job Type: Full-time
• Career Level: Director
• Education Level: No Education Listed
• Number of Employees: 11-50 employees