Head of Payment Operations

Weave•Lehi, UT

24d•Hybrid

About The Position

Weave is on a mission to elevate the patient experience through a unified platform that improves business operations and revenue collections so healthcare professionals can focus on patient care. The Director of Payments Operations at Weave plays a pivotal role in continuing to drive the transformation of our Payments product as a core component of our overall business strategy. This individual contributor role is instrumental in accelerating the evolution of our payments offering to dominate healthcare payments, deliver unparalleled customer experiences, and scale operations to facilitate the company’s overall revenue growth strategy. The ideal candidate is a results oriented operations leader with deep experience in the FinTech/Payments industry with a specific focus on SMB’s. Experience working with DSO’s in the Healthcare vertical is a plus as well as a background that includes working for a vertically integrated SaaS company. In this role, you will drive the tuning and optimization of our internal processes, and increasing payment adoption through integrated workflow solutions in partnership with our cross-functional payments team. You will partner with the GM of Payments to uncover opportunities to deepen our payments attach rates, increase payment volumes, and optimize our net yield. You will work with Product Management to identify new features, deploy new solutions into the market and develop the types of payment workflows that will reduce transaction friction. This position will be hybrid out of our Lehi, UT HQ

Requirements

Strong understanding of payment operations, Card Brand Interchange, payments program design, and a demonstrated level of success influencing cross functional teams
Demonstrated experience working with various payment pricing models and commercial structures such as flat rate and IC+
Exceptional individual leadership and communication skills with the ability to drive alignment across teams toward common goals
Strategic thinker able to define processes and design customer centric experiences that differentiate the Payments product offering
Excellent analytical and problem solving skills with the ability to interpret complex data, identify trends, and make data driven decisions
Strong presentation skills with the ability to effectively engage an executive audience
Ability to work fluidly across all organizational functions
Highly organized with strong attention to detail and excellent time management skills, including a proven ability to meet deadlines
Ability to function well in a high paced, rapidly scaling environment
Proficient with Microsoft Office Suite or related software

Nice To Haves

Experience evaluating payment processors and gateways to deliver the best platform for customers and business needs
Experience in the SMB, dental, and or healthcare industry
Proven track record of managing strategic initiatives from brainstorming through execution
Passion for payments operations with the ability to anticipate market trends and adapt strategies and operational needs accordingly
Exceptional communication, negotiation, and interpersonal skills with the ability to engage effectively with internal stakeholders, clients, and external partners
Excellent interpersonal skills with a high level of emotional intelligence

Responsibilities

Help develop and own execution of the payments operations strategy aligned with company growth, product roadmap, and monetization goals.
Provide oversight for all initiatives that impact payments operational workflows, ensuring operational expertise is embedded throughout project planning and execution.
Partner with Product and Engineering to launch new payment capabilities, geographies, and value-added services, while ensuring the supporting operational workflows, controls, and processes are thoughtfully designed, documented, and scalable.
Own and maintain strong relationships with payment processing partners (Stripe) to deliver a platform that achieves our payment strategy and business objectives while holding them accountable for their commitments.
Manage our third-party payments relationships with the payment networks, fcard brands, and other payments related third-party providers. Serve as the primary point of contact for evaluating new strategic vendors, platforms, and technologies in support of payments.
Working closely with our Business Intelligence team, maintain a robust set of reporting and dashboards to track payment performance, risk metrics, and operational KPIs, partnering closely with Business Analytics to guide prioritization and ensure timely delivery of high-impact operational reporting.
Leverage reporting to identify issues, drive continuous improvement, and inform product and business decisions.
Oversee day-to-day operations across the full payment lifecycle: onboarding, processing, settlement, reconciliation, chargebacks, refunds, and payouts.
Design and continuously improve operational workflows, controls, reporting, and SLAs to support platform growth.
Monitor industry trends, regulations, and emerging technologies to identify opportunities for process improvement and innovation.
Collaborate with the Product team to identify workflows or user experiences that improve our value proposition and drive payment product adoption and usage.
Set clear objectives, provide regular feedback, and promote professional growth for payments team members across a variety of functions.
Act as an internal champion for the Payments product and educate the entire company on the operational elements of our payments business.
Manage and strengthen relationships with cross-functional teams to ensure alignment with company goals and the nuances of the payments business, processes, and strategy.
Influence decision-making processes and provide strategic insights to drive product development and market positioning.