Head of Payment Operations

Weave•Lehi, UT

2d•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.

Requirements

Strong understanding of payment operations, Card Brand Interchange, payments program design, and a demonstrated level of success in influencing cross-functional teams.
Demonstrated experience working with various payment pricing models and commercial structures (e.g. flat rate, IC+)
Exceptional individual leadership and strong communication skills, with the ability to drive alignment across teams towards common goals.
Strategic thinker with the ability to define processes and design customer-centric experiences that differentiate the Payments product offering.
Excellent analytical skills with the ability to interpret complex data, identify trends, and make data-driven decisions.
Strong presentation skills and ability engage an executive audience.

Nice To Haves

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

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, card 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.