Director, Payments Operations

Title: Director, Payments Operations Location: Burlington, MA Job Type: Hybrid or Remote FLSA Classification: Exempt Reports to: Chief Product Officer Department: Product The Opportunity 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. Key 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. Where This Role Can Go This is a growth position. In the near term, you will build and stabilize the operational foundation for payments. As the business scales, this role is expected to grow with it. Depending on performance and business trajectory, the path leads to product leadership, a rotation through customer success, or leading the payments division as a standalone business segment. We see payments as a business unit that will eventually have its own leader at the executive level. This role is where that journey starts. What Success Looks Like Payments run reliably and the team knows it because the data is visible. There is a clear weekly view of performance, issues, and partner reliability. Customers can get up and running without friction. Issues get resolved quickly and don't keep coming back. When problems do happen, customers feel supported and informed, not confused or frustrated. Adoption is growing. Clients are activating, suppliers are accepting digital payments, and the metrics that matter are defined, tracked, and improving. Teams are aligned, know what they own, and can handle most payments questions without escalation. The whole operation feels structured and ready to scale. Your First 90 Days Set up a clear issue management process (what's urgent, who owns it, how it escalates) Review current workflows and fix the biggest gaps Launch a simple weekly dashboard for performance and issues Improve the onboarding and activation experience Identify where customers are experiencing repeated friction and step in to stabilize those situations Deliver a practical plan for how to scale operations over the next 6 months Qualifications 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 Helpful Background 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.) 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 Why This Role This is a chance to take a working payments product and make it run well at scale. You'll bring structure where it's needed, improve how customers experience payments, and help the company operate more effectively as payments become a bigger part of the business. Prendio is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We prohibit discrimination and harassment of any type and afford equal employment opportunities to employees and applicants without regard to race, color, religion, sex, national origin, age, disability status, genetic information, or any other characteristic protected by law. This job description does NOT constitute an employment agreement between the employer and employee and is subject to change by the employer as the organizational needs and requirements of the job change. Full Compensation packages are based on candidate experience and relevant certifications Boston Office Pay $160,000 — $190,000 USD