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Tripleseat Logo Tripleseat · IT - Administration

Director, Payments Operations

United States, Concord 135000.00 - 150000.00 USD / Year · Job Posted March 19, 2026
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Job Description

As the Director, Payment Operations, you'll be responsible for accelerating payments activation, ensuring processor accountability, protecting our customers’ experience, and scaling payments operations without scaling headcount linearly. In this leadership role, you'll manage and develop a team of Payments Operations and Activations representatives while building scalable operations, driving key payment initiatives, and serving as the critical bridge between our payment processors, internal teams, and the merchants we serve.

Job Responsibility

  • Leadership and management of the Payments Operations and Activations team, including hiring, coaching, performance management, and professional development
  • Own payments activation velocity, time-to-live from software closed won, and operational drivers of payments attach and volume expansion
  • End-to-end embedded payments operations ownership, ensuring integrated payments function reliably from enrollment all the way to reconciliation
  • Management of day-to-day relationships and escalations with payment processors, serving as the primary point of contact for operational matters and driving accountability with processors
  • Definition and enforcement of processor workflows, KPIs, and SLAs for merchant application approvals, support issue escalations, and dispute management
  • Lead and support payment initiatives, including new payments launches, processor integrations, and merchant migrations - balancing payments economics vs. friction with partners
  • Tracking and analysis of payments key results, translating data into actionable insights and recommendations for leadership
  • Partner cross-functionally with Product, Engineering, and Customer Operations teams to ensure alignment and operational excellence
  • Build and improve operational processes and documentation to support business growth and team effectiveness
  • Identification of operational inefficiencies and implementation of process improvements to enhance payment performance
  • Ownership of risk and compliance monitoring within the payments operations function

Requirements

  • 5-7+ years of experience in payments operations, embedded payments, fintech, or SaaS payments environments
  • Experience managing and mentoring high-performing teams, with a hands-on and collaborative leadership style
  • Demonstrated experience supporting payment operations, partner management, and scaling payments infrastructure
  • Working knowledge of the payments lifecycle, payment systems, and risk & compliance requirements
  • Experience working with payment processors and integrated payments solutions
  • Ability to operate effectively cross-functionally and manage relationships with multiple internal and external stakeholders
  • Analytical and detail-oriented, with comfort using data to inform operational decisions
  • Experience improving operational processes to increase team efficiency and consistency
  • Alignment with Tripleseat's company values and commitment to fostering a collaborative, customer-focused work environment

What we offer

  • Competitive Medical, Dental, and Vision Insurance
  • Company Paid Life Insurance, Short- and Long-Term Disability Plans
  • 401(k) with Company Match
  • Parental Leave
  • Flexible Paid Time Off
  • Pet Insurance
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