Job Title: Director, Payments Operations

 

Reports To: Vice President, Payments

 

Department: General and Administrative

 

Division: Payments

 

Tripleseat is the leading web-based event management and sales platform designed for restaurants, hotels, and unique venues. Our mission is to simplify and streamline the event planning process, allowing our clients to focus on delivering exceptional customer experiences. We pride ourselves on fostering a collaborative, innovative work environment that encourages growth and development.

 

The Opportunity

 

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.

 

What You'll Own

 

• 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

• Other related duties as assigned

 

What You'll Bring

• 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

 

Location & Work Setting

 

This position is open to remote candidates eligible to work in the United States. Week 1 of onboarding is in-person, based out of our Concord, MA office. A hybrid work schedule will be offered if the ideal candidate is based near our Concord, MA office. Additional travel may be required for meetings, company events, and training.

 

Salary Range: $135,000 - $150,000