Director, Payments Operations

About the role

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.

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.
• 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 handl

Benefits

Additional Information

Title: Director, Payments Operations Location: Burlington, MA Job Type: Hybrid or Remote FLSA Classification: Exempt Reports to: Chief Product Officer Department: Product

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