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

Base salary is one component of total compensation. Employees may also be eligible for an annual bonus or commission. The above represents the expected base compensation range for this job requisition. Ultimately, in determining your pay, we’ll consider many factors including, but not limited to, skills, experience, qualifications, geographic location, and other job-related factors.

Tripleseat truly values its employees and places a high emphasis on their well-being and happiness. We understand that our people are the driving force behind its success and strive to create a positive and supportive work environment. We love what we do and who we get to do it with! Here are some of the awesome benefits that Tripleseat offers to its employees:

Competitive Medical, Dental, and Vision Insurance: Tripleseat provides its employees with comprehensive medical, dental, and vision insurance coverage, ensuring that their health and well-being are taken care of.
Company Paid Life Insurance, Short- and Long-Term Disability Plans: Tripleseat takes care of its employees by providing them with life insurance coverage, as well as short and long-term disability plans to protect them in case of unforeseen circumstances.
401(k) with Company Match: Tripleseat offers a 401(k) retirement plan to its employees, and also provides a company match, helping employees save for their future and plan for retirement.
Parental Leave: Tripleseat understands the importance of work-life balance and offers parental leave to employees who become parents through birth, adoption, or foster care, allowing them to bond with their new family members without worrying about their job security.
Flexible Paid Time Off: Tripleseat believes in the importance of work-life harmony and offers flexible paid time off to its employees, giving them the flexibility to take time off when needed and maintain a healthy work-life balance.
Pet Insurance: Tripleseat recognizes the importance of pets in employees' lives and offers pet insurance to help them take care of their furry friends and ensure their well-being.

At Tripleseat, we place a high value on our employees' well-being and happiness, recognizing that they are the driving force behind our success. We are committed to fostering a positive and supportive work environment. We take pride in our work and the collaborative spirit of our team We are proud to be an equal-opportunity employer, not discriminating based on race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information. We are dedicated to fostering a culture of inclusion, diversity, and equity. Tripleseat empowers all team members to realize their full potential. Everyone Valued – Everyone Included.

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