Director, Payments Operations

<div><strong>Title: </strong>Director, Payments Operations</div> <div><strong>Location: </strong>Burlington, MA</div> <div><strong>Job Type: </strong>Hybrid or Remote</div> <div><strong>FLSA Classification: </strong>Exempt</div> <div><strong>Reports to: </strong>Chief Product Officer</div> <div><strong>Department: </strong>Product</div> <p><strong>The Opportunity</strong></p> <p>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.</p> <p>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.</p> <p><strong>&nbsp;</strong><strong>Key Responsibilities:</strong></p> <p><strong>&nbsp;</strong><strong>Own adoption</strong></p> <ul> <li>Drive payments adoption across the customer base. Work with sales, account management, and customer success to ensure clients are activating and using payments.</li> <li>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.</li> </ul> <p><strong>Define what good looks like</strong></p> <ul> <li>Establish the performance metrics for payments across the organization. Define what success looks like for adoption, operational health, partner reliability, and customer experience.</li> <li>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.</li> </ul> <p><strong>Coordinate across teams</strong></p> <ul> <li>Be the person who keeps things moving across Support, Engineering, Product, Finance, and client teams.</li> <li>Make it clear who owns what. Set a regular rhythm so work doesn't stall or fall through the cracks.</li> </ul> <p><strong>Improve the customer and supplier experience</strong></p> <ul> <li>Work with onboarding and client teams to make payments easier to set up and use. Reduce friction for both customers and vendors.</li> <li&