Director, Payments Operations

We’re hiring at Pitney Bowes, where top talent builds meaningful careers and lasting impact. We Move fast, Deliver excellence, and Win together…that’s The Pitney Bowes way. Here, how we work matters just as much as what we achieve.

We’re looking for people who:

• Act with urgency, accountability, and purpose

• Deliver high quality work with consistency and pride

• Collaborate effectively and elevate those around them

• Focus on outcomes that drive impact and growth

Job Description:

You Are

A Director, Payments Operations who leads the modernization, scaling, and daily performance of Pitney Bowes’ end‑to‑end payments ecosystem. You own customer payment processing and application, postage and shipping funding flows, reconciliation, automation delivery, and the operational relationships with both Citizens Bank and PB Bank. Operating in a matrixed environment, you drive disciplined transformation, operational excellence, and a high‑performance culture across a specialist, cross‑functional team.

You Will

• Lead Payments Transformation — Oversee the end‑to‑end evolution of payments operations, from customer payments into PB to funding of postage and shipping products.

• Build a Multi‑Year Roadmap — Scale payments services with improved speed, reliability, and customer experience across all channels.

• Deliver Automation & Efficiency — Identify and implement automation opportunities that reduce manual effort and error rates.

• Serve as Payments SME — Influence product, technology, and commercial decisions with deep payments expertise.

• Improve Customer Experience — Drive measurable CX improvements across all payments touchpoints, from initiation through reconciliation.

• Establish CX Metrics — Build feedback loops and KPIs to continuously monitor and enhance the payments journey.

• Partner Cross‑Functionally — Work with Customer Support, Product, and Technology to resolve systemic issues and embed improvements.

• Oversee Daily Payments Processing — Ensure accuracy, timeliness, and compliance across all payment types.

• Own Reconciliation — Maintain financial integrity and resolve discrepancies promptly.

• Define Controls & SLAs — Maintain operational controls, SLAs, and escalation frameworks.

• Monitor KPIs — Track performance, cash flow metrics, and risks; report to senior leadership.

• Manage Banking Partnerships — Lead operational relationships with Citizens Bank and PB Bank, ensuring compliance and performance.

• Run Governance & Issue Resolution — Lead forums, reviews, and escalations with banking partners.

• Stay Current on Regulation — Ensure operations comply with legal, regulatory, and risk frameworks.

• Lead a High‑Performance Team — Set direction, build capability, and foster an inclusive, accountable culture.

• Recruit & Develop Talent — Attract and grow specialist payments operations professionals.

You Bring

• Leadership Experience in Payments — Background in payments operations, financial services, or regulated environments.

• Transformation Track Record — Proven success delivering automation, process improvement, and scalable capabilities.

• Deep Payments Knowledge — Expertise in payment rails, reconciliation, funding flows, and banking compliance.

• Bank/Fintech Partnership Experience — Experience overseeing third‑party banking or fintech relationships with regulatory accountability.

• Strong People Leadership — Ability to lead leaders in a matrixed, cross‑functional environment.

• Executive Communication Skills — Skilled at engaging stakeholders at all levels.

• Customer‑Centric Mindset — Experience embedding CX improvements into operational processes.

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