Business Process Director - Issuing

About Highnote 

Founded in 2020 by a team of leaders from Braintree, PayPal, and Lending Club, Highnote is an embedded finance company that sets the standard in modern card platform management. As an all-in-one card issuer processor and program management platform, we provide digital-first organizations with the flexibility to seamlessly issue and process payment cards, embed virtual and physical card payments, and integrate ledger and wallet functionalities—empowering businesses to drive growth and profitability.

We’ve raised $145M+ and have grown our team to 125+ employees. Headquartered in San Francisco, we’ve managed to build one of the most advanced payments teams in the industry, with team members in 25+ US states. 

Operating through our core values of customer obsession, executional excellence, intentional inclusion, we’re helping businesses grow for the future by creating the payment products demanded by tomorrow, with the ability to solve for use cases that don’t exist yet.

We are fast-moving, hands-on, and strongly believe everyone deserves a seat at the table. We believe we’re unlocking incredible opportunities that can change the future of payments, as long as we have the right people to make it happen. 

Job Description

We are seeking a Business Process Director to lead the creation, documentation, and implementation of operational processes, particularly in customer support and fraud/risk management. You will work cross-functionally with operations, engineering, and other key stakeholders to design scalable solutions, write system requirements, and optimize processes that align with business goals. This role involves collaborating with cross-functional teams to identify opportunities for optimization, establish best practices, and drive a culture of continuous improvement. The ideal candidate will bring extensive knowledge of payment operations, tools like Stripe or Adyen, and experience in prioritizing and managing delivery of complex projects.

What you’ll be doing

• Develop and document scalable operational processes for customer support, including escalation pathways, service-level agreements (SLAs), workflow automations leveraging tools like Zendesk, and defining KPIs to measure process efficiency and customer satisfaction.
• Identify opportunities to automate workflows and implement business process automation solutions that enhance operational efficiency and scalability.
• Incorporate extensive knowledge of Zendesk to optimize ticketing systems, customer communication channels, and self-service portals.  
• Conduct gap analyses to identify improvement opportunities in current ("As-Is") processes and create optimized future-state ("To-Be") workflows.  
• Collaborate with engineering teams to translate business needs into detailed system requirements.  
• Design fraud prevention and risk management processes that mitigate threats while optimizing customer experience. Leverage tools like Unit24, Feedzai, Kount, and ensure compliance with KYC/KYB requirements.  

Qualifications

• Proven track record of implementing scalable customer support processes, including ticketing systems and SLA management.
• Demonstrated success in automating workflows and leveraging business process automation tools.
• Meticulous in documenting step-by-step of a process to ensure accuracy and completeness
• Strong ability to translate technical processes into easily understandable language for non-technical audiences
• Extensive experience using and optimizing platforms like Zendesk, Unit24, Feedzai, and Kount.  
• 10+ years of experience in business process design and documentation, with a focus on customer support and fraud/risk management.
• Proficiency with tools like Visio, Lucidchart, or similar for process mapping
• Familiarity with fraud detection, risk management tools, and Agile development processes.  
• Prior experience working in customer-facing roles (e.g. customer support, sales, partnerships, consulting, professional services, etc.)
• An interest in digging into the details of products/processes

Why Highnote?

• We’re a startup that allows for our employees to truly build from the ground up and impact every layer of our organization. 
• We’re a team of payments obsessed individuals. While some of us come from the fintech world, some of us don’t. We value the varied backgrounds and the diverse perspectives of our employees. 
• We’re small on hierarchy and big on growth. We’re a flat organization that allows everyone to have direct exposure to our leadership team. We are looking for builders who thrive in ambiguity. 
• We’re backed by Oak HC/FT, Costanoa Ventures, Adams Street Partners, Westcap, and Pinegrove Venture Partners. Angel Investors include Bill Ready (CEO at Pinterest) and Renaud Laplanche (Co-Founder & CEO of Upgrade).

Highnote benefits

• Flexible Paid Time Off 
• 100% healthcare coverage + 75% coverage for dependents
• 401k program
• Paid Parental Leave: Up to 16 weeks paid leave for the birth parent, and up to 6 weeks paid leave for the non-birth parent
• Equity in Highnote
• Stipend to build out your home office; internet and phone reimbursement
• At Highnote we have built a total rewards philosophy that includes fair, equitable, geo-based compensation that is performance and potential based. Our compensation packages are competitive based on robust market research and are a combination of a cash salary, equity, and benefits. In compliance with the Equal Pay for Equal Work Act, the annual salary range for applicants is $180,000-$220,000. 

Please note that positions located in San Francisco are hybrid and include core working days of Tuesday, Wednesday, Thursday in office.  We provide flexible work options based on distance from our downtown SF office. Highnote believes in the power of face-to-face, personal connection. As a result, we prioritize in-person candidates. 

Highnote is a diverse and inclusive company committed to growing a diverse and inclusive team. We invite people from all backgrounds and identities to apply. We do not discriminate based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other characteristics protected by US federal state or local laws, or the laws of the country or jurisdiction where you work. Additionally, we encourage everyone to share which pronouns you wish for us to use when addressing you (i.e.: she/her, he/him, they/them, etc).