Director, Payments Operations

At Pitney Bowes, we do the right thing, the right way.  As a member of our team, you can too.

We have amazing people who are the driving force, the inspiration and foundation of our company. Our thriving culture can be broken down into four components: Client. Team. Win. Innovate.

We actively look for prospects who:
•    Are passionate about client success.
•    Enjoy collaborating with others.
•    Strive to exceed expectations.
•    Move boldly in the quest for superior and best in market solutions.

Job Description:

• Lead and oversee the end-to-end transformation of payments operations, encompassing customer payments to PB and customer funding of postage and shipping products.
• Develop and execute a multi-year roadmap to scale payments services, improving speed, reliability, and customer experience across all payment channels.
• Identify and deliver automation opportunities and operational efficiencies across the payments lifecycle, reducing manual effort and error rates.
• Act as a subject matter expert and strategic voice for payments across the broader organization, influencing product, technology, and commercial decisions.

• Drive measurable improvement in customer experience across all payments touchpoints, from initiation through to reconciliation and exception handling.
• Establish customer-centric metrics and feedback loops to continuously monitor and improve the payments journey.
• Partner with Customer Support, Product, and Technology teams to resolve systemic CX pain points and embed payments improvements into the broader customer lifecycle.

• Oversee day-to-day customer payments processing and application, ensuring accuracy, timeliness, and compliance across all payment types.
• Own the reconciliation of customer payments to PB accounts, ensuring financial integrity and prompt resolution of discrepancies.
• Define and maintain operational controls, SLAs, and escalation frameworks for payments processing.
• Monitor operational KPIs and cash flow metrics; report performance and risks to senior leadership on a regular cadence.

• Own the strategic relationship with Citizens Bank, managing all connected operations, performance standards, and ensuring full compliance with applicable regulations and standards.
• Own the relationship and growth plan with PB Bank, operationalizing and scaling offerings to meet both customer experience requirements and Bank regulatory obligations.
• Lead governance forums, performance reviews, and issue resolution with both banking partners.
• Stay current on payments regulation and ensure all operations remain compliant with relevant legal, regulatory, and risk frameworks.

• Lead a team of payments operations professionals, including the ability to lead leaders, fostering a high-performance and inclusive culture.
• Set clear direction, goals, and accountability frameworks for the team; build capability for current needs and future growth.
• Recruit, develop, and retain specialist payments talent in a competitive market.

• Demonstrated leadership experience in payments operations, financial services, or a related regulated environment, with specific expertise in payment processing, bank partnerships, or treasury operations.
• Proven track record of leading payments or financial services transformation programs — delivering automation, process improvement, and capability scaling.
• Deep understanding of payment ecosystems, including payment rails, reconciliation, funding mechanisms, and banking compliance requirements.
• Experience managing third-party banking or fintech relationships, including regulatory and compliance oversight.
• Strong leadership skills with experience leading leaders in a matrixed, cross-functional environment.
• Excellent interpersonal and communication skills; able to engage effectively with stakeholders at all organizational levels.
• Demonstrated client focus and experience embedding customer experience improvements into operational processes.
• Ability to manage multiple priorities simultaneously in fast-paced, evolving project environments and adapt quickly to scope changes.

• Experience in B2B payments, postage/shipping funding, or SaaS-adjacent financial operations.
• Familiarity with US banking regulatory frameworks (OCC, FDIC, state-level requirements) as relevant to a non-bank partner.
• Exposure to ERP or payments platforms (e.g., FIS, Fiserv, Stripe, or equivalent).

• $170,000 - $180,000 DOE w/Annual Bonus

• Hybrid set up with requirement to be onsite in Home Office (Shelton, CT)

We will:

• Provide the opportunity to grow and develop your career
• Offer an inclusive environment that encourages diverse perspectives and ideas
• Deliver challenging and unique opportunities to contribute to the success of a transforming organization
• Offer comprehensive benefits globally (PB Live Well)

Pitney Bowes is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard for race, color, sex, religion, national origin, age, disability (mental or physical), veteran status, sexual orientation, gender identity, or any other consideration made unlawful by applicable federal, state, or local laws.

All qualified applicants, including Veterans and Individuals with Disabilities, are encouraged to apply. 

All interested individuals must apply online. Individuals with disabilities who cannot apply via our online application should refer to the alternate application options via our Individuals with Disabilities link.