Director, Payments Operations

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.

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.

• Drive payments adoption across the customer base. Work with sales, account management, and customer success to ensure clients are activating and using payments.
• 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.

• Establish the performance metrics for payments across the organization. Define what success looks like for adoption, operational health, partner reliability, and customer experience.
• 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.

• Be the person who keeps things moving across Support, Engineering, Product, Finance, and client teams.
• Make it clear who owns what. Set a regular rhythm so work doesn’t stall or fall through the cracks.

• Work with onboarding and client teams to make payments easier to set up and use. Reduce friction for both customers and vendors.
• Simplify workflows and cut down on avoidable support issues.

• Set up a clear way to handle issues: what’s urgent, who responds, and how things get escalated.
• Track what’s breaking and how it gets fixed. Make sure the team learns from issues instead of repeating them.

• When a customer runs into repeated issues, recognize the pattern early, and step in directly to help stabilize the experience while the team works through the root cause.
• You’re not just solving problems. You’re making sure the customer still feels confident in the product, even when things aren’t going perfectly.

• Help Support, Client Experience, and Account teams get better at handling payments. Create simple guides, training, and clear escalation paths.
• Step in on more complex issues when needed.

• Own the working relationship with payment partners. Run a steady cadence, track issues, and make sure things get resolved.
• Escalate when performance starts to slip. Keep external input aligned with what the team can actually execute.

• Bring real operational feedback into Product and Engineering. Help them understand what’s actually breaking or slowing things down.
• Join sales or client conversations when deeper payments expertise is needed.

• Own how payments actually run across ACH, check, and virtual card.
• Watch performance, fix issues quickly, and make sure problems don’t keep happening.
• Spot patterns, figure out root causes, and put lasting fixes in place.
• Stay aware of compliance obligations and fraud risk across payment flows and escape when something doesn’t look right.

• This is a growth position. In the near term, you will build and stabilize the operational foundation for payments. As the business scales, this role is expected to grow with it.
• Depending on performance and business trajectory, the path leads to product leadership, a rotation through customer success, or leading the payments division as a standalone business segment. We see payments as a business unit that will eventually have its own leader at the executive level. This role is where that journey starts.