Director of Payments and Collections

The Role We Need:

PadSplit is hiring a Director of Payments to establish and execute a strategic vision that drives core collections metrics while streamlining operations to support rapid company growth. This role will lead a mid-size team, own key processes and the tech stack, and collaborate across departments to enhance efficiency, customer experience, and financial outcomes.

The Person We Are Looking For:

You are a dynamic and hands-on leader who thrives at the intersection of strategy, operations, and data-driven decision-making.  This role requires you to be a proactive problem-solver with a passion for optimizing processes, enhancing customer experience, and empowering a global remote team to achieve excellence.  You are the right candidate if you are empathetic, adaptable, and self-sufficient, with the ability to balance high-level strategic thinking and meticulous attention to detail. 

• Strategic Planning: Define and execute the Payments team strategy by developing a clear vision, roadmap, and goals aligned with driving core collections metrics.
• Operational Efficiency: Streamline operational processes to ensure the Payments team can scale effectively with the company’s rapid growth.
• Process Optimization: Develop, implement, and revise core processes for handling customer support tickets, collections workflows, and special projects.
• Cross-Team Collaboration: Collaborate with Product, CX, and Data teams to identify product needs and champion improvements that enhance customer experience, collections, and drive efficiency.
• Data-Driven Experimentation: Design and execute tests and experiments to optimize key payments metrics, including collections rate and team productivity.
• Tech Stack Ownership: Oversee the Payments team tech stack, evaluating and integrating tools, including AI solutions, to improve operational efficiency.
• Team Leadership: Manage daily operations and a team of 25+ staff, providing leadership and guidance to three team leads and ensuring smooth execution of responsibilities.
• Performance Monitoring: Monitor and report on payments performance metrics, driving initiatives to improve collections rates and align the team’s performance with business objectives.

• Strategic Vision: Proven ability to develop and execute a strategic roadmap aligned with business objectives and key metrics.
• Operational Expertise: Experience in streamlining processes and scaling operations for growing teams and organizations.
• Process Improvement: Strong track record of creating, refining, and managing efficient core processes for diverse operational needs.
• Cross-Functional Collaboration: Ability to work closely with CX, Product, and Data teams to align on goals and deliver impactful results.
• Analytical Proficiency: Skilled in data analysis, reporting, and experimentation to drive metrics like collections rates and operational efficiency.
• Tech Stack Management: Experience owning, managing, and optimizing a technical ecosystem, including evaluating and integrating new tools.
• Leadership Experience: Demonstrated success managing mid-size teams, including mentoring people managers with varying levels of experience.
• Customer-Centric Approach: Empathy for customer needs and a focus on delivering exceptional customer experiences.
• Adaptability and Initiative: A "jack of all trades" mindset with the ability to work independently, learn quickly, and adapt to evolving challenges.
• Remote Team Building: Experience fostering strong team culture and collaboration in a remote work environment.
• Collections/Payments Experience: While collections and payments experience is a plus, it is not required.
• Creativity: We want to be adaptable to help make it easier for our members to stay on track with their payments so ensuring we adopting new payment options that are scalable is a key area we expect this role to bring.

• Your application will be reviewed for possible next steps by the Hiring Manager.
• If you meet eligibility requirements, the next step would be a phone screen with a member of the PeopleOps team for about thirty (30) minutes.
• If warranted, the next step would be a video interview with our Head of CX for forty-five (45) minutes.
• If warranted, the next step would be a video interview with a small panel of key stakeholders for two (2) hours.  For this interview, a candidate would execute a live assessment to the panel for discussion.
• If warranted, then we move to offer!

• Fully remote position - we swear!
• Competitive compensation package including an equity incentive plan
• National medical, dental, and vision healthcare plans
• Company provided life insurance policy
• Optional accidental insurances, FSA, and DCFSA benefits
• Unlimited paid-time (PTO) policy with eleven (11) company-observed holidays
• 401(k) plan 
• Twelve (12) weeks of paid time off for both birth and non-birth parents
• The opportunity to do what you love at a company that is at the forefront of solving the affordable housing crisis