Director of Payment Operations & Strategy

About the role

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes

Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY.

Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte's 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness.

Role Overview

The Director of Payment Operations will oversee the entire payment operations function, ensuring efficient, secure, and compliant payment processing. This role requires a strategic leader with a deep understanding of payment systems, financial operations, and regulatory requirements. The ideal candidate will have a proven track record in managing payment operations, a passion for innovation, and a commitment to excellence.

Key Responsibilities

• Leadership and Strategy:
• Develop and execute a strategic vision for the payment operations team.
• Lead, mentor, and manage a team of payment operations professionals.
• Foster a culture of continuous improvement and operational excellence.
• Compliance and Risk Management:
• Ensure compliance with all relevant regulatory requirements and industry standards.
• Develop and maintain policies and procedures to mitigate risk of onboarding new customers and ensure the security of payment operations.
• Collaborate with internal and external auditors to ensure compliance and address any issues.
• Manage Payment Operations:
• Address and resolve payment-related issues and inquiries from internal and external stakeholders.
• Provide training to internal teams to reduce or eliminate escalations
• Provide input to Product development to reduce or eliminate escalations
• Monitor key performance indicators (KPIs) and prepare regular reports for senior management
• Stakeholder Collaboration:
• Work closely with cross-functional teams, including finance, IT, customer service, and legal to ensure smooth Payment operations
• Liaise with external partners including Payment processors, Software partners, Banks, to ensure seamless payment operations.

Qualifications

• Bachelor's degree in Finance, Business Administration, or a related field; MBA or relevant advanced degree preferred.
• 7+ years of experience in payment operations, with at least 3 years in a leadership role.
• Deep understanding of payment processing systems, financial operations, and regulatory requirements.
• Strong analytical and problem-solving skills.
• Excellent leadership and team management abilities.
• Proven ability to drive process improvements and operational efficiency.
• Exceptional communication and interpersonal skills.
• Experience in the technology or software industry is a plus.