ePayPolicy · 1 day ago
Sr. Director, Payment Operations
Austin, TX
Full-time
Hybrid
Mid, Senior Level
5+ years expePayPolicy is a company that helps insurance companies streamline their payment processes. The Senior Director, Payment Operations will lead and manage the payment operations team, ensure efficient payment processing, and drive strategic improvements while maintaining compliance and managing external payment partnerships.
InsuranceInsurTechMobile AppsPayments
Responsibilities
Lead, mentor, and manage a team of Payment Operations and Risk Specialists / Analysts
Collaborate with product managers and software engineers to build new payment operations, underwriting and risk management capabilities
Set clear team goals, manage performance, provide regular feedback, and support career development
Hire and onboard new team members as needed
Foster a collaborative, efficient, and results-oriented team environment
Oversee the day-to-day payment operations, underwriting and risk management functions, including transaction monitoring, payment failure resolution, reconciliation processes to identify and resolve discrepancies, new customer underwriting and chargeback and transaction risk management, coordination and support of the annual ACH audit, and contributing to fraud prevention efforts
Establish, monitor, and report on key performance indicators (KPIs) for payment operations, underwriting and risk management (e.g., payment success rates, chargeback rates, reconciliation accuracy, operational costs, loss rates, underwriting onboarding time)
Ensure adherence to operational procedures, SLAs, and regulatory requirements
Improve and automate processes for daily cash reconciliations, customer underwriting and transaction risk management across multiple payment processors; develop and maintain comprehensive desktop procedures, process flows, and operational documentation
Support new product initiatives by providing payment requirements for new product functionality, including new payment modalities and outbound insurance claim disbursements
Develop and implement strategies to optimize payment approval rates, minimize payment failures, reduce chargebacks, and lower processing costs
Identify bottlenecks and inefficiencies; design and implement scalable processes and automation solutions
Lead projects related to new payment method integrations, partner migrations, or system enhancements from an operational perspective
Manage relationships with key external payment partners, including payment gateways, processors, acquiring banks, and alternative payment method providers, as well as handling and responding to partner bank inquiries and requests
Monitor partner performance, hold regular operational reviews, and address service issues
Participate in negotiating operational terms and SLAs with payment partners
Collaborate closely with Compliance and Finance teams to ensure payment operations align with internal policies and external regulations (e.g., PCI DSS, PSD2, NACHA rules, KYC/AML)
Oversee the operational aspects of dispute resolution and chargeback management, ensuring compliance with card network rules
Mitigate and resolve financial losses
Identify and help mitigate operational risks within the payment lifecycle
Assist in the development and implementation of internal controls within payment operations to ensure accuracy, security, and compliance with regulatory requirements and company policies
Serve as the primary point of contact and subject matter expert for Payment Operations across the organization
Collaborate effectively with Engineering, Product, Finance, Customer Support, and Legal teams on payment-related matters
Provide regular reporting and insights on payment operational, underwriting and risk management performance and trends to senior leadership
Oversee the operational response to payment system incidents, ensuring timely communication, investigation, and resolution
Qualification
Required
Bachelor's degree in Business, Finance, Economics, Management, or a related field, OR equivalent significant practical experience
[5-7]+ years of experience in payment operations, underwriting, risk management, treasury operations, or a closely related field within FinTech, e-commerce, banking, or payment processing
[2-3]+ years of direct people management experience, leading and developing an operations team
Deep understanding of the end-to-end payments ecosystem, including various payment methods (Cards, ACH, Wallets, Checks, etc.), payment gateways, PayFac models, acquirers, and processors
Strong knowledge of NACHA Operating Rules, card network rules, and Guidelines and payments regulations
Proven track record of successfully managing and scaling payment operations in a complex, high-volume environment
Demonstrated experience in process improvement, optimization, and project management related to operations
Strong analytical skills with the ability to interpret data, identify trends, and make data-driven decisions
Excellent leadership, communication, interpersonal, and presentation skills
Ability to operate strategically while also maintaining attention to detail
Experience managing relationships with external vendors or partners
Must be willing to pursue and obtain AAP (Accredited ACH Professional) or APRP (Accredited Payments Risk Professional) certification at the earliest opportunity if not already certified
Preferred
Hands-on experience with specific payment gateway platforms (e.g., Adyen, Stripe, Braintree/PayPal, Cybersource, Authorize.Net) or processors
Experience with chargeback management, underwriting and risk platforms and processes
Proficiency with SQL and business intelligence/data visualization tools (e.g., Tableau, PowerBI, Looker)
Experience working directly for a Payment Facilitator (PayFac), Payment Gateway, or large Processor
Advanced degree (MBA) or relevant professional certifications (e.g., Accredited ACH Professional, Accredited Payments Risk Professional, CTP - Certified Treasury Professional)
Experience navigating complex regulatory landscapes (e.g., PCI DSS, PSD2, NACHA rules)
Experience developing and maintaining detailed operational procedures, process flow diagrams, and training materials
Experience in a high-volume transaction environment
Benefits
Comprehensive benefits package with employer-paid basic life and disability premiums
401K
Unlimited PTO
Company-sponsored quarterly “ePayItForward” initiatives
Supportive and inclusive company culture with a focus on work/life balance
Fully-stocked kitchen
Lunch stipend when working onsite
Company
ePayPolicy
ePayPolicy is a digital payment processing company for the insurance industry.
51-200 employees
H1B Sponsorship
ePayPolicy has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1)
2024 (4)
2022 (1)
Funding
Current Stage
Growth StageTotal Funding
unknownKey Investors
LLR Partners
2025-08-05Private Equity
2020-01-09Private Equity
Leadership Team
Mark Engels
Chief Executive Officer
Justin Jaksha
Vice President Marketing
Recent News
Beinsure - Insurance, Reinsurance, InsurTech Insights
2025-08-15
2025-08-15
Company data provided by crunchbase