Payments Strategy & Operations Director

Foundation Software; Strongsville (OH); On-site; USD 120,000 - 180,000; Full time

Job summary

Foundation Software LLC in Strongsville, OH, is seeking a strategic Director of Payments to lead Foundation Pay across underwriting, onboarding, implementation, support, and account management, ensuring a seamless, customer‑focused experience.

You will partner with executives and cross‑functional teams to shape the product strategy, drive operational excellence, establish KPIs, document SOPs, and scale the team to meet current demand and future growth, while strengthening customer relationships.

Qualifications

• 7-10+ years in payments operations or related customer-facing roles.
• 3-5+ years of leadership experience.
• Deep understanding of payments lifecycle: underwriting, onboarding, implementation, support, and account management.
• Proven ability to build and scale teams and processes.
• Experience documenting and maintaining SOPs and workflows.
• Strong analytical skills and KPI-driven decision making.
• Excellent communication and executive-level presentation abilities.

Responsibilities

• Lead the Foundation Pay strategy and end-to-end customer journey across underwriting, onboarding, implementation, support, and account management.
• Align cross-functional teams (Development, Education, Sales, Support) to improve processes and product functionality.
• Build, mentor, and scale high-performing teams with clear roles and ownership.
• Establish and monitor KPIs; drive performance improvements and accountability.
• Identify bottlenecks, opportunities for automation, and SOP enhancements.
• Ensure exceptional customer experience while managing escalations and strategic initiatives.
• Partner with Education to enhance product documentation and training materials.

Skills

Payments operations

Leadership

Strategic planning

SOP development

Data analytics

Job description

Foundation Software LLC in Strongsville, OH, is seeking a strategic Director of Payments to lead Foundation Pay across underwriting, onboarding, implementation, support, and account management, ensuring a seamless, customer‑focused experience.

You will partner with executives and cross‑functional teams to shape the product strategy, drive operational excellence, establish KPIs, document SOPs, and scale the team to meet current demand and future growth, while strengthening customer relationships.