Senior Director, Payment Operations

This is a fully remote position, open to applicants in California.

📋 Description

• Oversee the complete payment operations function for LillyDirect.

• Establish and stabilize payment operations.

• Build, recruit, and manage a dedicated payment operations team as the volume and complexity increase.

• Be responsible for daily payment operations, including disputes, chargebacks, vendor management, escalations, and reconciliation.

• Act as the internal subject matter expert for the payment service provider.

• Coordinate daily payout reconciliation and SAP accounting entries in collaboration with Finance and Global Business Solutions.

• Address complex customer escalations related to payments, refunds, and disputes.

• Develop the target-state payment operations model, detailing roles, workflows, controls, and escalation paths.

• Create, document, and maintain standard operating procedures (SOPs) for payment operations.

• Implement scalable and audit-ready controls and workflows.

• Improve the patient-facing payment experience, focusing on payment methods, checkout processes, and error resolution.

• Identify operational tasks suitable for automation and collaborate with Tech@Lilly and Platform Experience to integrate automation.

• Lead innovations and updates in payment methods.

• Manage the relationship with the payment service provider, including monitoring service level agreements (SLAs) and escalating issues as necessary.

• Be the main point of contact for international affiliates during global market expansion regarding payments.

• Provide operational and financial insights for optimizing payment tools.

• Ensure accurate capture and communication of payment revenue, processing fees, and margins.

• Develop dashboards and reporting tools for leadership visibility into payment economics.

• Assist with monthly closing processes, audits, and internal controls.

• Collaborate with Customer Care, Finance, Platform Experience, Tech@Lilly, Global Business Solutions, and external partners.

• Represent payment operations in product and technology roadmap discussions.

• Offer payments expertise to customer support teams.

• Mentor and develop talent, establish expectations, advocate for change, promote psychological safety, and nurture future leaders.

⛳️ Requirements

• Bachelor’s degree.

• 5 years of hands-on experience in direct-to-consumer payments operations.

• Authorized to work full-time in the United States.

• Strong working knowledge of card processing, settlements, disputes, chargebacks, and reconciliation.

• Familiarity with enterprise payment service providers and payment orchestration platforms.

• Experience in building or significantly enhancing operations.

• Strong analytical abilities and sound judgment.

• Capability to simplify payment complexities for non-specialist audiences.

• Ability to work independently in a dynamic, startup-like environment within a large enterprise.

• Exposure to international payment processes and cross-border expansion.

• Familiarity with SAP S/4HANA and/or Vertex for tax compliance.

• Experience in fraud prevention, underwriting, or risk monitoring.

• Understanding of PCI-DSS compliance requirements.

• Background in collaboration with Global Business Solutions or shared services teams.

• Willingness to travel 10–25%.

🏝️ Benefits

• Company bonus based partly on company and individual performance.

• Company-sponsored 401(k) plan.

• Pension scheme.

• Vacation benefits.

• Medical coverage.

• Dental coverage.

• Vision coverage.

• Prescription drug benefits.

• Flexible benefits, including healthcare and/or dependent daycare flexible spending accounts.

• Life insurance and death benefits.

• Time off and leave of absence benefits.

• Well-being benefits, including employee assistance programs, fitness benefits, and various employee clubs and activities.

• Employee resource groups and support networks.

• Disability accommodation support throughout the application process.