Director, Payments Operations at Mindbody
San Luis Obispo, CA, US / New York City, NY, US / Atlanta, GA, US

The Director, Payment Operations leads a team responsible for planning and delivering on all aspects of our integrated payments strategy to propel our company forward and deliver massive value & growth for our customers. This role leads operations, partner relationship management and risk for the Payments Operations team, and partners with functional leaders to drive bottom-line metrics to impact multiple areas of our business. This role is responsible for the success of company-wide initiatives to deliver on MINDBODY’s market, product, strategy and financial ambitions. This role has a responsibility to monitor global payment processing activity and ensure performance, productivity, for efficient operations. 


  • Bachelor’s Degree in Business Administration, Finance, Economics, Statistics or related field required; Master’s degree preferred
  • 10+ years’ experience in Payments operations, including 5+ years in a leadership capacity. Thorough understanding of the Payments landscape, specifically the role that ISVs have traditional played in the market
  • Specific experience related to Payment Facilitation a plus
  • ACH Professional (AAP) accreditation. Specific experience in payments underwriting, risk, chargebacks and/or collections a significant plus
  • Strong background in, compliance, governance, and regulatory restrictions across various payments types
  • International payments experience, specifically related to pricing and interchange a plus
  • Skilled with payments monitoring, recovery, and integrated models
  • Understands the customer and partner experience and aligns programs and strategies to optimize
  • Strong business and technical acumen and executive presence, combined with deep analytical and organizational skills; strong understanding of value drivers in recurring revenue business models
  • Ability to develop strong relationships with C-level executives; Strong leadership skills and a drive to make a large impact on our company, our customers, and their customers
  • Passionate and creative leader with a proven track record in leading and motivating teams
  • Ability to drive change management; guide the team with confidence and empathy through a fast-paced, changing environment
  • Passion for data, analytics, and process: dive into data to understand metrics and continuously refine & improve our company strategy and performance
  • Excellent communication skills and ability to lead effective meetings with multiple stakeholders; exceptional cross-organization collaboration and leadership skills
  • Experienced in project management and business operations best practices, proven ability to efficiently complete projects and initiatives on time and on target
  • Proven ability to work in an ambiguous environment and collaborate across multiple areas in order to achieve a common business objective
  • Ability to prioritize among demands
  • Proficient experience with Google Applications and MS Office, including Excel and PowerPoint
  • Strong analytical skills and ability to identify patterns, process information quickly and make decisions in a timely manner
  • Proficiency in data visualization with tools such as Tableau


  • Lead payment specific initiatives to success by forging strong cross-functional relationships, influencing without authority, communicating effectively, and devising creative solutions to strategic problems
  • Drive transformational initiatives requiring significant change management with empathy and compassion
  • Build, plan, and deliver on strategic, company-wide initiatives that are imperative for our company growth and ambitions
  • Own the primary relationships with all of MINDBODY’s payment partners
  • Own and expand the organizational discipline around underwriting and risk
  • Report on, and present to executives, the goals and outcomes of the organzation
  • Apply structure to ambiguous and complex problems in different areas of the business
  • Develop compelling action plans and hypotheses
  • Ensures proper communication and compliance of company and regulatory policies affecting areas managed
  • Identify levers to improve and drive initiatives impacting key metrics for our company and our customer success organization, for example
  • Lead a world-class team: recruit, mentor, groom and inspire the team
  • Create a positive, productive environment for the team to thrive in
  • Clearly articulate the organization's mission and goals, motivating team to over-achieve on those goals and be enthusiastically accepted as a leader
  • Provide mentoring & feedback to support your team's growth and ability to shine
  • Build a pipeline of great candidates; establish a rigorous interview process