Director of Payment Operations
Clio is more than just a tech company–we are a global leader that is transforming the legal experience for all by bettering the lives of legal professionals while increasing access to justice.
Launched in late 2021, Clio Payments is already one of the fastest-growing legal payments solutions in the world, processing billions of dollars of client payments each year. We are continuing to grow at an increasingly fast pace both domestically and internationally, and are now seeking a highly experienced and skill Director of Payment Operations, with a strong track record in Payment Operations and Risk Management, to lead our scaling Payment Operations team.
The Payment Operations team, led by the Director of Payment Operations, is one of Clio’s fastest growing departments, responsible for the rapid scaling of its Clio Payments product throughout North America, and Clio’s broader international footprint!
The team is responsible for the entire customer journey - from client intake and onboarding, day to day account management, through to dispute resolution and fraud and credit monitoring.
Payment Operations is a critical function within Clio reporting directly to the VP of Financial Services, which is focused on driving results for the company through strategic, operational, and data-driven improvements.
Clio is looking for an experienced and data-driven leader, with strong payment operations and risk management experience to join our team as Director of Payment Operations. The candidate will have a critical role in influencing decisions related to product, pricing and customer experience while balancing process and risk.
What you will be doing:
Manage and grow the Payments Operations team within the financial services business unit organization that manages the day-to-day operations of our payment products
Manage the relationships with the key third-party service providers & partners who are required to deliver these payments services to our customers
Define and implement support flows, processes, and procedures to address and resolve in-market incidents and issues
Collaborate with cross-functional teams including Product, Technology, Finance, Customer Service, InfoSec, and Compliance teams to help deliver and operate new payments products and markets
Act as an escalation point for the Customer Service team to investigate customer issues
Act as a subject matter expert for payments platforms and manages; will be responsible for how these payment platforms are setup and configured to ensure all business requirements are met
Expand and refine on custom pricing strategies for new merchants, including negotiating custom rates for larger customers at scale
Build and execute against a new chargeback resolution strategy, maximizing win rates and delivering excellent customer experiences
Oversee daily reconciliation and financial reporting for the Payments business, including migrating away from manual reconciliation in favor of more efficient processes.
Who we’re looking for:
Fintech expert, in the areas of operations, risk management, accounting and finance. Banking experience also highly desired, with experience in acquiring and/or issuing, specifically as it relates to compliance, fraud and risk management
Direct experience working with modern fintech / BaaS companies such as Stripe, Adyen, Worldpay, Fiserv, AirWallex, Plaid etc highly desirable
Ability to think and operate at a “strategic level,” but drive execution on a “tactical level” with the willingness to roll-up sleeves
Influencer, partner, and leader who can work cross-functionally with engineering and financial business teams across a company to set and deliver on product vision
History of building and coaching high-performing teams who are motivated to do better and think bigger as a result of your leadership
Data-driven mindset and highly analytical with the desire and ability to dig into metrics to derive insights and drive decisions
Diversity, Inclusion, Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves, and are united by our mission. We are dedicated to diversity, equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included, valued, and enabled to do the best work of their careers, wherever they choose to log in from. We believe that different perspectives, skills, backgrounds, and experiences result in higher-performing teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation, please let us know and we will work with you to meet your needs.
Learn more about our culture at clio.com/careers