Senior Director of Expense Management Operations

AvidXchange is seeking a Senior Director, Expense Management Operations to serve as the central owner of the AvidXchange Expense initiative - an enterprise-wide program that represents the company's strategic expansion beyond Accounts Payable into broader spend management. This role sits within the Customer Care organization and carries cross-functional accountability across the entire COO organization, including Operations, Onboarding, Enablement, Knowledge Management, and Customer Success. While this program touches virtually every function in the COO organization, Customer Care is the deliberate home for this role. Expense success is ultimately measured by the customer experience - how smoothly customers are onboarded, how effectively they are supported, and how sustainably the product operates in production. Anchoring this role in Care ensures that the end-to-end customer journey remains the primary lens through which all launch and operational decisions are made. The Senior Director will be the leader driving operational readiness and sustainability from pre-launch through scaled, long-term operations - navigating a complex web of stakeholders, workstreams, and dependencies with clarity, discipline, and executive presence. What You'll Do Program Launch & Execution Own the Operations end-to-end Expense program plan across all launch phases - from existing customer pre-sell through General Availability and partner expansion - ensuring cross-functional workstreams remain aligned, on schedule, and on scope. Drive Go/No-Go readiness decisions in partnership with Product, Engineering, Operations, and Care leadership; surface risks, resolve blockers, and elevate to the Executive Steering Committee when necessary. Coordinate and lead program governance routines including the cross-functional X-Team, Executive Steering Committee readouts, and workstream-level planning sessions. Ensure operational readiness across all functional teams - including support model design, escalation paths, onboarding processes, case routing, enablement materials, and knowledge content - before each launch gate. Manage program-level risks and decisions, including pricing finalization, underwriting guardrails, customer eligibility criteria, and product readiness dependencies. Long-Term Operating Model & Sustainability Transition the Expense program from a launch-mode initiative into a durable, scalable operating model that the Care organization and cross-functional partners can sustain with confidence. Define and own the steady-state support model for Expense, including staffing requirements, escalation frameworks, SLA expectations, and performance monitoring. Partner with Knowledge Management, Enablement, and Care leadership to ensure ongoing training, content, and tooling remain current as the product evolves. Establish and track program health metrics - including customer adoption rates, onboarding cycle time, support ticket volume and resolution, and customer satisfaction - and drive continuous improvement initiatives. Lead post-launch retrospectives and translate operational learnings into actionable improvements across workstreams. Cross-Functional Leadership & Stakeholder Management Serve as the single point of accountability and escalation for the Expense program across the COO organization, regardless of functional ownership. Build trusted working relationships with leaders across Customer Success, Onboarding, Sales, Product Marketing, Finance, Legal, Engineering, and Demand Generation to drive coordinated execution. Represent the Expense program in executive forums, providing clear, concise status updates, risk summaries, and decision briefs to senior leadership. Navigate ambiguity and competing priorities with maturity; influence without authority across teams that do not report directly into this role. Champion a customer-first perspective in all program decisions, ensuring that operational and GTM choices are evaluated through the lens of customer experience and long-term retention. Operational Transformation & Process Optimization Define and lead the Customer Care operational transformation strategy, identifying opportunities across processes, technology, and operating models to improve efficiency, scalability, customer outcomes, and cost-to-serve Drive enterprise-level process optimization and standardization, redesigning end-to-end workflows to eliminate friction, reduce variability, improve productivity and resolution outcomes, and enable consistent execution across teams and channels Shape the technology strategy and roadmap for Customer Care, maximizing the value of existing platforms and identifying opportunities to leverage AI, automation, and emerging technologies to materially improve the customer and employee experience Partner with Technology, Product, Customer Success, Onboarding, and other executive stakeholders to align operational and technology priorities across the broader cust #J-18808-Ljbffr avidxchangeinc