Director of Payments Strongsville, OH (opens in a new tab)

Foundation Software LLC

Since 1985, Foundation Software has been a leading provider of software and services built specifically for the construction industry. Our integrated solutions support contractors throughout the entire project lifecycle, from estimating and job cost accounting to project management, HR, time tracking, and payroll processing.

With more than 600 team members and offices across the United States, we combine industry expertise, technology, and exceptional service to help our customers work more efficiently and successfully. At Foundation Software, employees have the opportunity to contribute to meaningful solutions while learning and growing as part of a collaborative team.

Position Summary

The Director of Payments is responsible for the overall strategy, operational execution, and performance of the Foundation Pay (FP) product line across the entire customer journey, including underwriting, onboarding, implementation, support, and account management. This role ensures a seamless, efficient, and customer-focused experience while building the operational structure necessary to support current demand and future growth.

Working closely with executive leaders, the Director will drive the overarching strategy for Foundation Pay, aligning teams, processes, and resources to support scalability, customer retention, operational excellence, and product growth. This role will partner cross-functionally with Development, Education, Sales, and other operational teams to improve processes, enhance product functionality, strengthen customer education, and ensure customers receive consistent support throughout their relationship with Foundation Pay.

Essential Functions and Responsibilities

• Partner with executive leadership to develop and execute the overarching Foundation Pay strategy for 2027 and beyond, supporting long-term growth and operational success.
• Identify opportunities to improve operational efficiency, customer experience, retention, and overall product line growth.
• Establish, monitor, and report on KPIs across underwriting, implementation, support, and account management to measure performance and drive accountability.
• Build and maintain an effective team structure that supports the current customer base while enabling scalability over the next 1–5 years and beyond.
• Lead, mentor, and develop high-performing teams by establishing clear roles, responsibilities, ownership, and accountability across all operational functions.
• Evaluate staffing, training, and resource needs to support business growth, operational demands, and long-term scalability.
• Align operational teams to ensure customers move efficiently through underwriting, onboarding, implementation, support, and ongoing account management.
• Develop, document, and maintain standardized operating procedures (SOPs) to improve consistency, streamline workflows, and increase operational visibility.
• Identify process gaps, bottlenecks, and opportunities for automation, standardization, and improved cross-functional collaboration.
• Oversee the end-to-end customer journey, ensuring effective communication, seamless handoffs, clear ownership, and a consistent customer experience at every stage.
• Develop strategies to improve customer satisfaction, product adoption, engagement, and retention while building relationships with key customers and leading complex escalations.
• Partner with the Education team to enhance product documentation, training materials, onboarding practices, and ongoing education for employees and customers.
• Collaborate with Development and subject matter experts to identify product issues, communicate customer feedback, prioritize enhancements, and ensure product functionality supports customer and operational needs.
• Serve as the operational leader and subject matter expert for Foundation Pay, partnering with Sales, Development, Education, Support, and other stakeholders to align priorities and execute initiatives effectively.
• Use operational data, customer feedback, industry trends, and performance insights to drive continuous improvement while providing leadership with regular updates on results, risks, resource needs, and strategic initiatives.

Required Skills and Experience

• 7-10+ years of experience in payments operations, implementation, customer support, account management, or related customer-facing operational functions.
• 3-5+ years of leadership experience managing teams, developing operational processes, and executing strategic initiatives.
• Demonstrated understanding of the payments customer lifecycle, including underwriting, onboarding, implementation, ongoing support, and account management.
• Proven ability to build, develop, and scale teams to support current operational needs and future business growth.
• Experience developing, documenting, implementing, and maintaining SOPs and standardized workflows.
• Strong analytical skills, including experience establishing KPIs, evaluating performance, and using data to drive operational decisions.
• Exceptional leadership, coaching, mentoring, and team development capabilities.
• Excellent communication, interpersonal, and executive-level presentation skills.
• Demonstrated ability to manage complex customer relationships, escalations, and operational risks with professionalism and urgency.
• Strong cross-functional collaboration skills and the ability to influence stakeholders across all levels of the organization.
• Excellent organizational skills, attention to detail, and the ability to manage multiple strategic initiatives simultaneously.
• Proactive, solutions-oriented mindset with a commitment to operational excellence and continuous improvement.

Foundation is constantly recognized as one of Northeast Ohio's top workplaces. We are a 21-time winner of the NorthCoast 99 award, a multi-year winner of The Plain Dealer's Top Workplaces award, and have been recognized multiple years on the Inc. 5000 list of fastest-growing private companies in the U.S.

Let's start your future at Foundation!

Foundation Software is an Equal Opportunity Employer.