VP of Operations and Technology

Working at Paystri

When you arrive at the virtual office, are you excited about the day ahead? Do you want to see your work make a direct impact on the business and the success of its customers? Do you enjoy working in a fast-paced environment, with a top-tier team, as part of a growing company? If so, Paystri is the place for you.

At Paystri, we're uniquely focused on the entire customer journey. We partner with customers each and every step of the way to ensure comprehensive satisfaction and success. Paystri is actively seeking a talented, highly motivated and experienced executive to join our team.

Mission

The mission of the Vice President of Operations & Technology is to oversee and optimize all companywide processes and systems for Paystri to achieve it’s growth goals by 2027. As the top operations leader and as a role model for the team, you will inspire excellence through coaching, supporting, and providing opportunities for growth. In this role you will lead the company efforts to implement process and technology to drive efficiency, profit, and a world-class customer, partner, and employee experiences. As a member of the leadership team, you will work and collaborate with the CEO, President, Head of Sales, and Senior Financial Officer.

Your Team

Customer Success Team Lead – Responsible for managing customer success team
Customer Experience Lead – Responsible for customer and partner onboarding
Systems Quality Manager – Responsible for process optimization and system development
Financial Administrator – Responsible for executing accounts payable, book-keeping, payroll, and residual processing
Outsourced CFO – Responsible for financial metrics, annual plan, and guidance

Responsibilities

Leadership Team

Present at quarterly leadership meetings
Contribute to budget discussions
Contribute to strategy discussions

Customer Success Team (Customer Service / Technical Support)

Create & track KPIs to improve team’s performance
Implement automation and AI to improve efficiency
Document systems and processes
Recruit & train new team members
Optimize escalation procedures
Get ready to scale this team

Account Boarding

Create & track KPIs to improve team’s performance
Implement automation and AI to improve efficiency
Document systems and processes
Recruit & train new team members
Get ready to scale this team

Customer Retention

Increase customer delight
Decrease churn / attrition
Create & track KPIs to improve team’s performance (KPI’s, survey results, NPS)
Implement automation and AI to improve efficiency
Document systems and processes
Proactive outreach & communication with customers

Financial Operations

Cash flow management
Accounts payable
Manage budgets
Decrease spending
Review vendors, pricing, and contract renewals
Conduct RFP process for new vendors
Rate increase analysis and implementation
Collaborate on the Paystri Annual Plan
Create & track KPIs to improve team’s performance
Implement automation and AI to improve efficiency
Document systems and processes
Recruit & train new team members
Weekly payroll processing with finance team
Partner bonus and commission calculations & reporting with finance team
Sales bonus and commission calculations & reporting with finance team

Data Operations

Oversee/assist the Finance Team with mission critical monthly data processing (known as residual data processing)
Data auditing to improve residual accuracy, increase income, and decrease expense
Create & track KPIs to improve team’s performance
Implement automation and AI to improve efficiency

Technology

Implement AI and Automation in all areas of company to create a frictionless customer experience and improve upon employee efficiency
Ownership of technology and database roadmaps
Project manage/oversee custom development projects
Improve systems, business process, and workflows
Ownership of testing, process, and systems documentation
Ownership of IT (outsourced)
Ownership of cybersecurity (outsourced)
Support other departments with KPI, documentation, & process improvement

Human Resources

Focus on the employee experience in recognition that our team is our most valuable asset and a key differentiator
Escalated employee issues
Benefits program administration
Employee onboarding/offboarding

Key Candidate Characteristics

Strategic vision
Passionate about process, process improvement, and technology
Equally passionate about an ideal customer and employee experience
Ability to work with leadership and employees by drawing a line of site between strategy and the day to day
Desire for speed – quick action to bring results

Skill Requirements

8-10 years of experience
3 plus years of experience in a startup environment
Five or more years in a leadership role managing a team in Payments or FinTech
Skilled in communication and leadership
Experience using technology to create automation and improve processes.
Project management skills

Strong attention to details: Agile, Waterfall, and Six-Sigma Methodology
Strong skill level in Microsoft Excel and using pivot tables and other BI tools
Knowledge of computer network architecture and cyber security

Competencies

Natural leader
Flexible – thrives in a fast-paced changing environment
High sense of urgency
Curious
Intelligent
Humble
Coachable
Self-Starter
Willing and able to travel and present in person
Able to report directly to the President and Board of Directors
Strong interpersonal and relationship skills

Benefits

Transaction Bonus Plan
Vacation: 4 weeks PTO plus 12 major holidays
Parental Leave: 2 weeks paid, and 10 weeks paid after 1 year of service
Health Insurance: Blue Cross (PPO & HMO Available) - Paystri pays 70% of premium
Dental Insurance: Paystri pays 70% of premium
Short Term Disability: Paid by Paystri
Long Term Disability: Paid by Paystri
AD&D: Paid by Paystri
Flex Spending Accounts (for health and dependent care): Sponsored by Paystri
401 (k): Vanguard