Senior Director, Payments Operations


Philadelphia, PA

June 29, 2022

Responsible for directing and growing the activities of the Customer Payments Operations department in support of multiple Comcast businesses. Successful candidates are demonstrated leaders in the Payments domain with deep experience running operations at scale while building expertise among your team. Ensures that unit standards around customer profitability, pricing, contracts, and equipment investments are maintained. Adept at balancing day-to-day operations, while also identifying and implementing ways to optimize how we solve payment issues on the platform. Oversees the development and implementation of customer and contract performance metrics and tools. Provides leadership and direction for diverse and complex functions. Contributes to and interprets business strategies and develops organizational objectives to align with this strategy.

Core Responsibilities

  • Lead every aspect of payments operations and related tasks across Comcast payments, including payment implementation, new payment method on-boarding / off-boarding, performance management, incident management, and ad-hoc operational payments issues.
  • Evaluates actual results against expected performance and communicates areas for improvement.
  • Serve as a subject matter expert on payment operations including partnerships, processors, operations, and payment best practices.
  • Demonstrated ability to solve operational issues within a payments function while thinking cross-functionally across lines of business stakeholders, engineering, legal and finance.
  • Build strong relationships with, and align cross-functional stakeholders across Payment Technology, Finance, Customer Care, and other cross-functional areas in relation to business specific payments initiatives and driving consensus.
  • Responsibility for overseeing key functional groups within Payments team:
    • Chargeback / Returns Monitoring
    • Auth Analysis and Optimization
    • Relationship with external partners
  • Deep understanding of Card Network and NACHA Operating Rules to ensure Comcast remains compliant
  • Measures and analyzes actual performance and makes recommendations for improving profitability where needed.
  • Reviews and analyzes forecasts and recommends changes where appropriate. Updates forecasts for both current performance and new development to provide management with a current perspective of the business.
  • Directs training and education to Managers on metrics and tools to improve financial performance.
  • Develops and manages budget and expenses.
  • Hires, trains, evaluates, coaches and counsel’s staff.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Regular, consistent, and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as necessary.
  • Other duties and responsibilities as assigned.

Preferred Qualifications

  • 10+ years of experience including 6+ years of experience managing operations in payments/commerce support role.
  • Specific knowledge of card acquiring & ACH processing, networks & associations including but not limited to Wallets, OCTs, Apple Pay, etc.
  • Experience influencing senior level leadership internally and externally
  • BS/BA Degree or higher, MBA preferred

Employees at all levels are expected to:

  • Understand our Operating Principles; make them the guidelines for how you do your job.
  • Own the customer experience - think and act in ways that put our customers first, give them seamless digital options at every touchpoint, and make them promoters of our products and services.
  • Know your stuff - be enthusiastic learners, users and advocates of our game-changing technology, products and services, especially our digital tools and experiences.
  • Win as a team - make big things happen by working together and being open to new ideas.
  • Be an active part of the Net Promoter System - a way of working that brings more employee and customer feedback into the company - by joining huddles, making call backs and helping us elevate opportunities to do better for our customers.
  • Drive results and growth.
  • Respect and promote inclusion & diversity.
  • Do what's right for each other, our customers, investors and our communities.