Director of Operational Excellence & Service Enablement

TreviPay is a fast-paced, progressive company specializing in global B2B payments and invoicing. The Director of Operational Excellence & Service Enablement plays a critical leadership role in shaping how our Global operations teams deliver exceptional customer experience, operational efficiency, and scalable support. This leader must embody TreviPay’s core values of Tenacity, Empathy, and Ingenuity, serving as a champion for continuous improvement and as a steward of key operational functions that support Client AR and Customer Support.

The ideal candidate possesses a deep passion for customer experience, a drive to scale operations, and a commitment to quality. This individual thrives on optimizing processes and leading high-performing teams in a fast-paced environment.

The Director, Operational Excellence & Service Enablement, drives end-to-end operational efficiency while leading core Centers of Excellence that enable consistent, high-quality delivery across TreviPay’s global operations.

· This role oversees process improvement, service delivery infrastructure, and key internal production teams to ensure seamless support of customers, accounts receivable activities, and contact center operations.

· Partnering cross-functionally with Operations, Product & Technology, Account Management, and Risk Management, this leader identifies improvement opportunities, prioritizes initiatives, and delivers measurable business outcomes.

· Acting as an operational integrator, the role unifies processes, enables frontline teams with the right tools, and ensures customer-facing teams are supported by reliable, scalable operational capabilities.

· Establishes and maintains clear SLAs and quality standards by translating qualitative and quantitative insights into actionable improvements that elevate customer experience and support sustainable, high-quality delivery.

· Evaluates and recommends technology, automation, and workflow solutions to improve service enablement, productivity, and scalability.

This role is responsible for leading several teams within the Operations department. These teams represent the current scope and may evolve as the organization and strategy mature.

· Provide strategic and operational leadership to the cash application function, ensuring accuracy, timeliness, and efficiency in posting, application, and reconciliation of payments.

· Lead the creation and execution of collection strategies, developed in collaboration with the Credit and Risk teams.

· Partner with Credit, Risk, and Client AR leadership to continuously refine processes, implement technology enhancements, and improve client outcomes.

· Ensure call center infrastructure, reporting, and workforce planning meet business needs and support customer satisfaction goals.

· Lead the Senior Manager of Call Center Operations, who oversees:

o Telephony platform administration

o Routing strategy and call flow optimization

o Workforce management (forecasting, scheduling, real-time management)

· Oversee internal production teams to ensure accuracy, quality, and timely execution of all back-office activities.

· Identify opportunities for automation, standardization, and data-driven performance optimization.

· Lead the team responsible for process design, continuous improvement, and documentation to ensure they deliver measurable improvements that enhance customer experience, reduce complexity, and support scalable growth.

· Influences without authority by building strong, trust-based relationships across functions and levels of the organization, driving alignment and shared ownership of outcomes.

· Serves as a credible change agent, resolving complex operational challenges through strong facilitation, structured problem-solving, and sound judgment in ambiguous, fast-moving environments.

· Communicates with clarity and impact, translating complexity, data, and customer insights into practical, actionable strategies that drive execution and measurable results.

· Brings a forward-looking, system-oriented mindset, anticipating operational and customer needs while designing scalable, future-ready solutions that balance efficiency and experience.

· Anchors operational decisions in customer impact, ensuring improvements elevate both service quality and overall customer experience.

· Develops and elevates leaders by setting clear expectations, providing coaching and mentorship, and fostering a high-accountability culture that strengthens operational capability and builds a durable leadership bench.

· Takes end-to-end ownership of outcomes, using data to measure success, reinforce accountability, and continuously improve results.

· Bachelor’s degree required; Master’s degree preferred.

· 7+ years of progressive leadership responsibility, ideally in payments, AR operations, financial services, or complex service organizations.

· Global experience is a plus.

· Experience overseeing multi-disciplinary operational teams; exposure to call center operations or workforce management is a plus.

· Demonstrated experience with metrics, analytics, and performance management.

· Strong understanding of process design, operational governance, and continuous improvement methodologies.

· Proficiency with Microsoft products and comfort with workflow, automation, and telephony technologies.

· Some travel is required.

· Demonstrates TreviPay’s values of Tenacity, Empathy, and Ingenuity in all interactions.

· Strong time management and prioritization skills in a fast-moving environment.

· High attention to detail combined with the ability to think strategically.

· Positive, professional demeanor that inspires teams and fosters collaboration.

· Motivated, hard-working, and committed to delivering results.