About the position:

Do you have a relentless focus on efficiency and cost optimization and thrive in a fast-paced, highly entrepreneurial environment? If you want to be a part of revolutionizing the way people pay their bills, then we need your help. 

As Senior Director of Operations, you will develop and implement a payment fulfillment and customer support strategy. You’ll bring the analytical firepower to the Payment Operations team. 

Success in this role means scaling the business through data-driven decision making and operational expertise. You’ll be responsible for determining staffing models, running cost-benefit analyses, creating new operational process flows, and understanding tradeoffs of various fulfillment models and much more. You’ll use complex data and analytics to get our bills paid and exceed customer expectations. 

Teamwork, flexibility, communication, and a willingness to learn are of the highest importance. Papaya believes that diversity helps build an inclusive culture where all team members can grow, contribute, and feel valued. If you agree, we’d love to hear from you!

What you would be doing: 

• Monitor and optimize the payment fulfillment process by helping Papaya move toward the most effective and efficient payment channels and methods
• Scale a team of Operations Specialists that execute payment fulfillment, partner conversion, and customer service
• Provide overall strategy for systems, fraud detection, protection and member experience within the channel
• Establish and use metrics to monitor and optimize team and individual performance
• Work across the organization to identify and implement innovative offerings that will improve processes and experience for our team members, consumers, and merchants

We’d like to hear from candidates with: 

• A strategic mindset. You develop and execute against long-term projects and goals
• Operations experience. 7+ years building and leading high-performing operational teams
• Cost optimization expertise. Demonstrated financial management and budgeting skills. You have a solid track record of maintaining profit margins and developing internal control systems to ensure accountability
• Analytical approach. You understand and can articulate how different metrics affect each other
• A “people first” leadership style. You are a strong communicator, lead by example, and motivate teams with a thorough understanding of organizational behavior, workforce planning, metrics, and analytics

We’d be especially excited if you have experience in a direct to consumer startup. If you have prior experience in Fintech, don’t forget to mention it.

Why Papaya?

Papaya started in 2016 with a goal to alleviate the stress of paying bills. We’ve adopted our phones for everything else, why not eliminate the need for calls, mailing checks, and tedious web forms? We are expanding mobile share of the $4T US consumer bill space, and are one of the fastest growing startups in Los Angeles. 

The key to our success? Our people. From engineering, sales, to operations, Papaya’s team is comprised of some of the most intelligent, humble, diverse, and resourceful people you’ll ever meet. With the help of successful investors including Sequoia Capital, First Round Capital, and Silicon Valley Bank; Papaya is building something special. Our impact-driven team receives competitive salary, benefits, equity, and agency. 

We love to celebrate our incredible group of hardworking employees - and it shows. We’re proud to say that we were voted one of Built In LA’s Best Small Companies to Work for in 2020! Learn more and come join us. Find out what the next step in your career could look like here at Papaya.