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About the Role

The Head of Payment Services will lead the global strategy, controls, and operations for the merchant acquiring and payment acceptance program, focusing on risk management, portfolio health, operational excellence, and merchant experience. This role is responsible for the entire merchant services lifecycle, from onboarding to partner oversight, ensuring a compliant, scalable, and high-performing payments program.

Responsibilities

Own the end-to-end merchant services program, including merchant acquisition enablement, onboarding, implementation, administration, and ongoing support.
Develop and execute the merchant services strategy and operating plan aligned with company revenue, retention, customer experience, and risk objectives.
Manage strategic relationships with acquiring banks, processors, gateways, and key technology vendors.
Negotiate contracts, pricing, service-level agreements, and risk and compliance requirements.
Oversee merchant onboarding and KYC/KYB processes in partnership with Risk and Compliance.
Establish and operate a comprehensive portfolio risk governance program.
Own the fraud and chargeback operations strategy in partnership with Fraud and Risk teams.
Maintain a strong control environment through documented policies and procedures.
Drive operational excellence across settlement and funding, reconciliation, chargebacks and representment, disputes, and merchant account maintenance.
Lead the response to payment and merchant risk events, including fraud spikes, compliance breaches, and funding or settlement issues.
Monitor and improve key portfolio metrics, including approval rates, activation, processing volume, attrition, fraud and chargeback performance, reserve exposure, and net revenue yield.
Establish and maintain operational and risk dashboards, early-warning indicators, trend reporting, and exception monitoring.
Partner with Product and Engineering to strengthen operational resilience and payment risk capabilities.
Partner with Sales and Relationship Management teams to operationalize merchant offers.
Manage approved PCI auditor relationships and associated compliance reporting requirements.

Requirements

Bachelor’s degree in Business, Finance, Operations, or a related field, or equivalent practical experience.
8+ years of experience in large corporate merchant services, acquiring, fintech, payments, or related financial services roles.
Demonstrated experience managing payment partners and vendors, including processors, gateways, orchestrators, and acquiring banks, with experience negotiating commercial terms.
Strong working knowledge of card brand rules, chargebacks and disputes, fraud and loss concepts, settlement and funding, and reconciliation processes.
Experience designing and operating controls, policies, procedures, and monitoring programs within a regulated environment.
Experience supporting audits, regulatory or partner examinations, and compliance reviews.
Strong analytical and financial acumen, with the ability to understand and manage key P&L drivers including processing volume, yield, pricing, and cost-to-serve.
Excellent stakeholder management and communication skills, with demonstrated ability to influence and partner effectively across Sales, Product, Risk, Compliance, Finance, and other functions.

Skills

Risk Management
Portfolio Health
Operational Excellence
Merchant Experience
Payment Acceptance
Fraud Prevention
Compliance
Scalability
Negotiation
Contract Management
Service-Level Agreements (SLAs)
KYC/KYB Processes
Chargeback Management
Dispute Resolution
Financial Acumen
Stakeholder Management
Communication
Influence
Partnership
PCI Compliance

Location

New York City

Work Type

Hybrid

Experience Level

8+ years of experience

Education Level

Bachelor's degree in Business, Finance, Operations, or a related field, or equivalent practical experience.

Benefits

Comprehensive full medical, dental and vision Insurance
Basic Life Insurance at no cost to the employee
Company paid short-term and long-term disability
12 weeks of 100% paid Parental Leave
Health Savings Account (HSA)
Flexible Spending Accounts (FSA)
Retirement savings plan
Personal Paid Time Off
Paid holidays and company-wide Wellness Day off
Paid time off to volunteer at nonprofit organizations
Pet friendly office environment
Commuter Benefits
Group Pet Insurance
On the job training and skills development
Employee Assistance Program (EAP)

About the Company

Established in 2021, Independence Pet Holdings is a corporate holding company that manages a diverse and broad portfolio of modern pet health brands and services, including insurance, pet education, lost recovery services, and more throughout North America.
We believe pet insurance is more than a financial product and build solutions to simplify the pet parenting journey and help improve the well-being of pets.
As a leading authority in the pet category, we operate with a full stack of resources, capital, and services to support pet parents.
Our multi-brand and omni-channel approach include our own insurance carrier, insurance brands and partner brands.