Director, Payments Services

Overview

Storable Payments is migrating its processing platform across thousands of merchant accounts over the next several quarters. This program affects pricing, client communications, and day-to-day account operations for merchants across the platform.

The Director, Payments Services owns migration program execution, client-facing pricing operations, and the merchant account management motion for Storable's core storage-vertical merchants. This purpose-built role provides a single, accountable owner for a defined function and partners closely with Payments Operations, Product, Engineering, Finance, and Customer Success.

Success in this role requires strong operational judgment, commercial fluency, and the ability to lead client-facing teams through complex change while protecting the merchant experience.

What you'll do every day

• Own migration cohort planning and sequencing, including scheduling, client communications, and cutover coordination across Product, Engineering, and Customer Success.
• Manage the enterprise and exception account list and create transition plans for accounts outside standard migration cohorts.
• Coordinate cross-functional execution to move merchant accounts through migration milestones with minimal disruption.
• Report migration progress, risks, decisions, and dependencies to the GM and cross-functional stakeholders on a consistent cadence.
• Own commercial pricing operations, including rate structuring, quoting, and packaging for the merchant relationship and pricing motion.
• Partner with Finance and the Director, Payments Operations on pricing cleanup, PCI non-compliance fee strategy, and client-facing rate communications.
• Ensure pricing changes are communicated clearly, accurately, and consistently to affected merchants.
• Own escalation management for significant client issues, serving as the accountable point of contact and ensuring timely, well-prepared responses.
• Manage and develop the Merchant Services Executives and strengthen the team's account management practices.
• Use AI tools to analyze migration, pricing, and client signals, improving prioritization, risk visibility, reporting quality, and team productivity.

What you need to bring

• 5+ years of experience in payments or fintech client operations, migration program management, or a comparable execution-focused operations role.
• Experience running or meaningfully contributing to a large-scale platform or processor migration, including cohort planning, client communications, and cutover execution.
• Commercial pricing experience, including rate structuring, quoting, or packaging in a merchant-facing account management environment.
• Experience managing and developing a team of merchant-facing account managers or similar client-facing professionals.
• Comfort taking direct ownership of complex client escalations and serving as the accountable voice in difficult client conversations.
• An AI-forward mindset with a track record of identifying or implementing AI-driven improvements to workflows, reporting, or team outcomes.

Bonus points

• Experience managing payment processor migrations involving a large and diverse merchant account base.
• Familiarity with PCI DSS, payment compliance, or non-compliance fee programs.
• Experience in vertical SaaS, self-storage, or another multi-tenant technology business.
• Experience building operating cadences, escalation frameworks, or pricing governance processes.
• Experience applying AI-assisted analytics or workflow automation to merchant services, account management, or operations.

All applicants must be currently authorized to work in the United States on a full-time basis.

To be eligible for employment, you must reside in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, IA, KS, LA, MD, MA, MI, MN, MO, MS, NC, NE, NJ, NV, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WY.