Senior Director, Payment Operations

🕒 July 31

🏄 California – Remote

🏄 California – Remote

💵 $154.5k - $226.6k / year

⏰ Full Time

🟠 Senior

⚙️ Operations

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Eli Lilly and Company

WebsiteLinkedInAll Job Openings

10,000+ employees

💊 Pharmaceuticals

🏥 Healthcare

🧬 Biotechnology

💰 $6.5M Post-IPO Debt - Eli Lilly on 2024-02

Pharmaceuticals • Healthcare • Biotechnology

Eli Lilly and Company is a multinational pharmaceutical company that researches, develops, manufactures, and markets prescription medicines across multiple therapeutic areas including diabetes, oncology, immunology, neuroscience, and pain. Headquartered in Indianapolis, Indiana, Lilly is known for its extensive R&D, clinical development, and global commercialization of biologic and small-molecule drugs. The company focuses on drug discovery, clinical trials, regulatory approvals, and large-scale pharmaceutical manufacturing and distribution.

📋 Description

• Lead the end-to-end payment operations function for LillyDirect • Stand up and stabilize payment operations • Build, recruit, and lead a dedicated payment operations team as volume and complexity scale • Own daily payment operations, including disputes, chargebacks, vendor oversight, escalations, and reconciliation • Serve as the internal subject matter expert for the payment service provider • Coordinate daily payout reconciliation and SAP accounting entries with Finance and Global Business Solutions • Handle complex payment, refund, and dispute-related customer escalations • Design the target-state payment operations operating model, including roles, workflows, controls, and escalation paths • Design, document, and maintain payment operations SOPs • Implement audit-ready and scalable controls and workflows • Enhance the patient-facing payment experience, including payment methods, checkout flows, and error resolution • Identify operational tasks for automation and partner with Tech@Lilly and Platform Experience to embed automation • Drive payment-method innovation and updates • Own the payment service provider relationship, including SLA monitoring and issue escalation • Serve as the primary payments contact for international affiliates during global market expansion • Contribute operational and financial perspectives to payment tool optimization • Ensure payment revenue, processing fees, and margin are accurately captured and communicated • Build dashboards and reporting for leadership visibility into payment economics • Support monthly close, audits, and internal controls • Collaborate with Customer Care, Finance, Platform Experience, Tech@Lilly, Global Business Solutions, and external partners • Represent payment operations in product and technology roadmap decisions • Provide payments expertise to customer support teams • Coach and develop talent, set expectations, champion change, foster psychological safety, and build future leaders

🎯 Requirements

• Bachelor’s degree • 5 years of direct-to-consumer payments operations experience with direct, hands-on experience • Authorized to work full-time in the United States • Strong working knowledge of card processing, settlements, disputes, chargebacks, and reconciliation • Familiarity with enterprise payment service providers and payment orchestration platforms • Experience building or significantly improving operations • Strong analytical skills and judgment • Ability to translate payments complexity for non-specialist audiences • Ability to work independently in a fast-paced, startup-like environment within a large enterprise • Exposure to international payment flows and cross-border expansion • Familiarity with SAP S/4HANA and/or Vertex for tax compliance • Experience with fraud prevention, underwriting, or risk monitoring • Familiarity with PCI-DSS compliance requirements • Background working with or alongside Global Business Solutions or shared services teams • Willingness to travel 10–25%

🏖️ Benefits

• Company bonus depending in part on company and individual performance • Company-sponsored 401(k) • Pension • Vacation benefits • Medical benefits • Dental benefits • Vision benefits • Prescription drug benefits • Flexible benefits, including healthcare and/or dependent day care flexible spending accounts • Life insurance and death benefits • Time off and leave of absence benefits • Well-being benefits, including employee assistance program, fitness benefits, and employee clubs and activities • Employee resource groups and support networks • Disability accommodation support during the application process