Senior Director of Expense Management Operations
$63,000–$63,000 year
HybridCharlotte, North Carolina, United States
Job Summary
Own the end-to-end launch and long-term sustainability of the enterprise-wide Expense Management program, driving Go/No-Go readiness decisions and managing cross-functional workstreams across Operations, Onboarding, Enablement, and Customer Success. Lead program governance routines, including Executive Steering Committee readouts and risk escalation, while defining the steady-state support model with staffing requirements, escalation frameworks, and SLA expectations. Transition the initiative from launch mode to a durable operating model by establishing health metrics, driving continuous improvement, and championing a customer-first perspective in all operational and GTM choices.
Required Qualifications
- 10+ years of experience in program management, customer operations, or product operations
- at least 3 years in a senior leadership capacity
- Demonstrated success leading complex, multi-workstream programs at a company undergoing significant product or market expansion
- Strong command of launch management, including cross-functional readiness frameworks, risk management, and go-live governance
- Experience partnering with Product, Engineering, and GTM teams simultaneously, translating technical realities into operational and customer-facing plans
- Exceptional stakeholder management and executive communication skills
- High tolerance for ambiguity; ability to create structure and momentum in environments where roles and ownership are still being defined
Desired Qualifications
- Experience in B2B SaaS, fintech, or payments — particularly with expense management, corporate card programs, AP automation, or spend management solutions
- Deep familiarity with all aspects of card program operations, including front office (cardholder onboarding, customer service, and spend controls), back office (reconciliation, billing, statement processing, and reporting), and settlement procedures (clearing, funding timelines, and bank partner coordination)
- Experience integrating with or operationalizing fraud detection and prevention capabilities within a card or payments program — including dispute workflows, transaction monitoring, velocity controls, and coordination with fraud operations or third-party fraud vendors
- Background in or strong familiarity with Customer Care or Customer Success organizations; understanding of support models, escalation design, and care operations
- Experience managing programs with dotted-line accountability structures across multiple functions
- Familiarity with tools and partners such as Mastercard, Salesforce, Gainsight, or similar platforms used in customer onboarding and success workflows
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.