Role Director of Operations Location Onsite in La Verne, CA (Relocation assistance is available)

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Management There will be three direct report managers overseeing customer service (6 people), tech support (6 people), and agent support (5people), resulting in indirect management of approximately 17 to 20 individuals.

Reports to CFO

Employment Type Full-Time, W2, Direct Hire

Benefits Medical, dental, and vision insurance plans available after 90 days, with the company covering 50% of medical premiums. 401(k) eligibility after one year of employment. Paid time off is available after 90 days.

The Company We are a private, rapidly growing payment processing leader, specializing in credit card processing services for internet, retail, MO/TO, and home-based businesses. Established in 2003, we process approximately 120 merchant accounts monthly and service a diverse merchant base including retail, brick-and-mortar stores, quick service restaurants, and some high-risk merchants.

Our operations support merchants nationwide, with a strong emphasis on maintaining customer satisfaction and efficient problem resolution. The company is recognized as one of the largest Independent Sales Organizations (ISOs) in the US but operates without wholesale risk or underwriting responsibilities. Our team is 30+ full-time employees all onsite featuring a robust bilingual workforce to support a significant number of Spanish-speaking clients.

We pride ourselves on a culture where many employees remain for 15+ years, emphasizing problem-solving, accountability, and leadership. The environment is fast-paced and demands a focus on smart, timely decisions that benefit our customers and support teams alike.

The Opportunity We are seeking a full-time Director of Operations to lead and oversee the daily credit card processing operations at our office in La Verne, CA. This is an on-site role responsible for managing multiple departments including risk, sales support, customer service, technical support, and agent support. The Director will ensure smooth workflow, delegate responsibilities effectively, and support the company’s revenue and profit goals by improving operational efficiencies.

Responsibilities Manage and assist personnel across customer service, technical support, agent support, retention, and department heads. Oversee merchant accounts in coordination with banking partners. Develop and implement organized workflows for efficient processing of merchant account applications. Delegate tasks and responsibilities to departments to maximize operational effectiveness and meet revenue/profit targets. Respond quickly to customer escalations, shipping issues, and problem resolution. Coach and manage teams to maintain high service standards and support agent and customer satisfaction. Monitor and enhance operational processes to improve overall performance.

Qualifications, skills, and experience Required Minimum 5 years of operations merchant payments industry experience. At least 5 years of hands-on management experience overseeing multiple departments. Strong tenure/employment history with consistent professional growth. Strong communication skills. Demonstrated ability to thrive in a fast-paced, high-pressure environment requiring quick, smart decision-making. Preferred Experience with Fiserv Omaha & Nashville Platforms, TSYS systems, or First Data systems is a big plus. Bilingual Spanish/English is a plus. Miscellaneous Candidate must be local to La Verne, CA or willing to relocate. (Relocation assistance is available.) The company cannot sponsor a Visa.