Senior Director / Director, Payment Operations

Our Culture and Impact Cvent is a leading meetings, events, and hospitality technology provider with more than 5,500+ employees and ~30,000 customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we’re transforming the meetings and events industry through innovative technology that powers the human connection. Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections. AI at Cvent: Leading the Future Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we’re committed to continuous learning and adaptation—AI isn’t just a tool for us, it’s part of our DNA. We’re looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you’ll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation. Cvent is hiring a Director, Payment Operations to own the strategy, systems, and vendor ecosystem behind Cvent Payments - the PCI Level 1, Stripe Connect-powered payment processing capability embedded across Cvent's event platform. Cvent Payments handles event registration payments, automated payouts and remittances, onsite payment processing via Cvent OnArrival, and multi-currency transactions (130+ currencies, major card types, Apple Pay and Google Pay) for organizers globally. This is a strategic, cross-functional leadership role: you will own the Stripe relationship and payments roadmap, and partner closely with Product, Engineering, Sales, and Accounting to scale a payments capability that supports Cvent's global growth. You will also lead the team responsible for day-to-day payment operations, compliance, and risk management. In This Role, You Will: Payments Strategy & Vendor Management Own the end-to-end relationship with Stripe (Cvent Payments' processing partner via Stripe Connect) and any additional acquiring/banking partners; lead contract negotiations, pricing structure, and SLA management. Develop and maintain a multi-year payments roadmap aligned to Cvent's product and international growth strategy, including new payment methods, currencies, and markets. Evaluate and select new payment partners and technologies as the business scales; build the business case and lead vendor RFPs where needed. Own total cost of payment acceptance and identify opportunities to improve margin through routing, reserves management, and fee structure optimization. Optimize pricing, margins, and reporting by analyzing processing costs, interchange, and fee structures to improve profitability. Systems, Process & Performance Partner with Product and Engineering on the Cvent Payments platform roadmap, including self-service merchant onboarding, automated payouts/remittances, tax collection, and onsite payment processing. Drive automation and continuous improvement across transaction processing, reconciliation, chargebacks, and exception management. Define and report on payment operations KPIs — authorization rates, cost of acceptance, days-to-settle, dispute/chargeback rates, failed payout rates — to executive leadership. Risk & Compliance Maintain Cvent Payments' PCI Level 1 Service Provider status and data security standards