Director, Global Payments

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products, business, and workplace culture have received numerous awards, such as being named to the Forbes Cloud 100 and a Fortune Best Workplace in Technology. This position is hybrid, combining remote work with in-person collaboration at our Salt Lake City, UT office two days per week (Tuesday and Thursday). At Lucid, we hold true to our core values of teamwork over ego, innovation in everything we do, individual empowerment, initiative, and ownership, and passion and excellence in every area. We value diverse perspectives and are dedicated to creating an environment that is respectful and inclusive for everyone.

As the Director of Global Payments at Lucid, you will lead the strategic innovation and day-to-day execution of our global payment ecosystem. Lucid operates on a high-velocity Product-Led Growth (PLG) model where the payment experience is a primary driver of customer acquisition, expansion, and retention. You will own the infrastructure and vendor relationships that support our massive B2C user base while ensuring our B2B billing and payment flows are seamless for our enterprise clients.

Your primary mission is to shift our payment function from "operational" to "performance-optimized." Your success will be measured by your ability to maximize global authorization rates, successfully implement localized payment methods, and reduce involuntary churn through sophisticated, data-driven payment strategies.

Responsibilities:

• Global Payment Optimization: Define and execute the roadmap for global payment performance. Your primary focus is localization—ensuring Lucid offers the most effective and performant payment methods for every geographic region we serve.
• APM & Localization Strategy: Lead the evaluation and implementation of Alternative Payment Methods (APMs) to increase conversion in international markets where local payment "rails" are preferred over traditional credit cards.
• Authorization Rate Performance: Own the health of the payment funnel. Monitor and improve authorization success rates through analysis of processor performance, card types, and regional failure codes.
• Involuntary Churn Mitigation: Drive revenue retention by optimizing dunning logic, retry strategies, and leveraging modern payment tools (e.g., account updaters and network tokens) to rescue failing subscriptions.
• PLG & B2C Excellence: Partner with Digital Marketing and Product to ensure a frictionless self-serve checkout experience, removing payment barriers throughout the user journey. Drive the implementation of changes to ensure that they are delivered in a timely manner and meet the objectives.
• B2B & Enterprise Support: Collaborate with Finance and Sales to ensure our payment stack supports the complexity of B2B transactions, including the migration of individual PLG users to enterprise-level contracts.
• Fraud & Risk Strategy: Architect a balanced risk management framework that minimizes chargebacks and card testing attacks without hindering legitimate revenue. You will continuously tune fraud logic to optimize the delicate trade-off between blocking bad actors and maintaining low false-positive rates for genuine customers.
• Vendor Management: Act as the primary owner for all global payment processors and FinTech partners. Lead contract negotiations, manage renewals, and hold partners accountable to performance benchmarks.
• Strategic Evolution: Evaluate our current "hub and spoke" architecture and build the business case for future-state tooling, such as a dedicated payment orchestration layer, to increase global agility and redundancy.

Requirements:

• Experience: 7 years of experience in Global Payments, FinTech, or Payment Operations, with at least 3 years in a leadership role.
• B2C & B2B Mastery: Proven track record managing payments for high-volume, global B2C subscription models as well as complex B2B/Enterprise billing requirements.
• Localization & APM Expertise: Deep, hands-on experience implementing local acquiring and APMs (e.g., SEPA, Pix, digital wallets) across EMEA, APAC, and LATAM.
• PLG Mindset: Direct experience working in a Product-Led Growth environment where payments are leveraged as a growth lever for user expansion.
• Technical Strategy: Demonstrated experience navigating or leading the transition from billing-led routing to advanced Payment Orchestration or multi-processor environments.
• Regulatory & Compliance Knowledge: Expert understanding of the global regulatory landscape, including PCI-DSS, PSD3, SCA, and local data residency requirements.
• Scale: Background in managing payments for a freemium-to-paid SaaS model at a significant global scale.
• Communication: Exceptional ability to translate complex payment data into actionable insights for stakeholders ranging from technical engineers to executive leadership.

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