AvidXchange is seeking a Senior Director, Expense Management Operations to serve as the central owner of the AvidXchange Expense initiative — an enterprise-wide program that represents the company's strategic expansion beyond Accounts Payable into broader spend management. This role sits within the Customer Care organization and carries cross-functional accountability across the entire COO organization, including Operations, Onboarding, Enablement, Knowledge Management, and Customer Success.
While this program touches virtually every function in the COO organization, Customer Care is the deliberate home for this role. Expense success is ultimately measured by the customer experience — how smoothly customers are onboarded, how effectively they are supported, and how sustainably the product operates in production. Anchoring this role in Care ensures that the end-to-end customer journey remains the primary lens through which all launch and operational decisions are made.
The Senior Director will be the leader driving operational readiness and sustainability from pre-launch through scaled, long-term operations — navigating a complex web of stakeholders, workstreams, and dependencies with clarity, discipline, and executive presence.
What You'll Do
Program Launch & Execution
- Own the Operations end-to-end Expense program plan across all launch phases — from existing customer pre-sell through General Availability and partner expansion — ensuring cross-functional workstreams remain aligned, on schedule, and on scope.
- Drive Go/No-Go readiness decisions in partnership with Product, Engineering, Operations, and Care leadership; surface risks, resolve blockers, and escalate to the Executive Steering Committee when necessary.
- Coordinate and lead program governance routines including the cross-functional X-Team, Executive Steering Committee readouts, and workstream-level planning sessions.
- Ensure operational readiness across all functional teams — including support model design, escalation paths, onboarding processes, case routing, enablement materials, and knowledge content — before each launch gate.
- Manage program-level risks and decisions, including pricing finalization, underwriting guardrails, customer eligibility criteria, and product readiness dependencies.
Long-Term Operating Model & Sustainability
- Transition the Expense program from a launch-mode initiative into a durable, scalable operating model that the Care organization and cross-functional partners can sustain with confidence.
- Define and own the steady-state support model for Expense, including staffing requirements, escalation frameworks, SLA expectations, and performance monitoring.
- Partner with Knowledge Management, Enablement, and Care leadership to ensure ongoing training, content, and tooling remain current as the product evolves.
- Establish and track program health metrics — including customer adoption rates, onboarding cycle time, support ticket volume and resolution, and customer satisfaction — and drive continuous improvement initiatives.
- Lead post-launch retrospectives and translate operational learnings into actionable improvements across workstreams.
Cross-Functional Leadership & Stakeholder Management
- Serve as the single point of accountability and escalation for the Expense program across the COO organization, regardless of functional ownership.
- Build trusted working relationships with leaders across Customer Success, Onboarding, Sales, Product Marketing, Finance, Legal, Engineering, and Demand Generation to drive coordinated execution.
- Represent the Expense program in executive forums, providing clear, concise status updates, risk summaries, and decision briefs to senior leadership.
- Navigate ambiguity and competing priorities with maturity; influence without authority across teams that do not report directly into this role.
- Champion a customer-first perspective in all program decisions, ensuring that operational and GTM choices are evaluated through the lens of customer experience and long-term retention.
Operational Transformation & Process Optimization
- Define and lead the Customer Care operational transformation strategy, identifying opportunities across processes, technology, and operating models to improve efficiency, scalability, customer outcomes, and cost-to-serve
- Drive enterprise-level process optimization and standardization, redesigning end-to-end workflows to eliminate friction, reduce variability, improve productivity and resolution outcomes, and enable consistent execution across teams and channels
- Shape the technology strategy and roadmap for Customer Care, maximizing the value of existing platforms and identifying opportunities to leverage AI, automation, and emerging technologies to materially improve the customer and employee experience
- Partner with Technology, Product, Customer Success, Onboarding, and other executive stakeholders to align operational and technology priorities across the broader customer journey and ensure investments address the highest-value business opportunities
Transformation Governance, Measurement & Change
- Own the portfolio of Customer Care transformation initiatives, establishing governance, prioritization, investment frameworks, and sequencing to focus resources on the highest-impact opportunities and deliver measurable business outcomes
- Establish executive-level performance and value measurement, defining KPIs, SLAs, dashboards, and success measures that provide visibility into operational health, transformation progress, and realized business impact
- Lead organizational readiness and adoption for significant operational change, integrating people, process, technology, training, and communications while proactively identifying and mitigating adoption risks
- Build executive alignment and accountability for sustained outcomes, translating complex opportunities into compelling, data-driven narratives, securing cross-functional commitment, and ensuring improvements are embedded and continuously optimized
What We're Looking For
Required
- 10+ years of experience in program management, customer operations, or product operations, with 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; comfortable presenting to C-level audiences.
- High tolerance for ambiguity; ability to create structure and momentum in environments where roles and ownership are still being defined.
Preferred
- 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). The ideal candidate understands how these layers interact and can fluently translate card operational requirements into support model design, escalation procedures, and customer-facing processes.
- 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.
About AvidXchange
AvidXchange is a leading provider of accounts payable (“AP”) automation software and payment solutions for middle-market businesses and their suppliers. By trade, we are a technology company, but if you ask anyone who works here, they’ll tell you our people are at the core of who we are. At AvidXchange, mindset is everything. We are Connected as People, Growth Minded, and Customer Obsessed. These three mindsets represent our culture – who we are, who we’ve always been, and they guide us to improve every day. Since our founding in 2000 in Charlotte, NC, we’ve created a company of over 1,500 teammates working across the U.S., or remotely. AvidXchange is proud to be Certified™ as a Great Place to Work®. The prestigious recognition is based on anonymous data from our teammates and makes official what our teammates have known for years – that AvidXchange is a Great Place to Work®.
Who you are:
- A go-getter with an entrepreneurial mindset – that means you are not afraid of taking risks, winning big or facing the unknown.
- Someone who understands that business is people centric. Connecting with others as humans first allows you to develop mutually beneficial working relationships.
- Focused on making a difference for our customers. AvidXchange exists to help solve complex problems for our customers so we can all realize our potential.
What you’ll get:
AvidXchange teammates (we call them AvidXers) get the perks and prestige of a growing tech company paired with the flexibility of a founder-led startup. We help our AvidXers develop as professionals and as human beings, providing work/life balance, development programs, and competitive benefits. At AvidXchange, we are building more than a tech company – we are building an experience. We remain committed to a culture where you can fully be 'you’ – connected with others, chasing big goals, and making a meaningful impact. If you want to help us grow while realizing your potential and creating stories you’ll tell for years, you’ve come to the right place.
AvidXers enjoy:
- 18 days PTO*
- 11 Holidays (8 company recognized & 3 floating holidays)
- 16 hours per year of paid Volunteer Time Off (VTO)
- Competitive Healthcare
- High Deductible Heath Plan Option that has $0 monthly premium for teammate-only coverage
- 100% AvidXchange paid Dental Base Plan Coverage
- 100% AvidXchange paid Life Insurance
- 100% AvidXchange paid Long-Term Disability
- 100% AvidXchange paid Short-Term Disability
- Employee Assistance Program (EAP) - Provides counseling services, legal and financial consultations and health advocacy for Teammates and their eligible dependents
- Onsite Health Clinic with Atrium Health - available to Teammates and their eligible dependents
- 401(k) Match: 100% match on the first 3% of your salary, plus 50% match on the next 2%
- Parental Leave: 8 weeks 100% paid by AvidXchange**
- Discounts on Pet, Home, and Auto insurance
- WeeCare Childcare Service: helps teammates find affordable daycare, childcare, and tutors 40% less expensive than traditional daycare centers
- Perks at Work: free discount program that provides teammates the opportunity to save on items from electronics, movie tickets, car buying, vacations, and more
- Onsite gym fitness center, yoga studio, and basketball court
- Tuition Reimbursement up to the federal maximum of $5,250***
- Hybrid Workplace Flexibility
- Free parking
*Fully granted from beginning of year, pro-rated if hired mid-year
**Must be full-time for at least 3 months
***Must be full-time for at least one year
Equal Employment Opportunity
AvidXchange is an equal opportunity employer. AvidXchange is committed to equal employment opportunity in accordance with applicable federal, state, and local laws. AvidXchange will not discriminate against applicants for employment on any legally recognized basis. This includes, but is not limited to veteran status, race, color, religion, sex, sexual orientation, gender identity, gender expression, national origin, age and physical or mental disability.
