Senior Director, Merchant Servicing

About the position

We are looking for a senior leader for the Sr Director of Global Merchant Service role, to oversee the delivery of exceptional customer experience and support to our clients. This leader will be responsible for introducing significant improvements in our customer experience using cutting-edge technology such as AI Agents and predictive analytics. In a world where technology is bringing large step changes to operations, we are looking for a thought leader who leans on a rapid test and learn approach. The individual will also be responsible for the day-to-day operations from managing performance and customer outcomes in this critical function to achieving key business objectives, including customer experience, business growth, efficiency, and risk management. The role involves close collaboration with various partners, including Product, Engineering, and Analytics, to meet these objectives. The Senior Director will lead a diverse team of direct employees and vendor partners across North America, LATAM, EMEA, and APAC to execute service delivery. In addition, the leader will also have a proven track record of attracting and retaining top talent.

Responsibilities

• Continuously improve support processes to enhance efficiency and effectiveness with the appropriate tools and metrics.
• Implement technology solutions that can drive efficiency and improve support services.
• Ensure that the teams have the necessary skills, knowledge, and resources to deliver exceptional support services in a consistent manner globally.
• Identify trends and share actionable insights with product teams for improving customer experience.
• Partner closely with key partners in Service Experience and in Engineering, Product, and Analytics.
• Utilize business intelligence and voice of merchant data to identify performance opportunities for front-line servicing teams.
• Foster a culture that reflects our leadership principles and champions diversity, equity, inclusion & belonging through actions and outcomes.

Requirements

• 18+ years of experience leading large-scale, customer service functions, preferably in a merchant-facing organization or servicing small businesses.
• Proven track record of success in delivering performance to target across customer experience, efficiency, and risk management.
• Effective collaborator with high execution quotient, operating in a fast-moving, matrixed, relationship-focused environment.
• Compelling communicator and culture carrier, driving change effectively across a diverse population of employees and partners.
• Change agent with a bias toward innovation and action.
• BS or BA preferred.

Benefits

• Flexible work environment
• Employee shares options
• Health and life insurance
• Annual performance bonus
• Equity compensation
• Medical, dental, and vision benefits