Sr. Director – Service Experience

Sr. Director – Service Experience

Requirements

• 12 or more years of work experience with a Bachelor’s Degree or at least 10 years of work experience with an Advanced degree (e.g. Masters/MBA /JD/MD), or a minimum of 5 years of work experience with a PhD
• 15 or more years of experience with a Bachelor’s Degree or 12 years of experience with an Advanced Degree (e.g. Masters, MBA, JD, or MD), PhD with 9+ years of experience
• Excellent verbal, written, presentation and interpersonal skills
• Strong collaboration skills
• Strong leadership skills within a matrix management environment
• Demonstrated technical aptitude
• Able to set priorities, influence others, and manage expectations
• Proven track record of leading and driving a team of technical and/or professional services to achieve and exceed established goals and objectives
• Proven abilities in negotiating with and influencing clients and staff at all levels as well as the ability to successfully manage competing priorities
• Functional experience in bankcard technology and project management, supporting highly complex clients and/or services
• Subject Matter Expertise in multiple areas such as card payments, products and services, payment technologies, wallet services gained through years of experience supporting clients and new product initiatives within a payment-processing environment
• Demonstrated strategic ability to solve complex global cross-functional issues exercising critical thinking and sound judgment and to lead cross functional teams through high impact complex business issues that do not have precedent
• Demonstrated ability to build and maintain strong business relationships with internal and external stakeholders at senior and executive management levels
• Proven track record of leading complex, cross-functional initiatives and delivering results in a fast-paced, dynamic environment
• Proven success driving change through cross organizational influence and working collaboratively with regional teams

Responsibilities

• Interface with the Growth Products & Data Product teams, acting as the voice of the customer, bringing business cases for product improvements, and evolving the service experience to be a core differentiator
• For all new Growth products & Data products and initiatives, incubate onboarding and implementations, create SLAs and implementation blueprints, establish ongoing support and client optimization blueprints to be utilized by regional Client Services teams and the global Client Care organization
• Mapping the full-service experience and building and refining processes to drive operational excellence across a matrixed delivery team with the goal of exceeding client’s expectations, reducing client escalations, and managing the overall service intensity/cost
• Partners closely with the regional Client Services teams, global Client Care organization and the Specialized Sales team to ensure operational excellence across the full-service experience for all Growth & Data products
• Engage regularly with regional peers to socialize and educate details of the Product pipeline, define processes and artifacts applicable to all regions and gather feedback to modify the approach with product as necessary
• Develop necessary documentation to educate Client Services and to ensure they have the needed artifacts to educate and execute the strategy with the clients
• Works in close alignment with the Global Value-Added Services (VAS) and Consumer Client Services to ensure a seamless service experience
• Establishes and communicates standard service metrics by product family including cost to serve and overall service satisfaction
• Continually optimizes service experience and cost to serve for Growth and Data Products in line with overall product strategy
• Proactively identifies and solves complex problems that impact the management, relationships and direction of the business
• Delivers shared service support to other service teams for product releases and client communications
• Represent CS to lead multi-year strategic initiatives that require additional expertise and insight to build a non-traditional support model with active engagement to help design the product strategy
• Elevate engagement to address poor product design which creates unreasonable operational debt
• Develop strong partnerships with Global Product and Technology teams to be recognized as a key contributor to their success

Preferred Qualifications

• Subject Matter Expertise in areas such as cryptocurrency transactions, blockchain technology, AI and digital assets to support new payment technologies
• Strong understanding of machine learning techniques, neural networks, and deep learning frameworks