Director, Commerce Support

GoDaddy

12h•Remote

About The Position

We are seeking a strategic and transformational leader to oversee GoDaddy's Commerce Support organization. This leader will define and execute the strategy for merchant activation, adoption, retention, and support while leading AI-enabled transformation that drives scalable growth across GoDaddy's Commerce business. The Director will lead teams supporting merchants across onboarding, activation, payment processing, product adoption and attach, issue resolution, and ongoing success. Partnering closely with Product, Engineering, Sales, Risk, and Go-to-Market teams, this role will shape the future of merchant experiences through AI, automation, data-driven decision making, and operational innovation.

Requirements

8+ years of leadership experience in customer support, customer success, payments, commerce, fintech, or related industries, with a track record of leading managers and customer-facing teams.
8+ years experience in payments and SMB commerce, including payment processing and customer-focused commerce solutions.
Proven ability to drive customer outcomes across activation, adoption, retention, and growth initiatives.
Demonstrated success developing business strategy and leading transformation efforts, delivering measurable organizational impact.
Experience implementing AI, automation, digital support, and service modernization capabilities, while effectively operating in complex, matrixed organizations with an intrapreneurial mindset.

Responsibilities

Define & Drive Business Strategy: Develop and drive the strategic roadmap for merchant activation, adoption, retention, and growth.
Establish organizational priorities aligned to business outcomes and customer success.
Partner with senior leaders across Commerce, Care, Sales, GTM, Risk, Product, and Engineering to influence strategy and execution.
Evaluate market trends, customer needs, and emerging opportunities to shape future capabilities.
Determine areas of opportunity and strategy to further growth with merchants across the GoDaddy portfolio (e.g., AAB, email), beyond the Commerce suite of products/services.
Drive AI & Support Transformation: Establish the long-term vision and transformation strategy for Commerce Support.
Implement AI-powered experiences, agent assistance, automation, and self-service solutions.
Reimagine support processes to improve merchant outcomes, scalability, and efficiency.
Champion experimentation, innovation, and data-driven decision making.
Deliver Merchant & Business Outcomes: Own merchant outcomes across onboarding, activation, adoption, retention, and growth.
Drive strategies that accelerate merchant time-to-value and increase product utilization.
Serve as a payments and commerce operations subject matter expert.
Translate merchant insights into product, operational, and business improvements reflected in measurable commercial outcomes and incremental revenue.
Drive Operational Excellence: Own service delivery, workforce planning, operational health, and continuous improvement.
Develop the annual operating roadmap and investment priorities for the organization.
Leverage analytics to identify opportunities, remove friction, and improve performance.
Build scalable operating models that balance customer experience, growth, and efficiency.
Demonstrated ability to manage a P&L and evolve support organizations into profit centers by growing attach rates, increasing nGCR, and optimizing CAS and Commerce Affiliate performance.