Director, Partner Experience Management

Worldpay•Cincinnati, OH

About The Position

Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. We’re looking for a Director – Partner Experience Management to join our Platforms team and help us unleash the potential of every business. What you’ll own as the Director – Partner Experience Management As the Director – Partner Experience Management, you will play a critical, strategic role in shaping and leading the service management function for our Partners. You will oversee multiple teams, drive business and operational excellence, and set the vision for delivering best-in-class service in a dynamic, technology-driven environment. Your deep expertise in B2B SaaS, FinTech and Payment Processing will position you as a key leader, responsible for ensuring high customer satisfaction, optimizing processes, and supporting business growth.

Requirements

Bachelor’s degree in Business, Finance, Technology, or a related field (Master’s or MBA preferred).
10+ years of experience in customer service or client success, with at least 4 years in a senior management capacity within a FinTech or Payment Processing environment.
Demonstrated success in leading and scaling partner service operations.
Strong understanding of SaaS platforms, payment systems, and/or financial technology solutions.
Exceptional leadership, communication, and stakeholder management skills.
Advanced analytical skills, with experience using data to drive business outcomes.
Proven ability to manage complex projects and cross-functional initiatives.
Proficiency with CRM (Salesforce, HubSpot), Customer Success (Gainsight, Catalyst, Totango et al.) and customer support tools (e.g., Zendesk, Salesforce, et al.).
Customer-centric mindset with a passion for delivering outstanding service.
Experience in a fast-paced, high-growth, and evolving environment.

Responsibilities

Strategic Leadership: Set the vision and direction for the partner service organization, aligning with company objectives and scaling service management as the business grows.
Team Management: Lead, mentor, and develop a team of partner service managers and representatives, fostering a culture of collaboration, accountability, and continuous improvement.
Operational Excellence: Design, implement, and optimize service delivery models, processes, and KPIs to ensure efficiency, quality, and a seamless customer experience.
Customer Advocacy: Serve as the voice of the customer across the organization, ensuring partner feedback informs product development, service enhancements, and business strategy.
Complex Issue Resolution: Oversee the resolution of high-impact and escalated partner issues, collaborating with Product, Engineering, Compliance, and Sales teams as needed.
Data-Driven Insights: Analyze and present key customer metrics (CSAT, NPS, churn, response/resolution times) to executive leadership, using insights to drive strategic decisions.
Change Management: Lead the adoption of new technologies, tools, and processes within the service function to support scale and innovation.
Stakeholder Engagement: Build strong relationships with key partners and internal stakeholders, acting as a trusted advisor and escalation point for major accounts.
Regulatory & Industry Awareness: Stay informed on industry trends, regulatory requirements, and emerging technologies to ensure the service function remains compliant and competitive.
Budget & Resource Planning: Oversee resource allocation, budgeting, and workforce planning to support business objectives and drive operational efficiency.