Vice President of Customer Experience

TreviPay•Overland Park, KS

1d•Hybrid

About The Position

The Vice President, Customer Experience — Three Rivers Portfolio is central to the Operation’s Teams vision of providing world-class customer experiences at scale with quality. This leader owns the full customer experience for TreviPay’s Three Rivers client portfolios, serving thousands of buyers across a network of merchants. This role exists because delivering a world-class customer experience in Three Rivers requires a single leader who can see the full picture: how the outsourced and in-house teams work together, which buyer segments need which level of service, and how to optimize the economics of service delivery while raising the bar on quality. The VP owns the strategic direction, the vendor relationship, the in-house team, and the client outcomes — end to end. The VP leads three distinct functions that together form the complete Three Rivers customer experience: Premier Services, New Client Launch, and BPO Management. Aligned to Operational Excellence principles, this global leader inspires teams to deliver exceptional service, recruit and retain top talent, and continuously improve how TreviPay serves its Three Rivers clients. The VP partners closely with Account Management, Credit and Risk, other Global Operations teams, Product, and Technology, and represents the global operational voice for the Three Rivers portfolio at the leadership table.

Requirements

10+ years of progressive leadership responsibility in operations, customer experience, client services, service delivery, or related client-facing functions.
Demonstrated experience leading through managers and building leadership teams, including hiring and developing leaders underneath you.
Experience managing global service delivery at scale across multiple teams, geographies, or service models.
Strong strategic and analytical skills, including experience evaluating service delivery economics, vendor contracts, or operational cost models.
Experience operating in a hybrid service environment where both in-house and partner/outsourced teams serve the same clients.

Nice To Haves

Experience managing BPO or outsourced service partner relationships, including vendor performance management, contract negotiation, and international operations.
Experience building or scaling a new team or service function from early stage (Pilot, MVP) to full operation.
B2B payments, fintech, or financial services industry background.
Experience with Operational Excellence methodologies (Lean, Six Sigma, continuous improvement frameworks).

Responsibilities

Own the full global customer experience for the Three Rivers client portfolio, with accountability for how it feels for the client and how it performs for the business — across both outsourced and in-house service delivery.
Lead and develop three distinct functions: BPO Management (outsourced partner), Premier Services (in-house differentiated team), and New Client Launch (onboarding capability).
Set the strategic direction for how TreviPay delivers customer experience within Three Rivers, including buyer segment differentiation — determining which buyers need a higher-touch experience and which need reliable, efficient service, and ensuring both are exceptional.
Own the outsourced partner relationship end to end, including vendor performance, SLA adherence, quality standards, escalation management, contract strategy, resource optimization, cost structure, and continuous improvement.
Guide the growth of the in-house Premier Services team from Pilot to scale, defining what differentiated service looks like for Three Rivers and ensuring the team delivers on that promise.
Ensure seamless coordination between outsourced and in-house teams; work allocation, handoffs, quality consistency, and a unified client experience regardless of which team delivers the service.
Oversee the new client launch process for the Three Rivers program, ensuring each new client is onboarded effectively and positioned for long-term success.
Recruit, motivate, and develop a strong leadership bench across all three pillars. Build a team with the right expertise in BPO management, client services, and new client onboarding. Assess talent across all functions, empower leaders to own their areas, and invest in growing the capabilities of the team.
Own the performance story for the Three Rivers portfolio. Establish and drive KPIs across service quality, responsiveness, client satisfaction (CSAT, NPS), SLA adherence, productivity, first-contact resolution, and program health. Deliver reporting to clients and leadership that is not just informative but actionable, using data to drive decisions, surface risks early, and demonstrate the value of the service model.
Manage the operational rhythm for the Three Rivers portfolio, including forecasting, capacity planning, performance reviews, and escalation handling, with a focus on getting ahead of risk before it impacts the client.
Partner with Account Management to align operational delivery with client commitments and relationship strategy.
Partner with Product and Technology to surface client and operational pain points, influence the roadmap, and support readiness for platform changes.
Apply Operational Excellence principles to identify and execute improvements in efficiency, quality, scalability, and the experience clients receive.
Represent TreviPay in forums and meetings, inside and outside of the company.