VP, Global Help 24

ACI Worldwide•Norcross, GA

11d•Hybrid

About The Position

Powering the world’s payments ecosystem ACI powers the payments ecosystem – globally, and you power ACI. You’ll innovate, collaborate, and grow – in an energetic technology culture with decades of proven success. ACIers – in all roles and levels – are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible, your talents are valued, and you are empowered to shape the future of payments. Job Purpose The Vice President, Global HELP24 is responsible for the strategy, governance, and performance of ACI’s global post-deployment technical support organization. The role ensures consistent, high-quality support for ACI software products operating in both ACI-managed environments and customer-managed deployments across the full customer lifecycle. This leader oversees a globally integrated, partner-led delivery model, ensuring accountability for service quality, cost efficiency, scalability, and customer experience outcomes. The VP drives continuous improvement in support operations, leveraging data, automation, and emerging technologies to enhance responsiveness and resolution effectiveness. The role partners closely with Product Development, Operations, Professional Services, Customer Success, and Sales to proactively address customer needs, resolve complex issues, and deliver a consistent, end-to-end support experience that strengthens customer satisfaction, retention, and long-term value. This leader is expected to be a hands-on practitioner of AI tools, using them to drive insight from operational data, accelerate decision-making, and model the AI-enabled working style expected of the broader organization.

Requirements

Bachelor's degree in business or computer science or equivalent and/or relevant work experience
12 + years’ experience in a customer-facing role in a relevant industry
Experience in payment processing and customer facing software support
Progressive leadership experience managing and leading client facing global teams
Demonstrated fluency with generative AI tools (e.g., Claude, Copilot, Gemini) used as a working tool for data analysis, decision support, content creation, and operational insight

Nice To Haves

Experience leading and transforming partnership / BPO support models
Previous technical support leadership experience in a global matrixed environment
Demonstrated experience managing third-party resources
Experience in the financial and/or software industry

Responsibilities

Own delivery performance of the global HELP24 support organization, including SLA adherence, incident resolution effectiveness, and customer satisfaction across products, regions, and deployment models.
Operate the partner-led support model, including vendor performance management, contractual compliance, staffing alignment, and accountability to defined service outcomes.
Monitor and improve operational performance using customer feedback, service metrics, and trend analysis; implement corrective actions to address service degradation, recurring issues, and systemic risks.
Serve as executive-level escalation point for critical customer issues, ensuring timely resolution and clear communication.
Build and maintain senior relationships with key customers to support trust, transparency, and effective issue resolution.
Coordinate cross-functional execution with Product Development, Operations, Professional Services, and Commercial teams to resolve complex issues and improve service delivery.
Advance operational efficiency through adoption of automation, AI, and process improvements that reduce incident volume, accelerate resolution, and improve service quality.
Own financial management for HELP24, including budgeting, forecasting, cost control, and delivery against the operating plan.
Develop and support business cases for investments, tooling, and resource decisions.
Perform other duties as assigned
Ensure adherence to all corporate policies and standards, including the ACI Code of Business Conduct and Ethics.