Vp Operations Jobs

About The Position

Requirements

• Bachelor's degree required; advanced degree preferred in Business, Operations, Technology, Finance, or a related field.
• 12+ years of progressive leadership experience in client operations, account management, technical support, payments, SaaS, fintech, financial services, or a related service environment.
• 5+ years leading managers and multi-function teams; experience leading directors is strongly preferred.
• Demonstrated success improving client satisfaction, SLA performance, technical issue resolution, escalation management, cost-to-serve, and operational effectiveness.
• Demonstrated experience leading equivalent multi-functional client operations organizations; direct leadership of both relationship-oriented and technical support functions is preferred but not required.
• Strong command of service operations, workforce planning, client segmentation, support technology, quality management, incident response, and performance analytics.
• Demonstrated experience presenting to senior executives and converting operational and client data into clear recommendations related to revenue, product priorities, policy, and resource allocation.
• Experience developing and executing AI, automation, self-service, and support-technology strategies with measurable business outcomes.
• Strong cross-functional leadership skills and demonstrated effectiveness partnering with Product, Technology, Sales, Relationship Management, Implementations, Supplier and Payment Operations, Financial Operations, Finance, Risk/Fraud, Client Success, Compliance, Legal, Quality Assurance, and Operational Excellence.
• B2B payments or fintech experience strongly preferred.
• Must be located in Richmond, Virginia, available to work in-office, and able to travel up to 20%.

Nice To Haves

• advanced degree preferred in Business, Operations, Technology, Finance, or a related field.
• experience leading directors is strongly preferred.
• direct leadership of both relationship-oriented and technical support functions is preferred but not required.
• B2B payments or fintech experience strongly preferred.

Responsibilities

• Executing and continuously improving the post-implementation client operating model, ensuring seamless coordination across Account Management, Technical Support, Relationship Management, Sales, Product, Technology, Implementations, Supplier and Payment Operations, Financial Operations, Finance, Risk/Fraud, Client Success, Compliance, Legal, Quality Assurance, and Operational Excellence.
• Creating a consistent experience in which Corpay assumes ownership of client needs regardless of the source of the issue and coordinates the appropriate internal teams through resolution.
• Recommending and implementing client health segmentation, service tiers, differentiated coverage models, engagement standards, and escalation paths for strategic, high-growth, standard, and at-risk clients, subject to approval by the Senior Vice President of Operations.
• Owning the formal transition from Implementation into Client Operations, including readiness criteria, documentation, knowledge transfer, training, support-model acceptance, and post-launch stabilization.
• Balancing client advocacy with policy, risk, contractual commitments, and sustainable business practices.
• Ensuring Partner Operations (BPO Servicing) have appropriate resources to deliver L1 Support Excellence.
• Leading the Client Account Management organization and establish clear expectations for proactive engagement, service planning, client advocacy, issue ownership, and business insight generation.
• Sharing accountability for client retention and renewal-risk governance with Relationship Management and Sales, including early identification, recovery planning, action tracking, executive visibility, and exposure reporting.
• Partnering with Relationship Management on client business reviews, executive readouts, strategic solutioning, renewal-risk discussions, and relationship expansion opportunities.
• Personally, engaging with strategic clients during major escalations, selected executive reviews, renewal-risk situations, and complex solutioning discussions, partnering with the Senior Vice President of Operations when executive sponsorship is required.
• Building trusted client relationships that support retention, sales partnership, program growth, and long-term client value.
• Leading the Technical Support organization serving Full AP and Commercial Card and ensure timely, accurate, and client-centered resolution of technical issues.
• Owning technical issue resolution performance, escalation aging, Communications, SLA attainment, communication quality, root-cause identification, and corrective action.
• Partnering with Product and Technology to convert recurring technical issues and support trends into prioritized fixes, platform improvements, and roadmap recommendations.
• Ensuring support processes are scalable, controlled, appropriately documented, and aligned with client-specific service commitments and applicable contractual SLAs.
• Owning the client escalation process from initial intake through final resolution, including triage, internal coordination, executive communication, root-cause analysis, corrective action, closure confirmation, and prevention of recurrence.
• Serving as the operational leader for major client incidents and outages, including after-hours response, communication cadence, recovery coordination, and post-incident follow-up; escalate material reputational, contractual, regulatory, or financial matters to the Senior Vice President of Operations.
• Approving routine client-facing communications within established authority and apply risk-based governance for communications requiring Senior Vice President, Legal, Compliance, Relationship Management, or other stakeholder review.
• Implementing service recovery standards, including executive outreach recommendations, remediation plans, corrective actions, and recommendations regarding client compensation when appropriate and within established approval authority.
• Leading complaint management and coordinate regulatory inquiries and client audits related to service delivery in partnership with the Senior Vice President of Operations, Risk, Compliance, Legal, and operational stakeholders.
• Establishing baseline measures for team effectiveness, productivity, cost-to-serve, client effort, and speed of resolution across Account Management and Technical Support.
• Identifying and prioritizing AI-enabled opportunities that modernize operations, improve associate effectiveness, accelerate resolution, reduce cost-to-serve, and enhance the client experience.
• Setting measurable AI adoption, automation, productivity, and resolution-time targets aligned with the broader Operations strategy, and provide executive readouts on progress, benefits, risks, and realized outcomes.
• Developing business requirements, business cases, implementation roadmaps, and operating plans for approved AI and automation initiatives in partnership with Operational Excellence, Product, and Technology.
• Owning execution and optimization of the support technology roadmap, including CRM and ticketing platforms, workflow automation, client self-service, AI-enabled support capabilities, and performance reporting, within the broader Operations and Technology strategy.
• Serving as a key stakeholder for Operational Excellence-owned knowledge management, including identification of content needs, usability validation, adoption, and effectiveness feedback.
• Owning regular internal operating readouts that translate client, operational, and technical data into insights and recommendations supporting revenue, operational effectiveness, product strategy, policy, and roadmap decisions.
• Leading the client-operations contribution to a formal voice-of-the-customer program, consolidating account management insights, technical support trends, escalations, surveys, complaints, and client reviews into prioritized recommendations for executive and cross-functional review.
• Translating operational data into recommendations related to revenue protection and growth, product priorities, policy changes, service strategy, and resource allocation for decision by the appropriate executive or functional owner.
• Advocating for client feedback and recurring service friction to be represented in enterprise planning, product prioritization, and policy discussions.
• Driving operational efficiency through people-focused operational gearing models, capacity planning, staffing forecasts, productivity assumptions, hiring plans, and creative resource-management solutions.
• Owning cost-to-serve performance and identify opportunities to improve efficiency without compromising client outcomes or associate experience.
• Recommending changes to team structures, leadership layers, roles, coverage models, spans of control, and resource allocation; implement approved changes under the direction of the Senior Vice President of Operations.
• Establishing performance visibility and executive reporting for client satisfaction, SLA attainment, technical resolution, escalations, cost-to-serve, productivity, staffing, and business insights.
• Maintaining business continuity and disaster recovery readiness for Account Management and Technical Support, including staffing contingencies, communication protocols, recovery procedures, and testing, aligned with enterprise standards.
• Partnering with the Operational Excellence team and other stakeholders to document, maintain, and enforce service policies, escalation standards, and operating procedures.
• Partnering with the Quality Assurance team on quality and case-review programs, calibration, coaching, trend analysis, corrective actions, and executive reporting.
• Owning operational compliance with applicable client-specific service commitments and contractual SLAs, including performance tracking, exception management, remediation plans, and executive reporting; escalate material exposure to the Senior Vice President of Operations.
• Ensuring processes, controls, case documentation, and client communications are audit-ready and consistently executed.
• Leading, coaching, and developing directors and managers responsible for Client Account Management and Technical Support.
• Building succession plans, leadership bench strength, talent-calibration practices, and career-development pathways across both organizations.
• Creating a customer-centric culture that values Corpay associates, encourages collaboration, and reinforces ownership of client outcomes regardless of issue origin.
• Setting clear performance expectations and foster accountability, urgency, sound judgment, continuous improvement, and strong cross-functional partnership

Benefits

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes