Director, Partner Experience Management

Job Description

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.

• 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.

What you'll bring

• 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.

About the team

Our Customer Experience teams are the face and voice of Worldpay and bring our value Think Like a Customer to life every day. These Worldpayers hold us accountable for putting our best foot forward in every interaction with our customers.

To learn more about our winning teams, check out our world-class teams that own it every day.

What makes a Worldpayer

What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions and finding creative solutions to simplify the complex. We're dynamic, every Worldpayer is empowered to make the right decisions for their customers. And we're determined, always staying open and winning and failing as one.

Does this sound like you? Then you sound like a Worldpayer. Apply now to write the next chapter in your career.

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EEOC Statement

Worldpay is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.