Payments client service delivery manager
vice president – strategic leader responsible for shaping and executing the vision for client experience excellence. Oversees the analysis of customer feedback, drives digital adoption, and implements strategies to enhance the end‑to‑end customer journey. Influences business decisions by translating customer insights into actionable strategies that drive business improvements and foster a customer‑centric culture across the organization.
responsibilities
* develop and execute a comprehensive client experience strategy that aligns with the company's goals and enhances customer satisfaction and loyalty.
* serve as the primary advocate for clients, ensuring their needs and feedback are integrated into product and process improvements.
* lead the design and implementation of initiatives that improve overall service quality and drive digital adoption.
* utilize advanced analytics to gain insights from customer feedback, identifying trends, opportunities, and areas for improvement.
* build and maintain strong relationships with key stakeholders, acting as an essential partner and influencer.
* oversee the creation and distribution of insightful reports and dashboards that inform strategic decision‑making.
* drive a culture of continuous improvement by promoting a client‑centric mindset and fostering innovation in service delivery and client support.
* collaborate with senior leadership to align client experience initiatives with broader business objectives and strategies.
* own and drive exceptional client outcomes, considering the bigger picture to identify long‑term solutions and analyze data to identify trends.
qualifications
* 10+ years of experience in client experience, customer service, or related fields, with a proven track record of leading successful initiatives.
* strong expertise in data analytics, customer feedback analysis, and strategic planning.
* demonstrated ability to influence and drive change across a complex organization.
* strong problem‑solving and analytical skills, with a focus on delivering actionable insights.
* exceptional communication and interpersonal skills, with the ability to build relationships with clients and internal stakeholders.
* fluent in english and spanish; portuguese is a plus.
* deep understanding of payments products, processes, and market dynamics.
* experience working in a global organization, with a focus on customer experience and digital transformation.
* proven ability to work under pressure and manage multiple priorities in a fast‑paced environment.
* strategic thinker with a hands‑on approach to problem‑solving and execution, and strong project management skills.
we are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices, beliefs, mental health or physical disability needs.
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