Senior Director - Customer Operations

Job Description Senior Director Customer Operations | Customer Experience | Cincinnati, OH Are you ready to write your next chapter? Make your mark at one of the biggest names in payments. With proven technology, we process the largest volume of payments in the world, driving the global economy every day. When you join Worldpay, you join a global community of experts and changemakers, working to reinvent an industry by constantly evolving how we work and making the way millions of people pay easier, every day. What makes a Worldpayer? It's simple: Think, Act, Win. We stay curious, always asking the right questions to be better every day, 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 - winning and failing as one. We're looking for a Senior Director of Operations to join our ever-evolving North America Business Experience team to help us unleash the potential of every business. Are you ready to make your mark? Then you sound like a Worldpayer. About the team Our Customer Care team creates value for merchants in every interaction. They work collaboratively to support our merchants to unleash the potential of our new and existing customers. What you'll own Leads the Customer Care organization for US SMB including our vendor partner support. Manages the processing environment to protect production systems critical to the success of the business. Delivers an operations environment that meets all service level agreements, e.g., 24/7 availability, response time parameters, etc. and availability targets. Develops and recommends tactical and strategic plans for processing operations. Selects, trains, develops and leads an efficient and effective processing team. Identifies and recommends cost-saving and continuous improvement initiatives within the processing area. Ensures all backup and recovery and disaster recovery processes will meet or exceed business requirements. Develops and implements team standards and procedures that support departmental standards and procedures. Develops and executes project plans, budgets and schedules for documentation of work and results. Develops, manages and forecasts the budgets for the relevant cost centers. Other related duties assigned as needed. Where you'll own it You'll own it in our thriving, buzzing and vibrant Cincinnati hub. While we're a large team of Worldpayers based in North America, we have collaborative spaces and regular opportunities to celebrate with each other in person. What you bring Dynamic - You champion your ideas and stay flexible to make them happen. You know that every action adds up. Determined - You stay open - winning, and failing, as one. Always looking for solutions that add value. Inclusive - You collaborate, encouraging others to perform at their best, always welcoming new perspectives. Worldpay perks - what we'll bring for you We know it's bigger than just your career. It's your life, and your world. That's why we offer global benefits and programs to support you at every stage. Here's a taste of what you can expect. A competitive salary and benefits. Time to support charities and give back to your community. Parental leave policy. Global recognition platform. Virgin Pulse access. Global employee assistance program. What makes a Worldpayer At Worldpay, we take our Values seriously, and we live them every day. Think like a customer, Act like an owner, and Win as a team. Curious. Humble. Creative. We ask the right questions, listening and learning to get better every day. We simplify the complex and we're always looking to create a bigger impact for our colleagues and customers. Empowered. Accountable. Dynamic. We stay agile, usin