Minimum qualifications:- Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent practical experience.
- 8 years of experience working with customer-side web technologies (e.g., HTTP, HTML, JavaScript, XML, TypeScript) and database technologies (e.g., SQL, NoSQL).
Preferred qualifications:- Experience in technical leadership, people management, project management, and leading business transformation initiatives.
- Experience in business process mapping and streamlining workflows, including experience implementing efficiency-improving workflows and managing projects within a customer support or payments environment.
- Experience with investigative analysis and drawing insights from data sets, including engaging with technical details and partnering with engineering and product teams on system implementations and requirements.
- Experience in the Financial Services or Fintech industry, specifically within Payments or customer support operations, including experience representing the customer and advocating for user experience improvements within a regulated environment.
About the jobIn this role, you'll influence product strategy through data-driven insights, oversee the end-to-end customer care experience for key Payments features, and drive operational excellence as the product scales. You'll keep the big picture in focus while managing deep into the UX, engineering, and business issues of the stakeholders. By partnering closely with Product Management, Risk, Compliance, and other cross-functional teams, you'll deliver a seamless, personalized, and connected support strategy for Consumer Payments users worldwide.
US: $183000 - $265000 (USD) 20% bonus target equity benefits
Responsibilities - Partner across cross-functional groups (Engineering, Product Management, UX, and Legal) to lead customer support readiness for global product launches. Ensure that consumer needs are prioritized within the product development life-cycle and provide operational expertise to scale support effectively.
- Develop and implement scalable customer service models and workflows that increase efficiency while maintaining high-quality support standards. Identify opportunities to remove operational friction and reduce costs without compromising the user experience or regulatory compliance.
- Drive collaboration across Product, Legal, Compliance, and external partners to deliver a cohesive Consumer Payments strategy. Ensure a seamless user experience across all global markets and feature sets.
