Job Description

Job Purpose

The Vice President, Global HELP24 is responsible for the strategy, governance, and performance of ACI's global post-deployment technical support organization. The role ensures consistent, high-quality support for ACI software products operating in both ACI-managed environments and customer-managed deployments across the full customer lifecycle.

This leader oversees a globally integrated, partner-led delivery model, ensuring accountability for service quality, cost efficiency, scalability, and customer experience outcomes. The VP drives continuous improvement in support operations, leveraging data, automation, and emerging technologies to enhance responsiveness and resolution effectiveness.

The role partners closely with Product Development, Operations, Professional Services, Customer Success, and Sales to proactively address customer needs, resolve complex issues, and deliver a consistent, end-to-end support experience that strengthens customer satisfaction, retention, and long-term value.

This leader is expected to be a hands-on practitioner of AI tools, using them to drive insight from operational data, accelerate decision-making, and model the AI-enabled working style expected of the broader organization.

Essential Functions and Responsibilities

• Own delivery performance of the global HELP24 support organization, including SLA adherence, incident resolution effectiveness, and customer satisfaction across products, regions, and deployment models.
• Operate the partner-led support model, including vendor performance management, contractual compliance, staffing alignment, and accountability to defined service outcomes.
• Monitor and improve operational performance using customer feedback, service metrics, and trend analysis; implement corrective actions to address service degradation, recurring issues, and systemic risks.
• Serve as executive-level escalation point for critical customer issues, ensuring timely resolution and clear communication.
• Build and maintain senior relationships with key customers to support trust, transparency, and effective issue resolution.
• Coordinate cross-functional execution with Product Development, Operations, Professional Services, and Commercial teams to resolve complex issues and improve service delivery.
• Advance operational efficiency through adoption of automation, AI, and process improvements that reduce incident volume, accelerate resolution, and improve service quality.
• Own financial management for HELP24, including budgeting, forecasting, cost control, and delivery against the operating plan.
• Develop and support business cases for investments, tooling, and resource decisions.
• Perform other duties as assigned
• Ensure adherence to all corporate policies and standards, including the ACI Code of Business Conduct and Ethics.

Qualifications (Education, Experience, Knowledge, Skills, and Abilities)

• Bachelor's degree in business or computer science or equivalent and/or relevant work experience
• 12+ years' experience in a customer-facing role in a relevant industry
• Experience in payment processing and customer facing software support
• Progressive leadership experience managing and leading client facing global teams
• Demonstrated fluency with generative AI tools (e.g., Claude, Copilot, Gemini) used as a working tool for data analysis, decision support, content creation, and operational insight

Preferred Qualifications (Education, Experience, Competencies)

• Experience leading and transforming partnership / BPO support models
• Previous technical support leadership experience in a global matrixed environment
• Demonstrated experience managing third-party resources
• Experience in the financial and/or software industry

Competencies

• Strong leadership and mentorship abilities
• Ability to operate strategically and tactically across multiple disciplines
• Strong executive presence with the ability to effectively manage complex customer escalations
• Exceptional customer-focused attitude
• Advanced critical thinking, problem-solving and analytical skills

Licenses and Certifications:

• None required

Work Environment:

• Standard office work environment
• Travel may be required, domestic or international.

Physical demands:

• Majority of time spent on PC

Other disclaimers:

• Must be able to support after-hours customer interaction and triage activities, as needed.

Applicants must be currently authorized to work in the United States on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.

In return for your expertise, we offer opportunities for growth, career development, and a competitive compensation and benefits package-all within an innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem? To learn more about ACI Worldwide, visit our web site at www.aciworldwide.comJob ID (Requisition #18897)

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