Director, Partner Experience Management

Make your mark at one of the biggest names in payments. We’re looking for a Director – Partner Experience Management to join our Platforms & Integrated Payments team and help shape the future of global commerce. Responsibilities 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. Qualifications 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, etc.) and customer support tools (e.g., Zendesk). Customer‑centric mindset with a passion for delivering outstanding service. Experience in a fast‑paced, high‑growth, and evolving environment. Location Atlanta, Georgia, United States Salary Range Estimated annual salary: $127,500.00 - $192,525.00 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. #J-18808-Ljbffr Worldpay Group Plc