VP, Client Operations

What We NeedCORPAY is currently looking to hire a Vice President, Client Operations within our Customer Service division. This position falls under our Corpay Payables line of business and is located in Richmond, VA. In this role, there will be accountability for executing and continuously improving the post-implementation client operating model across Client Account Management and Technical Support within Corpay Payables. This leader will integrate the end-to-end client experience, improve Corpay team effectiveness, generate actionable product and policy insights, and deliver a consistently strong customer experience regardless of whether an issue originates in technology, product, payments, suppliers, policy, or service execution.The Vice President will lead approximately 35 Client Account Management associates supporting the Full AP business and approximately 15 Technical Support associates supporting both Full AP and Commercial Card. Directors and managers will report through this role.This leader will directly own client satisfaction, SLA attainment, technical issue resolution, escalation management, cost-to-serve, and execution of the support technology roadmap. The role will develop business insights and recommendations related to product and policy for review with the Senior Vice President of Operations and cross-functional executives. Client retention and renewal-risk governance will be shared with Relationship Management and Sales. The Vice President will own internal operating readouts and partner with Relationship Management and the Senior Vice President of Operations on client-facing executive reviews and communications.The role requires strong client advocacy balanced with sound business judgment, policy compliance, risk management, and scalable operational solutions. You will report directly to the SVP of Operations and regularly collaborate with the team and other departments.How We WorkAs a Vice President of Client Operations, you will be expected to work in an office environment. CORPAY will set you up for success by providing:Assigned workspace in the Richmond VA office.Company-issued equipment + remote access Role ResponsibilitiesThe responsibilities of the role will include:End-to-End Client Experience LeadershipExecuting and continuously improving the post-implementation client operating model, ensuring seamless coordination across Account Management, Technical Support, Relationship Management, Sales, Product, Technology, Implementations, Supplier and Payment Operations, Financial Operations, Finance, Risk/Fraud, Client Success, Compliance, Legal, Quality Assurance, and Operational Excellence.Creating a consistent experience in which Corpay assumes ownership of client needs regardless of the source of the issue and coordinates the appropriate internal teams through resolution.Recommending and implementing client health segmentation, service tiers, differentiated coverage models, engagement standards, and escalation paths for strategic, high-growth, standard, and at-risk clients, subject to approval by the Senior Vice President of Operations.Owning the formal transition from Implementation into Client Operations, including readiness criteria, documentation, knowledge transfer, training, support-model acceptance, and post-launch stabilization.Balancing client advocacy with policy, risk, contractual commitments, and sustainable business practices.Ensuring Partner Operations (BPO Servicing) have appropriate resources to deliver L1 Support Excellence.Client Account Management and Relationship PartnershipLeading the Client Account Management organization and establish clear expectations for proactive engagement, service planning, client advocacy, issue ownership, and business insight generation.Sharing accountability for client retention and renewal-risk governance with Relationship Management and Sales, including early identification, recovery planning, action tracking, executive visibility, and exposure reporting.Partnering with Relationship Management on client business reviews, executive readouts, strategic solutioning, renewal-risk discussions, and relationship expansion opportunities.Personally, engaging with strategic clients during major escalations, selected executive reviews, renewal-risk situations, and complex solutioning discussions, partnering with the Senior Vice President of Operations when executive sponsorship is required.Building trusted client relationships that support retention, sales partnership, program growth, and long-term client value.Technical Support and Issue ResolutionLeading the Technical Support organization serving Full AP and Commercial Card and ensure timely, accurate, and client-centered resolution of technical issues.Owning technical issue resolution performance, escalation aging, Communications, SLA attainment, communication quality, root-cause identification, and corrective action.Partnering with Product and Technology to convert recurring technical issues and support trends into prioritized fixes, platform improvements, and roadmap recommendations.Ensuring support processes are scalable, controlled, appropriately documented, and aligned with client-specific service commitments and applicable contractual SLAs.Escalation, Incident, and Service Recovery ManagementOwning the client escalation process from initial intake through final resolution, including triage, internal coordination, executive communication, root-cause analysis, corrective action, closure confirmation, and prevention of recurrence.Serving as the operational leader for major client incidents and outages, including after-hours response, communication cadence, recovery coordination, and post-incident follow-up; escalate material reputational, contractual, regulatory, or financial matters to the Senior Vice President of Operations.Approving routine client-facing communications within established authority and apply risk-based governance for communications requiring Senior Vice President, Legal, Compliance, Relationship Management, or other stakeholder review.Implementing service recovery standards, including executive outreach recommendations, remediation plans, corrective actions, and recommendations regarding client compensation when appropriate and within established approval authority.Leading complaint management and coordinate regulatory inquiries and client audits related to service delivery in partnership with the Senior Vice President of Operations, Risk, Compliance, Legal, and operational stakeholders.AI, Automation, and Support Technology StrategyEstablishing baseline measures for team effectiveness, productivity, cost-to-serve, client effort, and speed of resolution across Account Management and Technical Support.Identifying and prioritizing AI-enabled opportunities that modernize operations, improve associate effectiveness, accelerate resolution, reduce cost-to-serve, and enhance the client experience.Setting measurable AI adoption, automation, productivity, and resolution-time targets aligned with the broader Operations strategy, and provide executive readouts on progress, benefits, risks, and realized outcomes.Developing business requirements, business cases, implementation roadmaps, and operating plans for approved AI and automation initiatives in partnership with Operational Excellence, Product, and Technology.Owning execution and optimization of the support technology roadmap, including CRM and ticketing platforms, workflow automation, client self-service, AI-enabled support capabilities, and performance reporting, within the broader Operations and Technology strategy.Serving as a key stakeholder for Operational Excellence-owned knowledge management, including identification of content needs, usability validation, adoption, and effectiveness feedback.Executive Insights, Voice of the Customer, and Product InfluenceOwning regular internal operating readouts that translate client, operational, and technical data into insights and recommendations supporting revenue, operational effectiveness, product strategy, policy, and roadmap decisions.Leading the client-operations contribution to a formal voice-of-the-customer program, consolidating account management insights, technical support trends, escalations, surveys, complaints, and client reviews into prioritized recommendations for executive and cross-functional review.Translating operational data into recommendations related to revenue protection and growth, product priorities, policy changes, service strategy, and resource allocation for decision by the appropriate executive or functional owner.Advocating for client feedback and recurring service friction to be represented in enterprise planning, product prioritization, and policy discussions.Operational Effectiveness and Workforce ManagementDriving operational efficiency through people-focused operational gearing models, capacity planning, staffing forecasts, productivity assumptions, hiring plans, and creative resource-management solutions.Owning cost-to-serve performance and identify opportunities to improve efficiency without compromising client outcomes or associate experience.Recommending changes to team structures, leadership layers, roles, coverage models, spans of control, and resource allocation; implement approved changes under the direction of the Senior Vice President of Operations.Establishing performance visibility and executive reporting for client satisfaction, SLA attainment, technical resolution, escalations, cost-to-serve, productivity, staffing, and business insights.Maintaining business continuity and disaster recovery readiness for Account Management and Technical Support, including staffing contingencies, communication protocols, recovery procedures, and testing, aligned with enterprise standards.Service Quality, Policy, and ControlsPartnering with the Operational Excellence team and other stakeholders to document, maintain, and enforce service policies, escalation standards, and operating procedures.Partnering with the Quality Assurance team on quality and case-review programs, calibration, coaching, trend analysis, corrective actions, and executive reporting.Owning operational compliance with applicable client-specific service commitments and contractual SLAs, including performance tracking, exception management, remediation plans, and executive reporting; escalate material exposure to the Senior Vice President of Operations.Ensuring processes, controls, case documentation, and client communications are audit-ready and consistently executed.Organizational Leadership and CultureLeading, coaching, and developing directors and managers responsible for Client Account Management and Technical Support.Building succession plans, leadership bench strength, talent-calibration practices, and career-development pathways across both organizations.Creating a customer-centric culture that values Corpay associates, encourages collaboration, and reinforces ownership of client outcomes regardless of issue origin.Setting clear performance expectations and foster accountability, urgency, sound judgment, continuous improvement, and strong cross-functional partnershipQualifications & SkillsBachelor's degree required; advanced degree preferred in Business, Operations, Technology, Finance, or a related field.12+ years of progressive leadership experience in client operations, account management, technical support, payments, SaaS, fintech, financial services, or a related service environment.5+ years leading managers and multi-function teams; experience leading directors is strongly preferred.Demonstrated success improving client satisfaction, SLA performance, technical issue resolution, escalation management, cost-to-serve, and operational effectiveness.Demonstrated experience leading equivalent multi-functional client operations organizations; direct leadership of both relationship-oriented and technical support functions is preferred but not required.Strong command of service operations, workforce planning, client segmentation, support technology, quality management, incident response, and performance analytics.Demonstrated experience presenting to senior executives and converting operational and client data into clear recommendations related to revenue, product priorities, policy, and resource allocation.Experience developing and executing AI, automation, self-service, and support-technology strategies with measurable business outcomes.Strong cross-functional leadership skills and demonstrated effectiveness partnering with Product, Technology, Sales, Relationship Management, Implementations, Supplier and Payment Operations, Financial Operations, Finance, Risk/Fraud, Client Success, Compliance, Legal, Quality Assurance, and Operational Excellence.B2B payments or fintech experience strongly preferred.Must be located in Richmond, Virginia, available to work in-office, and able to travel up to 20%.Benefits & PerksMedical, Dental & Vision benefits available the 1st month after hireAutomatic enrollment into our 401k plan (subject to eligibility requirements)Virtual fitness classes offered company-wideRobust PTO offerings including major holidays, vacation, sick, personal, & volunteer timeEmployee discounts with major providers (i.e. wireless, gym, car rental, etc.)Philanthropic support with both local and national organizationsFun culture with company-wide contests and prizesJobFamilyCustomer ServicePayTypeSalaryEmploymentIndicatorEmployee