VP Client Technical Support

Lead 24x7x365 production support operations for multiple lines of business Design and execute an AI-first service delivery transformation Build and scale a segment-based servicing model aligned with client complexity, revenue profile, product adoption, and business needs Lead across multiple geographies and establish organizational alignment and decision-making discipline Partner with Product, Product Development, and Enterprise Technology Group leaders to deliver self-service, automation, predictive insights, and digital workflows Redesign segmentation and service models to align client needs with support delivery and optimize capacity, productivity, and margin Define global governance, performance measures, and adoption plans for new support capabilities Influence senior leaders across the global peer group on service strategies, governance models, and platform investments Advocate for common global capabilities that improve scalability and service delivery Lead the Partner Optimization and Support teams and provide tailored consulting services and support Drive excellence in the professional services group focused on partner relationships Establish performance benchmarks, service metrics, governance routines, and documented processes Oversee budget, revenue, expense, and cost management activities Lead, coach, and develop directors and senior leaders across multiple locations and time zones Build succession plans and foster a culture of execution, collaboration, and continuous improvement Requirements 12+ years of experience in client support, partner support, professional services, service delivery, or operations within payments, fintech, financial services, or enterprise technology environments 10+ years of experience managing and developing teams, including senior leaders, with responsibility for coaching, organizational design, succession planning, and performance management across multiple teams or locations 10+ years of experience building and managing internal partner relationships, including delivering consulting or support services that improve operational performance and client satisfaction Proven experience driving operational delivery model transformation, including defining strategy, establishing outcome-based KPIs, developing investment business cases, and executing change with broad adoption across teams Proven experience in technology-driven product development and management that enhances operational processes and support functions for client technology organizations Experience establishing measurable service benchmarks, governance processes, escalation frameworks, and operational controls using data to drive decisions and continuous improvement Experience managing budgets, expense models, resource planning, and organizational performance in a complex enterprise environment Bachelor's degree or higher in business, information technology, engineering, or a related field, or equivalent combination of education, related experience and/or military experience Experience leading partner optimization, professional services, or consulting organizations in a financial technology environment Familiarity with support models serving both external clients and internal business partners Experience driving service innovation, process automation, or operational transformation initiatives Ability to work on-site Monday through Friday Ability to use a computer and audio equipment Core Competencies Demonstrates expertise in leading production support operations and service delivery transformation within financial technology environments. Proven ability to manage teams, establish governance models, and drive operational excellence through data-driven decision-making. Highest-signal resume keywords Client Support Management Operational Delivery Model Transformation Team Development and Coaching Service Innovation and Automation Budget and Resource Management Hard Skills Service Delivery Operational Performance Improvement KPI Development Change Management Governance Processes Performance Management Consulting Services Process Automation Data-Driven Decision Making Succession Planning Soft Skills Collaboration Leadership Communication Coaching Continuous Improvement Industry Keywords Fintech Financial Services Enterprise Technology Partner Optimization Professional Services Client Technology Service Metrics Segmentation Models Digital Workflows Performance Benchmarks #J-18808-Ljbffr Jobtailor