Director, Partner Management

Position: Director, Partner Experience Management
Job Description Are you ready to write your next chapter?

Make your mark at one of the biggest names in payments. We’re looking for a Director – Partner Experience Management to join our Platforms team and help us unleash the potential of every business.

What you’ll own as the Director – Partner Experience Management As the Director – Partner Experience Management, you will play a critical, strategic role in shaping and leading the service management function for our Partners. You will oversee multiple teams, drive business and operational excellence, and set the vision for delivering best-in-class service in a dynamic, technology-driven environment. Your deep expertise in B2B SaaS, Fin Tech and Payment Processing will position you as a key leader, responsible for ensuring high customer satisfaction, optimizing processes, and supporting business growth.

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.

What you’ll bring

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 Fin Tech 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, Hub Spot), Customer Success (Gainsight, Catalyst, Totango et al.) and customer support tools (e.g., Zendesk, Salesforce, et al.).Customer-centric mindset with a passion for delivering outstanding service.

Experience in a fast-paced, high-growth, and evolving environment.

About the team

Our Customer Experience teams are the face and voice of Worldpay and bring our value Think Like a Customer to life every day. These World payers hold us accountable for putting our best foot forward in every interaction with our customers.

To learn more about our winning teams, check out our world-class teams that own it every day.

What makes a World payer What makes a World payer? It’s simple:
Think, Act, Win. We stay curious, always asking the right questions and finding creative solutions to simplify the complex. We’re dynamic, every World payer is empowered to make the right decisions for their customers.…