Director, Partner Management

Are you ready to write your next chapter? Join one of the biggest names in payments as a Director – Partner Experience Management on our Platforms team. In this role you will drive the partner service organization and help us unleash the full potential of each business partner.

• Set the vision and direction for the partner service organization, aligning with company objectives and scaling service management as the business grows.
• Lead, mentor, and develop a team of partner service managers and representatives, fostering a culture of collaboration, accountability, and continuous improvement.
• Design, implement, and optimize service delivery models, processes, and KPIs to ensure efficiency, quality, and a seamless partner experience.
• Serve as the voice of the partner across the organization, ensuring partner feedback informs product development, service enhancements, and business strategy.
• Oversee the resolution of high-impact and escalated partner issues, collaborating with Product, Engineering, Compliance, and Sales teams as needed.
• Analyze and present key partner metrics (CSAT, NPS, churn, response/resolution times) to executive leadership, using insights to drive strategic decisions.
• Lead the adoption of new technologies, tools, and processes within the service function to support scale and innovation.
• Build strong relationships with key partners and internal stakeholders, acting as a trusted advisor and escalation point for major accounts.
• Stay informed on industry trends, regulatory requirements, and emerging technologies to ensure the service function remains compliant and competitive.
• Oversee resource allocation, budgeting, and workforce planning to support business objectives and drive operational efficiency.

• 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 platforms (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.

For this full‑time position, the good faith estimated annual salary range upon hire is $–$. The actual starting salary will be determined by a candidate’s experience, job‑related skills, and relevant education or training.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test.

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. We provide reasonable accommodations for individuals with qualified disabilities during the hiring process and in the workplace.