VP, Global

ACI Worldwide is a global leader in mission‑critical, real‑time payments software, enabling corporations, fintechs, and financial disruptors to process and manage digital payments.

The Vice President, Global HELP
24 is responsible for the strategy, governance, and performance of ACI’s global post‑deployment technical support organization. The role ensures consistent, high‑quality support for ACI software products operating in both ACI‑managed environments and customer‑managed deployments across the full customer lifecycle, partnering with Product Development, Operations, Professional Services, Customer Success, and Sales to proactively address customer needs, resolve complex issues, and deliver a consistent, end‑to‑end support experience that strengthens customer satisfaction, retention, and long‑term value.

• Own delivery performance of the global HELP
  24 support organization, including SLA adherence, incident resolution effectiveness, and customer satisfaction across products, regions, and deployment models.
• Operate the partner‑led support model, including vendor performance management, contractual compliance, staffing alignment, and accountability to defined service outcomes.
• Monitor and improve operational performance using customer feedback, service metrics, and trend analysis; implement corrective actions to address service degradation, recurring issues, and systemic risks.
• Serve as executive‑level escalation point for critical customer issues, ensuring timely resolution and clear communication.
• Build and maintain senior relationships with key customers to support trust, transparency, and effective issue resolution.
• Coordinate cross‑functional execution with Product Development, Operations, Professional Services, and Commercial teams to resolve complex issues and improve service delivery.
• Advance operational efficiency through adoption of automation, AI, and process improvements that reduce incident volume, accelerate resolution, and improve service quality.
• Own financial management for HELP
  24, including budgeting, forecasting, cost control, and delivery against the operating plan.
• Develop and support business cases for investments, tooling, and resource decisions.
• Perform other duties as assigned.
• Ensure adherence to all corporate policies and standards, including the ACI Code of Business Conduct and Ethics.

• Bachelor’s degree in business or computer science or equivalent, and/or relevant work experience.
• 12+ years’ experience in a customer‑facing role in a relevant industry.
• Experience in payment processing and customer‑facing software support.
• Progressive leadership experience managing and leading client‑facing global teams.
• Demonstrated fluency with generative AI tools (e.g., Claude, Copilot, Gemini) used as a working tool for data analysis, decision support, content creation, and operational insight.

• Experience leading and transforming partnership / BPO support models.
• Previous technical support leadership experience in a global matrixed environment.
• Demonstrated experience managing third‑party resources.
• Experience in the financial and/or software industry.

• Strong leadership and mentorship abilities.
• Ability to operate strategically and tactically across multiple disciplines.
• Strong executive presence with the ability to effectively manage complex customer escalations.
• Exceptional customer‑focused attitude.
• Advanced critical thinking, problem‑solving and analytical skills.

None required.

Standard office work environment. Travel may be required, domestic or international.

Majority of time spent on PC.

Opportunities for growth, career development, and a competitive compensation and benefits package are offered within an innovative and collaborative environment.

Job  (Requisition #18897).

ACI Worldwide is an AA/EEO employer in the United States, which includes providing equal opportunity for protected veterans and individuals with disabilities, and an EEO employer globally.