Enterprise Ops Services Director

Location:

NYC

Hybrid

Full-time

Role summary:

As the Enterprise Ops Services Director, you will provide strategic leadership for Payoneer's global Services for Enterprise (OSE) organization. You will be responsible for shaping and executing the service delivery vision for our largest and most complex clients, driving global scalability, operational excellence, and client satisfaction. This role is critical in deepening client relationships, enhancing post-sales service delivery, and aligning internal teams to support enterprise growth.

You'll lead a distributed, high-performing global team and serve as a trusted advisor to internal stakeholders and external clients ranging from leading marketplaces to Fortune 500 companies. Your focus will be on proactive relationship management, data-driven service strategy, and continuous improvement across people, processes, and platforms.

What you'll do:

* Lead, inspire, and scale the global OSE team across APAC, EMEA, and the Americas.

* Define team structure, capacity planning, KPIs, and career development paths.

* Set the long-term vision for OSE and align with Payoneer's global service strategy

* Serve as an executive-level point of contact for enterprise clients.

* Build deep partnerships by understanding their evolving business needs and offering tailored support and strategic guidance.

* Oversee client onboarding, performance reviews, issue resolution, and escalations with an emphasis on high-impact, long-term engagement.

* Own team performance against key KPIs (e.g., SLA, EOTR, CSAT, NPS).

* Implement metrics, dashboards, and reporting frameworks to ensure accountability and transparency.

* Identify areas for automation and process improvement to scale service operations globally.

* Act as a strategic partner to Sales, Product, Compliance, Risk, Finance, and Marketing to support client health, upsell opportunities, and issue prevention.

* Represent the OSE function in executive meetings, client QBRs, and cross-departmental planning sessions.

* Design and implement scalable support models, tiered service strategies, and global workflows tailored to client segments.

* Champion voice-of-the-customer initiatives and feed insights into product development and service innovation.

Who you are:

* 8+ years of experience in a client-facing leadership role within fintech, SaaS, payments, or global services.

* Proven success leading large, distributed client services or customer success teams in high-growth, global environments.

* Exceptional executive communication and stakeholder management skills.

* Deep understanding of enterprise client needs, with experience working directly with global brands or high-value partners.

* Strong operational background with experience scaling support functions and implementing performance frameworks.

* Expertise in Salesforce or other enterprise CRM platforms.

* Ability to think strategically, execute tactically, and drive outcomes cross-functionally.

* Willingness to travel globally and work across time zones when required.

Not required, but preferred:

* Familiarity with international payments infrastructure (SWIFT, wires, card schemes).

* Experience working in a regulated or compliance-driven environment.

* Multilingual abilities (Hebrew or other languages).

* Prior experience presenting to C-level stakeholders or board-level audiences.

What we offer:

* Discounted medical, dental, and vision insurance (coverage starts on day one) HSA and FSA

* 401K with employer match

* Employee Stock Purchase Plan (ESPP)

* Fitness/Wellness reimbursement

* Generous PTO, paid holidays, and parental leave

* Learning and development opportunities

* Flexible work from home schedule

* Volunteer activities

* Fun office culture with supportive leadership

In accordance with New York City Law, below is the annual base salary range for this position. Actual annual base salary is based on, but not limited to: experience, education, professional licenses, location and business needs. The position is eligible for health insurance, disability insurance, life insurance, 401k plan, paid-time off, and sick (and where applicable safe) leave. This role is eligible for a year-end discretionary bonus.

The annual base salary range for this position is: $135,000 - $160,000.

#LI-JE1