Reporting to the VP Digital Payments, Merchant Operations Excellence, this position will be responsible for
designing and implementing strategies and processes to deliver a delightful end
to end merchant operational experience for CyberSource merchants. This position can be based in Lehi, UT, Austin, TX or the Bay Area, CA.
Work cross-functionally to determine areas of operational improvement, communicating the strategic imperative for change, identifying gaps, designing solutions, developing governance models, driving process change, training teams to implement revised approaches, scoping and tracking key
milestones.
Build repeatable operational issue resolution model that expedites resolution, addresses root cause(s), and implements necessary improvements for the business.
Drive implementation of metrics-based business operational performance monitoring, reporting and analysis.
Identify and break down systemic operational impediments to ensure flawless execution of
our service delivery to clients
Incorporate customer feedback and improves business prospectively
Operationalize high impact initiatives to reduce issue recurrence and rapidly reduce
resolution time around end to end billing activities
Support and lead cross-functional response to significant service issues in the operational journey
Develop new operating frameworks and end to end customer-back operational experience for existing and new products and solutions
Qualifications
CAPABILITIES
Merchant-Back Operational Orientation
The candidate has experience in understanding, designing and implementing client’s
operational experience, and delivery needs.
Process Design
The candidate has demonstrated the ability to analyze and redesign existing
business processes to achieve breakthrough improvements in performance
measures.
Analysis
The candidate can visualize, articulate,conceptualize and solve complex
problems by making decisions that are sensible given the available
information.
Collaboration
The ideal candidate is a business leader who has demonstrated success navigating
and thriving in a complex multi-regional matrixed organization. S/he has
established and cultivated internal stakeholder relationships. S/he brings
a style that is genuine, transparent and open, inviting collaboration and
true partnership.
Spur Innovation
This candidate creates an environment where independent thinking is encouraged
and productive debate about existing processes methods and processes is
the norm.
QUALIFICATIONS
Minimum of 12+ years of experience in process and
operations analysis
Experience in dynamic environments with shifting
priorities in delivering client commitments
Expert communicator and navigator across functions to drive large scale vision alignment, change
management, execution and results
Payment industry or merchant payment management experience preferred
Experience in operationalizing voice of business customers, lifecycle management desirable
Strong interpersonal skills with presence and the ability to clearly communicate with senior management, peers, and team members
Ability to work accurately with a sense of urgency, and deliver under tight deadlines/time frames
Strong critical thinker with the ability to make decisions
Team oriented, collaborative, diplomatic, and flexible, with excellent presentation skills, including strong oral and writing capabilities
Advanced level of Excel, Word, Outlook and PowerPoint required
Familiarity with Salesforce.com or other CRM and Customer Experience platform capabilities preferred
MBA, consulting experience preferred. Bachelor degree required.
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