Senior Director, Strategic Care
- Leadership & Strategy
- Define and execute the Strategic Care vision and operating model for high-value B2B customers (merchants, partners, and strategic accounts).
- Develop and maintain differentiated SLAs, escalation models, and engagement protocols tailored to client value and complexity.
- Build and lead a global Strategic Care organization, ensuring consistent quality and coverage across all time zones and product lines.
- Translate the Customer Service Vision into an actionable high-value client servicing roadmap — balancing excellence with efficiency.
- Operational Excellence
- Oversee day-to-day service operations for high-value clients, ensuring rapid response, accountability, and end-to-end issue resolution.
- Embed 360° ownership principles — every case has a clear owner, and no issue falls through the cracks.
- Monitor performance against differentiated KPIs and SLAs (rSAT, FCR, resolution time, retention).
- Champion automation and AI capabilities to improve efficiency while preserving a human-led, premium experience.
- Client Engagement
- Serve as an executive escalation point for major clients — not hesitating to personally connect with large partners when needed to maintain trust and resolve complex issues.
- Partner closely with Sales, Account Management, and Customer Success to ensure service excellence directly supports revenue growth and retention.
- Develop structured client feedback loops and use insights to drive product, policy, and process improvements across the organization.
- Cross-Functional Collaboration
- Act as a bridge between Customer Service, Sales, Product, Engineering, and Operations to remove friction, enhance resolution speed, and improve customer experience.
- Represent high-value clients in internal governance forums, influencing product roadmaps and policy design.
- Ensure voice-of-customer insights from Strategic Care inform continuous improvement across the enterprise.
- Transformation & Growth
- Drive a culture of continuous improvement and accountability within the Strategic Care team.
- Identify opportunities for business growth through service differentiation — using the organization’s proximity to key clients to uncover retention and upsell potential.
- Lead initiatives to bring high-value servicing in-house while maintaining cost efficiency through automation and smart routing.
- Build Strategic Care into a competitive differentiator and a trusted partner to the business.
- 12+ years of experience in Customer Service, Account Management, or Operations, with at least 5 years in a global or regional leadership role.
- Proven success leading high-value or strategic account servicing organizations, preferably in payments, B2B technology, SaaS, or platform industries.
- Demonstrated ability to build and scale global teams across time zones.
- Strong record of executive client interaction and cross-functional influence.
- Experience in service transformation, automation, and AI-enablement a strong plus.
- Exceptional communication, negotiation, and stakeholder management skills.
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