Own the performance of a global Customer Support organization (~50 people including BPO) serving tens of thousands of customers
Own Payments Operations performance, including fraud, risk, and dispute management, through the team’s leadership layer
Define and execute an AI-first support strategy, embedding AI deeply into workflows to improve both customer experience and efficiency
Drive step-function improvements in support operations, including tooling, processes, staffing model, and performance management
Deliver against key business metrics including CSAT, SLAs, time to resolution, handle time, cost reduction, dispute win rate, and chargeback/charge-off reduction
Operate as a hands-on leader—diagnosing issues, setting direction, and executing alongside the team
Partner cross-functionally to ensure support and payments operations are aligned with broader product, engineering, and business priorities
Build and lead a high-performing, globally distributed team, setting a high bar for execution, accountability, and continuous improvement
Identify opportunities to expand scope and impact over time, contributing to broader business and operational leadership

8-10+ years of relevant operating experience at high-growth organizations
Led and scaled customer-facing or operational teams in high-growth, fast-paced environments, including managing through managers
Owned business-critical metrics (e.g., customer experience, cost efficiency, operational performance, or risk/fraud outcomes) at a leadership level
Demonstrated the ability to transform a function or system, not just manage existing processes
Applied AI, automation, or technology to meaningfully improve workflows, efficiency, or customer experience
Successfully navigated ambiguous or “messy” environments, bringing structure, clarity, and results
Built or improved operational systems and processes that scaled with business growth
Partnered cross-functionally to drive outcomes across teams and influence company-level decisions
(Nice to have) Experience with payments, fraud, risk, or dispute operations
(Nice to have) Experience in Customer Support or Service environments

Director, Customer Operations

Key skills