Senior Director, Strategic Care

Key Responsibilities
1. 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.

• 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.

• 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.

• 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.

• 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.

Strategic Vision

Can translate customer strategy into a scalable, global service model.

Customer Obsession

Naturally leans into client relationships, understands the stakes, and protects trust.

Executive Presence

Comfortable engaging directly with C‑level clients and internal leadership.

Operational Mastery

Deep experience in service delivery, escalation management, and process improvement.

Influence & Collaboration

Works cross‑functionally to remove barriers and align priorities.

Drives transformation through data, empathy, and clarity of direction.

Growth Mindset

Sees service excellence as a path to commercial value and brand differentiation.

• 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.