Job Overview
JOB DETAILS
Lead and inspire the Partner Support Optimization team by developing people, processes, and performance systems that scale with a growing global partner portfolio. Define and implement the vision for Partner Support, integrating digital solutions, process design, automation, and global workforce strategy aligned with business objectives. Oversee workforce planning and vendor/BPO management to ensure a scalable, cost-effective resourcing model. Drive operational excellence through centralized initiatives that enhance efficiency, simplify support models, and improve partner outcomes. Collaborate multi-functionally with Product, Engineering, Business Process Optimization, Regional Operations, and Support teams to deliver a world-class partner support experience. Lead large-scale transformation initiatives, managing change across technologies, regions, and functions. Develop and implement performance measurement frameworks to assess impact, improve service delivery, and drive continuous improvement. Build and maintain strong internal and external partnerships, serving as a trusted advisor on partner support operations and scalability. Leadership & Strategy Demonstrable ability to lead high-performing, innovative teams and drive enterprise-level transformation across partner or platform ecosystems. Strong strategic approach with a demonstrated ability to connect big-picture vision with operational execution. Skilled communicator and influencer with a track record of engaging multi-functional leaders and teams across global organizations.
Minimum Qualifications
- 7+ years of experience in operations strategy, partner management, or workforce planning within tech, FinTech, or digital services.
- 3+ years leading and developing high-performing teams in global, matrixed environments.
- Proven track record in managing transformation initiatives, B2B partner support, and platform-integrated operations.
- Experience overseeing large-scale vendor or BPO partnerships.
- Bachelor’s degree in Business, Operations, Engineering, or related field (or equivalent experience).
Preferred Qualifications
- Lean Six Sigma, or related certifications.
- Familiarity with workforce planning systems and performance analytics.
- Experience in the payments or financial services industry.
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