Sr. Director, Client Success & Operations

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall purpose 

The Senior Director, Paze Servicing is responsible for leading the operational servicing organization that supports the Paze ecosystem by managing escalations, resolving complex issues, and ensuring the timely restoration of service across financial institutions, merchants, networks, processors, and consumers. 

This leader oversees the teams responsible for identifying, triaging, troubleshooting, and resolving operational, technical, and business issues impacting the Paze experience. The role is focused on establishing servicing discipline, operational rigor, proactive risk identification, automation, and continuous improvement to minimize partner friction and improve ecosystem reliability. 

The Senior Director serves as the central point of coordination during operational incidents and escalations, partnering closely with Product, Technology, Risk, Operations, Network, and Financial Institution teams to drive root-cause resolution and prevent recurring issues. Success in this role is measured by issue resolution effectiveness, operational stability, risk mitigation, servicing efficiency, and stakeholder confidence in the Paze platform. 

Essential Functions 

Servicing Operations & Escalation Management 

• Lead the teams responsible for handling escalations and operational issues from financial institutions, networks, merchants, processors, and consumers.  

• Establish clear servicing standards, escalation procedures, prioritization frameworks, and operating disciplines across all support functions.  

• Ensure timely triage, investigation, communication, and resolution of operational, technical, and business issues impacting the Paze ecosystem.  

• Oversee management of high-severity incidents and critical business issues, coordinating resolution efforts across multiple internal and external stakeholders.  

• Drive accountability for issue ownership, resolution timelines, communication quality, and customer experience outcomes.  

Operational Excellence & Continuous Improvement 

• Develop and implement servicing processes that improve consistency, efficiency, quality, and scalability.  

• Establish service-level objectives, performance metrics, and operational reporting that provide visibility into servicing effectiveness and ecosystem health.  

• Identify recurring servicing issues and drive root-cause analysis efforts to eliminate systemic problems.  

• Lead continuous improvement initiatives focused on reducing issue volumes, shortening resolution times, and improving service quality.  

• Build a culture of operational discipline, accountability, and data-driven decision making.  

Automation & Process Optimization 

• Identify opportunities to automate manual servicing activities, repetitive workflows, and operational processes.  

• Partner with Technology, Product, and Operations teams to implement tools and solutions that improve servicing efficiency and reduce operational burden.  

• Develop self-service capabilities, monitoring tools, workflows, and operational dashboards that improve visibility and issue management.  

• Utilize servicing data and trends to prioritize automation investments and operational enhancemen