Executive Director Global Entitlement Operations & Business Support

About NCR VOYIX

NCR VOYIX Corporation (NYSE: VYX) is a leading global provider of digital commerce solutions for the retail, restaurant and banking industries. NCR VOYIX is headquartered in Atlanta, Georgia, with approximately 16,000 employees in 35 countries across the globe. For nearly 140 years, we have been the global leader in consumer transaction technologies, turning everyday consumer interactions into meaningful moments. Today, NCR VOYIX transforms the stores, restaurants and digital banking experiences with cloud-based, platform-led SaaS and services capabilities.

Not only are we the leader in the market segments we serve and the technology we deliver, but we create exceptional consumer experiences in partnership with the world’s leading retailers, restaurants and financial institutions. We leverage our expertise, R&D capabilities and unique platform to help navigate, simplify and run our customers’ technology systems.

Our customers are at the center of everything we do. Our mission is to enable stores, restaurants and financial institutions to exceed their goals – from customer satisfaction to revenue growth, to operational excellence, to reduced costs and profit growth. Our solutions empower our customers to succeed in today’s competitive landscape. 

Our unique perspective brings innovative, industry-leading tech to all the moving parts of business across industries. NCR VOYIX has earned the trust of businesses large and small — from the best-known brands around the world to your local favorite around the corner.

We are seeking a highly skilled and motivated Entitlement Operations leader to oversee the global entitlement database and manage a business customer support center. This role focuses on accurate installed base for both hardware, software, support, and SaaS entitlement.  The Business Support team will handle billing, contracting, and business changes for retail, restaurant, and payments customers worldwide. The ideal candidate will ensure operational excellence, drive customer satisfaction, and support strategic business objectives.

Key Responsibilities:

• Entitlement Database Management:
  • Develop new processes, partner with cross functional teams to update methodologies and processes and lead the transformation.
  • Own and maintain the global entitlement database, ensuring data accuracy, security, and compliance.
  • Develop and implement processes for efficient data management and reporting.
  • Collaborate with IT, billing, product management, and other stakeholders to enhance database functionality.
• Customer Support Operations:
  • Lead a global business customer support center , focusing on billing, contracting, and business changes.
  • Develop and monitor KPIs to ensure high levels of customer satisfaction and operational efficiency.
  • Resolve escalated customer issues and implement solutions to prevent recurrence.
• Strategic Collaboration:
  • Partner with multiple cross-functional teams to align support operations with business goals.
  • Provide insights and actionable recommendations to improve the overall customer experience and streamline processes.
  • Support global initiatives and projects related to retail, restaurant, and payments customers.
• Team Leadership:
  • Build, manage and mentor a diverse team of data management and support professionals.
  • Foster a culture of continuous improvement and professional development.
  • Ensure adherence to company policies and industry regulations.

Qualifications:

• Bachelor’s degree in Business Administration, Information Systems, or a related field.
• Proven experience in asset management, customer support operations, or a similar role.
• Strong understanding of billing, contracting, and business processes in retail, restaurant, and payments industries.
• Excellent leadership, communication, and problem-solving skills.
• Proficiency in data management tools, case management,  and CRM systems.

Preferred Skills:

• Experience with global operations and multicultural teams.
• Knowledge of industry-specific regulations and