Customer Excellence Lead

About Paysafe 
Paysafe (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

 

Your career starts here. Help us build and deliver innovative payment solutions.

 

Position Overview:

The Operations Excellence Lead is a strategic and operational partner to the Global Operations team as well as various organizational functions including Product, CRM, Technology & Sales. This individual is responsible for driving the execution of strategic improvement initiatives, facilitating cross-functional alignment and communication, and providing insights and recommendations to optimize Operations transformation strategy across our global business.

 

This role will primarily focus on optimizing Global Operations processes and ensuring the CRM alignment. The role will actively collaborate with the CRM team to ensure Global Operations needs are delivered.

 

This role is based in our North American HQ in Jacksonville, FL and offers a flexible hybrid work environment where you will have a blend of in office days and remote working days.

 

Your responsibilities include:

• Drive transformation and strategy initiatives, working closely with the VP, Global Operations and leadership team to identify opportunities for growth and improvement, and develop and implement plans to achieve them;
• Work closely with cross-functional teams to design and implement solutions aimed at improving process efficiency, effectiveness, and quality. Monitor and evaluate the impact of implemented changes to ensure desired outcomes are achieved.
• Designs and leads process for Operations teams to submit process / technology improvement ideas, primarily focused on CRM usage.
• Works with the cross-functional teams on the development of new projects, provides information, fact-checks, creates cost-benefit analysis in collaboration with CRM intake team;
• Monitors the performance of live automation and all the systems related to the CRM platforms;
• Continuously monitor system performance and user feedback to identify trends, patterns, and areas for improvement. Implement corrective actions as needed to optimize the processes and the workflows;
• Ensures timely communication between stakeholders as well as training materials and documentation;
• Integrates a culture of continuous improvement in all areas of business operations;
• Facilitate knowledge transfer and training sessions to empower users and support teams with the necessary skills and expertise;
• Acts with integrity, honesty and knowledge that promote the culture, values, and mission of Paysafe;
• Meets the targets set by the Company, as published in its internal documentation;
• Provides direction, instructions, and guidance to the team;<