Client Experience Senior Manager

Position Type : Full time Type Of Hire : Experienced (relevant combo of work and education) Education Desired : Bachelor of Business Administration Travel Percentage : 10 - 15%Job DescriptionAs the world works and lives faster, FIS is leading the way. Our fintech solutions touch nearly every market, company, and person on the planet. Our teams are inclusive and diverse. Our colleagues work together and celebrate together. If you want to advance the world of fintech, we would like to ask you: Are you FIS?About the teamAt Payrix (Part of FIS Global) we are a global team of passionate Payments, Financial Services and software experts who provide vertical software companies with an all-in-one platform and a white-glove approach to capitalize on the opportunities for growth, innovation, and transformation within embedded payments.What you will be doingPayrix is driving innovation within the Platforms division; we build and deliver innovative solutions to software companies (we call them “Partners”). Partners integrate our products into the software they build and sell to their merchants. We’re growing quickly and have created a role that will define the Operations experience we want for our Partners (Partner Experience, PX).  You’ll create and deliver the PX vision and will engage teams across the division to get it delivered. You’ll start with the Payrix business segment and will expand your vision to include the PX across our other Partner segments. You’ll decide which parts of PX should be digitized or automated, will define requirements for tools used by Operations and our partners, and will define the success measures.Create the customer-centric vision of the full partner operations experience from onboarding through ongoing support.Develop and execute a deployment plan across all operations business segments.Work with teams outside Operations (primarily Sales, Product, Revenue, Engineering) to ensure handoffs between these teams and Operations are smooth and contribute to the partner experience.Define the success measures for Operations and hold teams accountable to achieve them.Drive a continuous improvement mindset across the Operations teams, focused on changes that affect the partner experience directly.Drive the Operations team to live and deliver our charter, which is to ensure partners have a solid, trusted foundation for revenue growth.Identify opportunities for automation, digitization, and documentation.Provide a feedback loop to Product/Eng, Marketing, Sales, RMsPriority will be Payrix to get started but will expand to other business segments.What you bring:Seven or more years of experience in Customer Experience vision and executionSuccessful leadership of high-value, high-impact, cross-functional projects6-sigma or continuous improvement experience in a tech environmentPayment operations experienceProcess documentation, evaluation, improvementAble to manage multiple concurrent projectsSAASWhat we offer youA multifaceted job with a high degree of responsibility and a broad spectrum of opportunitiesA competitive salary and benefitsThe chance to work on some of the most challenging, relevant issues in financial services & technologyTime to support charities and give back in your communitySuccess Measures Impact of changes/improvementsPartner satisfaction improvement/CSATAdoption of improvementsEmployee engagement.View our benefits here: https://cdn.phenompeople.com/CareerConnectResources/FIGLUS/documents/2021BenefitsSnapshot-1611561721803.pdf The posted range describes the minimum to maximum range for this job description. The salary range is provided for locations which require such disclosure. The range for this same position may be lower or higher in markets outside of these locations.$127,440 - 214,100Privacy StatementFIS is committed to protecting the privacy and security of all personal information that we process in order to provide services to our clients. For specific information on how FIS protects personal information online, please see the Online Privacy Notice.EEOC StatementFIS is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, marital status, genetic information, national origin, disability, veteran status, and other protected characteristics. The EEO is the Law poster is available here supplement document available hereFor positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will be required to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.Sourcing ModelRecruitment at FIS works primarily on a direct sourcing model; a relatively small portion of our hiring is through recruitment agencies. FIS does not accept resumes from recruitment agencies which are not on the preferred supplier list and is not responsible for any related fees for resumes submitted to job postings, our employees, or any other part of our company.#pridepassJob SummaryJob number: JR0250803Date posted : 2023-06-30Profession: Client ServicesEmployment type: Experienced (relevant combo of work and education)