The Sr. Manager, Enterprise Servicing (Global Strategic Accounts, GSA) provides strategic leadership, coaching, and operational oversight to a team of Enterprise Servicing Managers (ESMs), ensuring proactive and reactive support for merchants.
Requirements
- 8+ years relevant experience and a Bachelor’s degree OR Any equivalent combination of education and experience.
- Lead, coach, and develop a high-performing team of Enterprise Servicing Managers (ESMs), providing regular feedback, career development support, and performance management.
- Create an inclusive and collaborative team environment that supports learning, accountability, and professional growth.
- Oversee daily team operations to ensure timely and effective support across inbound and outbound servicing interactions.
- Ensure operational excellence in SLA compliance, ticket resolution, case management, and merchant satisfaction.
- Serve as an escalation point for high-complexity or sensitive merchant issues, guiding ESMs in resolution and partnering with cross-functional stakeholders.
- Drive team adherence to compliance, risk, and regulatory standards, including PCI DSS and other applicable requirements.
- Establish team goals, track performance metrics, analyze data, and identify opportunities for continuous improvement in processes and outcomes.
- Guide the team in educating merchants on product functionality, account operations best practices, and compliance obligations.
- Collaborate closely with internal partners (e.g., Account Managers, Customer Service, Technical Account Managers, Pricing Operations, Finance, Risk, and Site Reliability Engineering) to streamline problem resolution and strengthen merchant support.
- Actively contribute to strategic servicing initiatives within Global Strategic Accounts to optimize scale, improve customer experience, and strengthen operational efficiency.
Benefits
- Flexible work environment
- Employee shares options
- Health and life insurance
