Operations Director (Sentral)

Global Payments; Sydney; On-site; AUD 180,000 - 190,000; Full time

Benefits offered by this job

Performance bonus

Job summary

Global Payments Inc. is seeking an experienced Operations Director to shape and execute the operational strategy across Customer Support, Professional Services, Service Delivery, Consulting and Training, ensuring efficiency, scalability and exceptional customer experience.

You will own end-to-end post-sales operations, balance standards with market needs, and partner with Product, Engineering and Sales to ensure readiness for launches and ongoing service quality.

Qualifications

• 7+ years in Operations or Client Services leadership, preferably in SaaS.
• Proven leadership across multiple operational functions, including implementations, service delivery, and customer support.
• Cultural adaptability and ability to lead diverse teams.
• Demonstrated ability to drive operational efficiency and scalability.
• Experience working in the K-12 schools and/or higher education is highly desirable

Responsibilities

• Develop and implement Sentral’s operational strategy.
• Own onboarding, implementations, service delivery, consulting, training, and support.
• Lead and develop the operational leadership team.
• Drive delivery governance and project management.
• Standardise processes using automation and tech.
• Monitor performance measures like CSAT, SLAs, onboarding timelines.
• Manage budgets, resources, risks, and reporting.
• Escalation point for critical operational issues.
• Partner with Product, Engineering and Sales for readiness.
• Represent Sentral operations in APAC and forums.
• Other duties as reasonably requested.

Skills

Operations leadership

SaaS experience

Team leadership

Education

Bachelor’s degree

Job description

Ready to take your career global?

Make your mark at one of the biggest names in payments. We’re looking for an Operations Director to join our ever-evolving Operations team and help us unleash the potential of every business.

About The Opportunity

This role will support Sentral, responsible for shaping and executing the operational strategy across Customer Support, Professional Services, Service Delivery, Consulting and Training, ensuring efficiency, scalability and an exceptional customer experience.

As a member of the Sentral leadership team, this role provides end-to-end ownership of post-sales operations, balances enterprise standards with customer and market needs, and partners with
Product, Engineering and Sales to ensure operational readiness, consistent service quality and scalable delivery.

Salary

The annual salary range for this position is AUD 180,000 to 190,000 + superannuation plus performance bonus.

What You’ll Own

• Develop and implement Sentral’s operational strategy in alignment with Sentral’s business objectives and functional goals
• Provide end-to-end ownership of the operational lifecycle across onboarding, implementations, service delivery, consulting, training, technical support and customer support.
• Lead and develop the operational leadership team, including workforce planning, organisational design, capability development and succession planning.
• Drive consistent delivery methodologies, governance and project management practices to ensure implementation, migration, consulting and training outcomes are delivered on time, within scope and to agreed quality standards.
• Standardise and improve operational processes, using automation and technology to increase efficiency, scalability and service quality.
• Establish and monitor operational performance measures, including customer satisfaction, service-level compliance, onboarding timelines, incident resolution and escalation performance.
• Manage operational planning, budgets, resources, risks and performance reporting, and act as the senior escalation point for critical operational issues.
• Partner with Product, Engineering and Sales to prioritise operational improvements, define implementation requirements and ensure readiness for product and service launches.
• Represent Sentral operations in Asia-Pacific and enterprise forums, balancing common standards with customer and market needs.
• Other duties as reasonably requested.

What You’ll Bring

• 7+ years in Operations or Client Services leadership, preferably in SaaS
• Proven leadership across multiple operational functions, including implementations, service delivery, and customer support.
• Cultural adaptability and ability to lead diverse teams.
• Bachelor’s degree or equivalent;
• Demonstrated ability to drive operational efficiency and scalability.
• Experience working in the K-12 schools and/or higher education is highly desirable

About The Team

Our inclusive and global teams win together every day. We’re proud to have the best minds in the industry, who you can learn from as you grow your career. The people, the energy, the connections – it’s unmatched. Come and be part of an ever-evolving company and get dynamic opportunities that go beyond borders.

What makes a Globalpayer?

Globalpayers think like a client, act like an owner and win as one team. We’re curious and innovative – always finding better ways to deliver impact. We empower each other to make decisions, and it’s our passion that drives excellence in everything we set out to do.

Does this sound like you? Then you sound like a Globalpayer.