Global Head of Problem Management & Continuous Improvement

Worldpay; Cincinnati (OH); Hybrid; USD 140,000 - 200,000; Full time

Job summary

Worldpay is seeking a Head of Problem Management and Continuous Improvement to lead a cross-functional team within the Information Security group. The role focuses on uncovering recurring issues, translating lessons into actionable plans, and driving improvements that boost performance, resilience, and customer experience.

Hybrid work model with in-office days in Cincinnati or Atlanta. The candidate will manage incident trends, risk analyses, and stakeholder feedback to shape targeted

Qualifications

• Bachelor’s degree in operations, technology, service management, risk, resiliency, or transformation functions or the equivalent combination of education, training, or work experience plus 10 years of relevant work experience.
• 5-7+ years of managerial experience leading a team within technical IT security, such as security operations analytics, or engineering.
• Strong change management and organizational influence skills.
• Systems thinker who can identify interconnected operational issues.
• Proven ability to build high-performing teams and develop future leaders.

Responsibilities

• Lead efforts to uncover and address recurring issues, process weaknesses, and operational vulnerabilities that impact performance, customer experience, or organizational resilience.
• Ensure lessons learned from incidents, disruptions, audit findings, and performance gaps are translated into actionable improvement plans with clear ownership, timelines, and measurable outcomes.
• Lead a portfolio of continuous improvement efforts focused on increasing operational efficiency, reducing risk, improving service performance, and strengthening organizational readiness.
• Analyze incident trends, operational metrics, stakeholder feedback, and emerging risks to identify patterns and recommend improvement opportunities.
• Partner with leaders across the organization to embed problem-solving disciplines and drive adoption of continuous improvement practices.

Skills

Change management

Systems thinking

Leadership

Influence

Education

Bachelor’s degree + 10 years experience

Job description

Worldpay is seeking a Head of Problem Management and Continuous Improvement to lead a cross-functional team within the Information Security group. The role focuses on uncovering recurring issues, translating lessons into actionable plans, and driving improvements that boost performance, resilience, and customer experience.

Hybrid work model with in-office days in Cincinnati or Atlanta. The candidate will manage incident trends, risk analyses, and stakeholder feedback to shape targeted