Head of Problem Management and Continuous Improvement (Sr. Director - Information Security)

Global Payments Inc.; Cincinnati (OH); Hybrid; USD 130,000 - 170,000; Full time

Job summary

Global Payments Inc. is seeking a Head of Problem Management and Continuous Improvement to lead cross-functional efforts improving operational resilience and service performance.

The role focuses on turning incident learnings into actionable plans with clear owners and timelines. You will oversee a portfolio of improvement initiatives, analyze trends and metrics, and partner with leaders to embed disciplined problem-solving practices across the organization.

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 experience

Responsibilities

• Lead efforts to address recurring issues, process weaknesses, and vulnerabilities affecting performance or resilience.
• Translate lessons from incidents into actionable improvement plans with owners, timelines, and outcomes.
• Lead continuous improvement initiatives to increase efficiency, reduce risk, and strengthen readiness.
• Analyze incident trends and metrics to identify patterns and propose improvements.
• Partner with leaders to embed problem-solving and drive adoption of continuous improvement.

Skills

Managerial experience

Change management

Systems thinking

Team leadership

Influence skills

Education

Bachelor’s degree + 10 years of relevant experience

Job description

Job Description

This position is not eligible for visa sponsorship, now or in the future. Candidates must be a US Citizen or a valid Green Card Holder.

This position is hybrid 3 days per week in the following office locations: Cincinnati, OH or Atlanta, GA.

Ready to take your career global?
Make your mark at one of the biggest names in payments. We’re looking for a Head of Problem Management and Continuous Improvement to join our ever-evolving Information Security Problem Management and Continuous Improvement team and help shape the future of global commerce.

What You’ll Own

• 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, operational 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, anticipate issues, and recommend targeted improvement opportunities.
• Partner with leaders across the organization to embed problem-solving disciplines, establish performance expectations, and drive adoption of continuous improvement practices.

What You’ll Bring

• 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 experience 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

It’s a bonus if you have

• Act like an owner: We take accountability — working at pace to own our outcomes. We empower each other to make decisions. We’re innovative — always finding better ways to deliver impact.
• Win as one team: We value personal connections — moving forward together with clarity. We build inclusive and global teams — embracing different perspectives and ideas. It’s always ‘we,’ never ‘me.’ We’re determined to succeed together.
• Operational Excellence Certifications:
• ITIL Problem Management certification
• Lean Six Sigma Black Belt or Master Black Belt

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.

EEOC Statement

Worldpay 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.

If you are made a conditional offer of employment and will be working in the United States, you will be required to undergo a drug test. In developing this job description care was taken to include all competencies and requirements needed to successfully perform the position. Reasonable accommodations will be provided for individuals with qualified disabilities both during the hiring process, as well as to allow the individual to perform the essential functions of the job, if hired.