Head of Problem Management & Continuous Improvement

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

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.