VP Client Technical Support

Jobtailor

New Jersey

On-site

USD 180,000 - 240,000

Full time

3 days ago

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Job summary

Jobtailor seeks a senior leader to manage 24x7x365 production support and drive an AI-first service delivery transformation. You will build segment-based servicing, align with client complexity and revenue, and partner with Product/Enterprise Tech to enable self-service, automation, and digital workflows.

You will lead across geographies, establish governance, and influence senior leaders on strategies and platform investments, while driving efficiency and margins in a complex fintech/enterprise

Qualifications

12+ years in client support, partner support, professional services, service delivery, or operations in fintech or enterprise tech.
10+ years leading and developing senior teams across multiple locations or time zones.
10+ years managing internal partner relationships and delivering consulting or support services.
Experience transforming operational delivery models with outcome-based KPIs and ROI cases.
Experience in technology-driven product development and operational support enhancements.
Experience establishing governance, escalation, and controls using data.
Experience budgeting and resource planning in complex enterprises.
On-site work availability Monday to Friday.

Responsibilities

Lead 24x7x365 production support operations across multiple lines of business.
Design and execute an AI-first service delivery transformation.
Build and scale segment-based servicing aligned with client complexity and revenue.
Lead across geographies and align governance and decision-making.
Partner with Product and Enterprise Tech to deliver self-service, automation, and digital workflows.
Redesign segmentation and service models to optimize capacity, productivity, and margin.
Define global governance, performance measures, and adoption plans for new capabilities.
Influence senior leaders on service strategies, governance, and platform investments.
Drive common global capabilities to improve scalability and delivery.
Lead Partner Optimization and Support teams with tailored consulting.
Drive excellence in the professional services group focused on partner relationships.
Establish performance benchmarks, governance routines, and documented processes.
Oversee budget, revenue, expense, and cost management.
Coach and develop directors and senior leaders across locations.
Build succession plans and foster execution, collaboration, and continuous improvement.

Skills

Client Support Management

Operational Delivery Transformation

Team Leadership

Process Automation

Data-Driven Decision Making

Budget & Resource Management

Governance & KPI Development

Change Management

Consulting & Professional Services

Stakeholder Engagement

Education

Bachelor's degree or higher in business, information technology, engineering, or related field

Job description

Lead 24x7x365 production support operations for multiple lines of business
Design and execute an AI-first service delivery transformation
Build and scale a segment-based servicing model aligned with client complexity, revenue profile, product adoption, and business needs
Lead across multiple geographies and establish organizational alignment and decision-making discipline
Partner with Product, Product Development, and Enterprise Technology Group leaders to deliver self-service, automation, predictive insights, and digital workflows
Redesign segmentation and service models to align client needs with support delivery and optimize capacity, productivity, and margin
Define global governance, performance measures, and adoption plans for new support capabilities
Influence senior leaders across the global peer group on service strategies, governance models, and platform investments
Advocate for common global capabilities that improve scalability and service delivery
Lead the Partner Optimization and Support teams and provide tailored consulting services and support
Drive excellence in the professional services group focused on partner relationships
Establish performance benchmarks, service metrics, governance routines, and documented processes
Oversee budget, revenue, expense, and cost management activities
Lead, coach, and develop directors and senior leaders across multiple locations and time zones
Build succession plans and foster a culture of execution, collaboration, and continuous improvement

Requirements

12+ years of experience in client support, partner support, professional services, service delivery, or operations within payments, fintech, financial services, or enterprise technology environments
10+ years of experience managing and developing teams, including senior leaders, with responsibility for coaching, organizational design, succession planning, and performance management across multiple teams or locations
10+ years of experience building and managing internal partner relationships, including delivering consulting or support services that improve operational performance and client satisfaction
Proven experience driving operational delivery model transformation, including defining strategy, establishing outcome-based KPIs, developing investment business cases, and executing change with broad adoption across teams
Proven experience in technology-driven product development and management that enhances operational processes and support functions for client technology organizations
Experience establishing measurable service benchmarks, governance processes, escalation frameworks, and operational controls using data to drive decisions and continuous improvement
Experience managing budgets, expense models, resource planning, and organizational performance in a complex enterprise environment
Bachelor's degree or higher in business, information technology, engineering, or a related field, or equivalent combination of education, related experience and/or military experience
Experience leading partner optimization, professional services, or consulting organizations in a financial technology environment
Familiarity with support models serving both external clients and internal business partners
Experience driving service innovation, process automation, or operational transformation initiatives
Ability to work on-site Monday through Friday
Ability to use a computer and audio equipment

Core Competencies

Demonstrates expertise in leading production support operations and service delivery transformation within financial technology environments. Proven ability to manage teams, establish governance models, and drive operational excellence through data-driven decision-making.

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