Senior Director, Global Customer Care, Spend
Core
Set vision and strategy for global operations of the Spend product, leading a team of 50+ to deliver world-class service and scale operations to support doubling growth annually.
Role type
Senior Director, Customer Care Operations (Spend Product)
Builds
Global customer care operating model, processes, tools, and automation for the Spend product.
Domain
Fintech / SaaS / Travel & Spend Management
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic planning, team leadership (50+ staff), operational excellence, process design, project management, data-driven decision making, cross-functional partnership, KPI ownership (CSAT, SLA, Churn, Efficiency).
Preferred skills
Zendesk experience, fintech or SaaS background, AI tool utilization.
Responsibilities
Design operating model for doubling growth, build processes/tools/automation, partner with cross-functional teams, mentor team members, oversee regional KPIs, drive continuous improvement in service metrics.
Seniority
Senior Director, hands-on leadership & strategy
