Senior Director of Operational Enablement and Intelligence
Every day, Global Payments makes it possible for millions of people to move money between buyers and sellers using our payments solutions for credit, debit, prepaid and merchant services. Our worldwide team helps over 3 million companies, more than 1,300 financial institutions and over 600 million cardholders grow with confidence and achieve amazing results. We are driven by our passion for success and we are proud to deliver best-in-class payment technology and software solutions. Join our dynamic team and make your mark on the payments technology landscape of tomorrow.
Key Accountabilities
Define and execute the global roadmap for operational enablement, platform performance, and service intelligence
Serve as a thought leader in AI, workflow automation, and enterprise tooling, ensuring innovation translates into measurable business value
Operate as a senior leader within the Customer Operations function, influencing cross-functional priorities and investment decisions
Collaborate closely within a global, matrixed structure (Technology, Product, Service Delivery, and Client Success)
Platform & Tooling Ownership
Own the configuration, adoption, and continuous improvement of operational platforms (e.g. ServiceNow ITSM, CSM, Performance Analytics)
Lead implementation of new intelligent tooling, including an enterprise chatbot and workflow automation solutions
Manage vendor partnerships, platform roadmaps, and budget performance related to tooling and AI capabilities
Oversee internal dashboards and operational metrics, ensuring actionable insight at all business levels
Lead external reporting delivery including SLAs, service packs, and executive summaries, driving consistency and professionalism
Establish a global Reporting Centre of Excellence to align data governance, quality, and reporting frameworks
AI & Automation Enablement
Build and scale a team focused on AI-led operational transformation (e.g. predictive analytics, smart routing, anomaly detection)
Partner with data science and engineering teams to embed AI into service delivery workflows and client experience journeys
Ensure all AI use cases meet compliance, governance, and ethical standards
Governance & Compliance
Develop and enforce governance frameworks for operational excellence, workflow quality, and data fidelity
Align tooling and processes to evolving regulatory frameworks (e.g. DORA, PCI) and enterprise risk standards
Champion continuous service improvement and cost-efficiency initiatives globally
Success Profile
You are a strategic operator who combines data obsession with leadership excellence. You thrive in ambiguity, influence, and convert complexity into clarity. You lead global teams with empathy and hold yourself and others to the highest standards of execution and integrity.
Qualifications & Experience
Required
Proven experience in a senior operational leadership role, ideally within financial services, technology, or a regulated industry
Track record of delivering enterprise platform transformations (ServiceNow, Power BI, Tableau)
Experience managing global teams and complex stakeholder groups in a matrixed environment
Deep understanding of AI/automation use cases in regulatory complex financial operational environments
Strong data and reporting acumen; comfortable building and interpreting executive-level dashboards
Executive presence and ability to influence at C-level
Experience with Amazon Bedrock or similar generative AI platforms
Familiarity with ITIL/ITSM frameworks and workflow automation tools (e.g. Jira, Confluence)
Knowledge of regulatory frameworks such as DORA and PCI
Exposure to RPA, low-code/no-code tools, and AI-assisted service workflows
Recognised Service Management certification (e.g. ITIL)
What You Will Bring
A mindset for innovation and operational scalability
Passion for metrics, insight, and customer experience
Ability to translate technology into real-world value
A collaborative approach to global leadership
Energy to drive meaningful, measurable change
Global Payments Inc. is an equal opportunity employer. Global Payments provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex (including pregnancy), national origin, ancestry, age, marital status, sexual orientation, gender identity or expression, disability, veteran status, genetic information or any other basis protected by law. If you wish to request reasonable accommodations related to applying for employment or provide feedback about the accessibility of this website, please contact jobs@globalpay.com .
About the company
Global Payments Inc. (NYSE: GPN) is a leading pure play payments technology company delivering innovative software and services to our customers globally. Our technologies, services and employee expertise enable us to provide a broad range of solutions that allow our customers to operate their businesses more efficiently across a variety of channels around the world.
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