• As the Enterprise Ops Services Director, you will provide strategic leadership for Payoneer's global Services for Enterprise (OSE) organization
• You will be responsible for shaping and executing the service delivery vision for our largest and most complex clients, driving global scalability, operational excellence, and client satisfaction
• This role is critical in deepening client relationships, enhancing post-sales service delivery, and aligning internal teams to support enterprise growth
• You'll lead a distributed, high-performing global team and serve as a trusted advisor to internal stakeholders and external clients ranging from leading marketplaces to Fortune 500 companies
• Your focus will be on proactive relationship management, data-driven service strategy, and continuous improvement across people, processes, and platforms
• Lead, inspire, and scale the global OSE team across APAC, EMEA, and the Americas
• Define team structure, capacity planning, KPIs, and career development paths
• Set the long-term vision for OSE and align with Payoneer's global service strategy
• Serve as an executive-level point of contact for enterprise clients
• Build deep partnerships by understanding their evolving business needs and offering tailored support and strategic guidance
• Oversee client onboarding, performance reviews, issue resolution, and escalations with an emphasis on high-impact, long-term engagement
• Own team performance against key KPIs (e.g., SLA, EOTR, CSAT, NPS)
• Implement metrics, dashboards, and reporting frameworks to ensure accountability and transparency
• Identify areas for automation and process improvement to scale service operations globally
• Act as a strategic partner to Sales, Product, Compliance, Risk, Finance, and Marketing to support client health, upsell opportunities, and issue prevention
• Represent the OSE function in executive meetings, client QBRs, and cross-departmental planning sessions
• Design and implement scalable support models, tiered service strategies, and global workflows tailored to client segments
• Champion voice-of-the-customer initiatives and feed insights into product development and service innovation

Act as our customer's partner on the inside

• 8+ years of experience in a client-facing leadership role within fintech, SaaS, payments, or global services
• Proven success leading large, distributed client services or customer success teams in high-growth, global environments
• Exceptional executive communication and stakeholder management skills
• Deep understanding of enterprise client needs, with experience working directly with global brands or high-value partners
• Strong operational background with experience scaling support functions and implementing performance frameworks
• Expertise in Salesforce or other enterprise CRM platforms
• Ability to think strategically, execute tactically, and drive outcomes cross-functionally

Willingness to travel globally and work across time zones when required

• Discounted medical, dental, and vision insurance (coverage starts on day one) HSA and FSA
• 401K with employer match
• Employee Stock Purchase Plan (ESPP)
• Fitness/Wellness reimbursement
• Generous PTO, paid holidays, and parental leave
• Learning and development opportunities
• Flexible work from home schedule
• Volunteer activities
• Fun office culture with supportive leadership
• In accordance with New York City Law, below is the annual base salary range for this position
• Actual annual base salary is based on, but not limited to: experience, education, professional licenses, location and business needs
• The position is eligible for health insurance, disability insurance, life insurance, 401k plan, paid-time off, and sick (and where applicable safe) leave
• This role is eligible for a year-end discretionary bonus

The annual base salary range for this position is: $135,000 - $160,000