Enterprise Ops Services Director

Location: NYC
Hybrid
Full-time

Role summary:

As the Enterprise Ops Services Director you will provide strategic leadership for Payoneers 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.

Youll 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.

What youll do:

• 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 Payoneers 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.

Who you are:

• 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.

Not required but preferred:

• Familiarity with international payments infrastructure (SWIFT wires card schemes).
• Experience working in a regulated or compliance-driven environment.
• Multilingual abilities (Hebrew or other languages).
• Prior experience presenting to C-level stakeholders or board-level audiences.

What we offer:

• 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: $135000 - $160000.

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Required Experience:

Director