VP, Global Help 24

Powering the worlds payments ecosystem

ACI powers the payments ecosystem globally and you power ACI. Youll innovate collaborate and grow in an energetic technology culture with decades of proven success. ACIers in all roles and levels are truly your colleagues and many are your friends. Our size and reach allow you to see the global impact of your work. You are visible your talents are valued and you are empowered to shape the future of payments.

Job Purpose

The Vice President Global HELP24 is responsible for the strategy governance and performance of ACIs global post-deployment technical support organization. The role ensures consistent high-quality support for ACI software products operating in both ACI-managed environments and customer-managed deployments across the full customer lifecycle.

This leader oversees a globally integrated partner-led delivery model ensuring accountability for service quality cost efficiency scalability and customer experience outcomes. The VP drives continuous improvement in support operations leveraging data automation and emerging technologies to enhance responsiveness and resolution effectiveness.

The role partners closely with Product Development Operations Professional Services Customer Success and Sales to proactively address customer needs resolve complex issues and deliver a consistent end-to-end support experience that strengthens customer satisfaction retention and long-term value.

This leader is expected to be a hands-on practitioner of AI tools using them to drive insight from operational data accelerate decision-making and model the AI-enabled working style expected of the broader organization.

Essential Functions and Responsibilities

• Own delivery performance of the global HELP24 support organization including SLA adherence incident resolution effectiveness and customer satisfaction across products regions and deployment models.
• Operate the partner-led support model including vendor performance management contractual compliance staffing alignment and accountability to defined service outcomes.
• Monitor and improve operational performance using customer feedback service metrics and trend analysis; implement corrective actions to address service degradation recurring issues and systemic risks.
• Serve as executive-level escalation point for critical customer issues ensuring timely resolution and clear communication.
• Build and maintain senior relationships with key customers to support trust transparency and effective issue resolution.
• Coordinate cross-functional execution with Product Development Operations Professional Services and Commercial teams to resolve complex issues and improve service delivery.
• Advance operational efficiency through adoption of automation AI and process improvements that reduce incident volume accelerate resolution and improve service quality.
• Own financial management for HELP24 including budgeting forecasting cost control and delivery against the operating plan.
• Develop and support business cases for investments tooling and resource decisions.
• Perform other duties as assigned

• Ensure adherence to all corporate policies and standards including the ACI Code of Business Conduct and Ethics.

Qualifications (Education Experience Knowledge Skills and Abilities)

• Bachelors degree in business or computer science or equivalent and/or relevant work experience
• 12 years experience in a customer-facing role in a relevant industry
• Experience in payment processing and customer facing software support
• Progressive leadership experience managing and leading client facing global teams
• Demonstrated fluency with generative AI tools (e.g. Claude Copilot Gemini) used as a working tool for data analysis decision support content creation and operational insight

Preferred Qualifications(Education Experience Competencies)

• Experience leading and transforming partnership / BPO support models

• Previous technical support leadership experience in a global matrixed environment

• Demonstrated experience managing third-party resources

• Experience in the financial and/or software industry

Competencies

• Strong leadership and mentorship abilities
• Ability to operate strategically and tactically across multiple disciplines
• Strong executive presence with the ability to effectively manage complex customer escalations
• Exceptional customer-focused attitude
• Advanced critical thinking problem-solving and analyticalskills

Licenses and Certifications:

• None required

Work Environment:

• Standard office work environment
• Travel may be required domestic or international.

Physical demands:

• Majority of time spent on PC

Other disclaimers:

• Must be able to support after-hours customer interaction and triage activities as needed.

Applicants must be currently authorized to work in the United Stateson a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.

In return for your expertise we offer opportunities for growth career development and a competitive compensation and benefits packageall within an innovative and collaborative work environment.

Are you ready to help us transform the payments ecosystem To learn more about ACI Worldwide visit our web site atJob ID (Requisition #18897)

ACI Worldwide is an AA/EEO employer in the United States which includes providing equal opportunity for protected veterans and individuals with disabilities and an EEO employer globally.

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