GENERAL -- The Leader-Sales Operation will oversee operational support and lead the strategic development and implementation of Total Service & Support Experience (SASE) guiding principles within the Vantiv ISO Channel. The

Leader-Sales Operation performs a critical role to ensure alignment with the brand strategy through insight analysis, deep partner understanding, and designing new partner experiences. The Leader-Sales Operation will actively engage senior management, key stakeholders, peer teams, and business partners to lead the ongoing evolution of the partner journey and experience. This role requires frequent collaboration and transparency from working to senior leadership levels to transform the experience. The Leader-Sales Operation will validate and sign-off on deliverables to ensure alignment with the brand and Total Service & Support Experience (SASE) strategy.

PRIMARY RESPONSIBILITIES -- Manage the ISO Client Services and Operations organizations. Partners with the SVP of Partner Experience as well as external stakeholders to identify, analyze, design, document and communicate the short and long-term strategy and high level tactical plan including channel, experience, service design and overall operations approach and plans. Oversee the Partner Experience transformation execution across the enterprise. Analyzes and communicates service experience and its influence on the operations strategy. Partners with product, sales and marketing teams to ensure corporate initiatives support successful servicing and a positive partner and merchant experience. Identifies and communicates financial and partner experience impacts to the organization based on internal and external project requests. Manages department performance through coaching and development of existing staff; including the hiring of additional staff (contractors/employees) to make sure department objectives are met. Keeps current with emerging technology applications and business trends.


Strategic Initiatives & Roadmaps (40%)

  • Direct and design initiatives creating new experiences that fulfill the brand, purpose, and strategy
  • Inform the definition and development of new/existing experiences across all moments of truth along the partner journey (and merchant journey when applicable)
  • Develop strategic roadmaps, define requirements, processes and generate business cases to support work stream objectives
  • Champion and prioritize initiatives to ensure the greatest improvement across all touch points of the partner journey
  • Share intelligence of Total Service & Support Experience (SASE) initiatives and interrelated activities to ensure synergy and avoid experiential breakdowns or collisions
  • Lead the Total Service & Support Experience by holistically evaluating opportunities for new experience design
  • Articulate work stream initiatives, business drivers, and provide recommendations to ensure senior leadership is equipped with the information needed for mission-critical decisions, and assess cost and revenue impact of new processes and transformation investments
  • Perform as the strategic expert to embed the Total Service & Support Experience (SASE)guiding principles

Cross Functional Integration (35%)

  • Lead and develop a multi-disciplinary team consisting of both direct reports and indirect resources throughout the company
  • Ensure the team delivers the highest standard of departmental, cross-discipline, and intra-company teamwork and collaboration
  • Build and sustain alliances at the executive level to advance the Total Experience philosophy, methodology, and guiding principles
  • Leverage insights from multiple sources to understand customer expectations, pain points, and gaps/opportunities within the work stream
  • Partner with several staff functions to provide governance, streamline deliverables, and achieve high performing results
  • Incorporate Lean Six Sigma methodology to simplify processes with the objective of delivering higher quality and increasing return on investment (ROI)

Operational Deliverables (25%)

  • Create summary business cases and decks that outline scope, objectives, and key deliverables
  • Gain in-depth understanding of process flows and collect objective evidence to substantiate areas where breakdowns/gaps exist
  • Exercise significant, independent judgment within broadly defined policies/practices to determine the best methods for accomplishing work and achieving objectives
  • Use real-time data to respond to short-term threats (volume spikes) and identify larger opportunities (design, innovation, customer experience) by creating transparency of information from working to executive levels
  • Oversee tracking/status updates of experience/process strategy and improvement projects generated by the Total Service & Support Experience (SASE) team and specific work stream
  • Director will have P&L responsibility for internal and external budget

Position Experience:

  • Bachelor's Degree or equivalent experience
  • Five or more years relevant industry experience
  • Project Management/Process Improvement and Operational Support or Sales Management experience
  • Well-developed communication, organization, and analytical skills
  • Proficiency in Excel, Word, and PowerPoint

Travel Requirement:Minimal travel is required but must be able to accommodate when necessary.

Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

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