Director Operational Excellence

Company : KORT Payments

Job Description - Director Operational Excellence

WHO WE ARE
Welcome to KORT Payments, where innovation meets excellence! We specialize in providing a state-of-the-art omnichannel payments platform designed to make business transactions a breeze. Our mission? To empower businesses with top-notch capabilities in compliance, risk management, and payment processing. Our trailblazing, enterprise-grade platform, coupled with a veteran management team, ensures we stay ahead of the curve in delivering unparalleled service and satisfaction.
As we expand our presence in the U.S. market, we're excited to bring our proven solutions and innovative approach to new industries, while continuing to operate under the KORT Payments banner alongside Merrco, Payfirma and Barnet.

EMPLOYMENT - Hybrid

WHAT YOU WILL BE DOING
KORT is seeking an experienced Director Operational Excellence to help guide the evolution of our customer support organization. This role combines strategic vision with operational excellence to deliver world-class support experiences that drive customer satisfaction, retention, and business growth. You'll be responsible for working with the senior management team defining and executing the support strategy while championing innovative approaches to our customers' experiences.

What You’ll do:
Support Experience Innovation

Lead and guide the development of self-service capabilities, knowledge management systems best in class quality assurance and tooling practices
Design and implement innovative support experiences that exceed customer expectations and differentiate KORT payments in the market
Champion emerging technologies including AI-powered support tools, chatbots, and predictive analytics to enhance customer interactions
Establish feedback loops and voice-of-customer programs to continuously improve support touchpoints
Drive omnichannel support strategy ensuring seamless experiences across all customer interaction points
Partner with Product and Engineering teams to influence product development based on support insights
Own and manage the Operational tools keeping lock step with product to ensure continued optimization of telephony, chat and CRM tools

Strategic Planning and Vision

Develop and execute comprehensive support strategy aligned with Kort Payments business objectives and customer goals
Create long-term roadmaps for support transformation, including technology investments, process improvements, and organization evolution
Define support experience metrics and KPIs that align with business outcomes and customer value
Drive cross-functional alignment with Sales, Product and Engineering teams

Operational Excellence

Design and implement quality assurance programs to maintain consistent support delivery standards
Assist in definition of capacity planning and workforce management to ensure appropriate coverage across the operations function
Drive continuous improvement initiatives through process automation, workflow optimization, and tool consolidation

Data Analysis and Performance Management

Develop comprehensive analytics framework to measure support performance, customer satisfaction, and business impact
Create executive dashboards and reporting systems that provide actionable insights for leadership decision-making
Conduct deep-dive analysis on support trends, customer behavior patterns, and operational metrics
Implement predictive modeling to forecast support demand, identify at-risk accounts, and optimize resource allocation
Establish data-driven decision-making culture within the support organization

Team Leadership and Development

Establish talent development programs, career progression frameworks, and succession planning
Help drive diversity, inclusion, and belonging initiatives to build representative and inclusive teams
Implement performance management systems that recognize and reward exceptional customer advocacy

WHAT WE’RE LOOKING FOR

10+ years of progressive leadership experience in customer support, success, or related customer-facing roles
Proven track record of building and scaling support organizations in high-growth technology companies
Strong analytical skills with experience in data-driven decision making and performance optimization
Demonstrated expertise in support technology platforms, CRM systems, and analytics tools such as Zendesk, Salesforce, Tableau, and Snowflake
Excellent communication and presentation skills with ability to influence at all organizational levels

LIFE AT KORT PAYMENTS
We believe work should be fulfilling and fun! Here’s a peek into what life with us is like:
Culture:

Fearlessness: Encourage continuous learning, innovation, taking chances, and pushing boundaries
Accountability: Take ownership and be accountable to yourself, the company, partners, and clients
Collaboration: Leverage diverse perspectives and work as a team to get the job done
Transparency: Empower success through open communication, honesty, and inclusion

Perks and Benefits:

Comprehensive Benefits Package: We've got you covered with health, dental, and vision plans
Flexible and Inclusive Work Environment: We understand the importance of work-life balance and provide the flexibility you need to thrive
Fun Events: From team-building activities to company-wide celebrations, we love to have fun and recognize our hard work
Professional Growth: We support your career development with ongoing learning opportunities and the chance to take on new challenges
Work Hard, Play Hard: Enjoy a dynamic environment where your contributions are valued and your potential is unleashed

If you're excited about joining a vibrant, forward-thinking team and making a tangible impact, we want to hear from you! Send us your application. Please note that only candidates under consideration will be contacted. Let’s make great things happen together at KORT Payments!

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Director Operational Excellence

Job Description - Director Operational Excellence

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