Director, Commercial Operations

Job Summary:

The Director, Commercial Operations will be responsible for the standardization and effectiveness of internal processes surrounding new and existing merchant interactions. The position is responsible for taking full ownership of the Merchant, Direct and Partner experience processes and procedures that relate to how these stakeholders interact with Operations. This position works directly with the SkyForce Direct Team, Shift4 Partners, General Managers, Operations teams covering POS onboarding, installation and support to ensure customer satisfaction and escalated merchant issues are resolved. 

Responsibilities:

• Take ownership of Commercial projects assigned related to the customer experience between our closed won new merchants, SkyForce Team and external Partners


• Foster a close working relationship with the General Managers to assist with processes that are broken to increase Direct and Partner engagement and productivity


• Identifying existing broken processes and procedures to prioritize with internal partners such as Operations, Development, etc. 


• Continued collaboration with Learning & Development for ongoing training needs to support the Commercial division


• Ensure adherence to defined workflows and constantly refine and improve internal processes for highest customer satisfaction and onboarding experience


• Have a deep understanding of all internal processes and systems such as the new merchant onboarding process, Titan, Decisions (Task), Sales Center, Ticket System and all applicable knowledge bases

Qualifications:

• 10+ years of relevant industry experience is required


• Established record of continually meeting and exceeding goals and corporate standards


• Experienced with internal systems, understanding of SkyTab and Legacy POS systems, support SOPs and knowledge bases


• Extensive project management experience


• Ability to thrive in a fast-paced environment


• Experience successfully growing cross-divisional partnerships to drive projects to completion


• Possesses a track record of bringing internal resources together on a common goal, while holding self and others accountable for results