The Customer Care organization for Payments by Wix. We deal with all aspects of online payment processing, risk processing and financial services for Wix users from around the world. Essentially, we make it possible for Wix users to get paid on their website. We’re a customer-obsessed group of experts, from all disciplines, with vast knowledge and experience in fintech.
As the Head of Payments by Wix, Customer Care, you will:
- Deeply understand current payments capabilities, use cases and friction points
- Develop subject matter expertise of new products, business processes and application flows to manage and lead changes, issues and other operational support needed
- Be the user voice ambassador for the Payments by Wix’ leadership team
- Partner with global teams to develop procedures and training to allow team members to execute new operational functions
- Have a detailed understanding of automated flows to be able to detect and resolve business issues
- Proactively manage root cause of issues for preventive measures to be implemented
- Work cross functionally through planning, execution, performance analysis, and ongoing optimization of our Payments capabilities
- Create a great and inclusive culture, enhance our employee engagement, and attract, develop, and retain the best, most diverse talent
A professional with 5+ years of people leadership in ecommerce payments, preferably with global experience. You also have 5+ of experience in product management, program management, and/or customer care delivery roles and also an experience in payment models, ecommerce order management, and pre and post transaction workflows. You have great business acumen and technical aptitude that enables you to deep dive with product partners, internally and externally to create and gain support for vision and lead teams through successful execution.
You have proven ability to articulate a vision, gain key stakeholder buy in, and lead teams through influence and use of data. You have demonstrated experience partnering with product and business partners to design and execute effective product rollouts and support.
You have executive-level presentation and communication skills, the ability to analyze large data sets and you feel comfortable managing through ambiguity. You have successfully operated in progressively senior leadership roles in a dynamic, global, matrix environment and you’re passionate (especially about product), with a deep intuitive ability to deliver people-centric solutions.
You’re also a creative thinker who loves implementing simple and elegant solutions that solve real customer issues. Lastly, you’re focused on delivering great experiences and you're able to balance your extremely high standards with the need to solve and address customer pain points quickly.
Successful candidates for the role will deliver world class customer experience in managing multiple teams across the globe that support the Payments by Wix product line. This role would be responsible for two main functions: a product support team that links the voice of our users to the Wix Payments product teams, and a delivery team that interacts directly with our users and supports them in their Wix journey, overall a global organization of ~200 employees.
This person would outline the strategy around supporting Payments by Wix sers, and would be working cross functionally with Product, Engineering, Analytics, Regions, Segments and more to bring solutions to life.
We’re proud to be an equal opportunity employer. Wix was built around the idea that everyone has the right to be successful, online. This same vision defines us as an employer: creating a work environment where everyone is welcomed, and anyone has the right to succeed.