Operations Excellence Lead

About Paysafe 
Paysafe (NYSE: PSFE) (PSFE.WS) is a leading payments platform with an extensive track record of serving merchants and consumers in the global entertainment sectors. Its core purpose is to enable businesses and consumers to connect and transact seamlessly through industry-leading capabilities in payment processing, digital wallet, and online cash solutions. With over 25 years of online payment experience, an annualized transactional volume of $140 billion in 2023, and approximately 3,200 employees located in 12+ countries, Paysafe connects businesses and consumers across 260 payment types in over 40 currencies around the world. Delivered through an integrated platform, Paysafe solutions are geared toward mobile-initiated transactions, real-time analytics and the convergence between brick-and-mortar and online payments. Further information is available at www.paysafe.com.

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Position Overview:

The Operations Excellence Lead is a strategic and operational partner to the Global Operations team as well as various organizational functions including Product, CRM, Technology & Sales. This individual is responsible for driving the execution of strategic improvement initiatives, facilitating cross-functional alignment and communication, and providing insights and recommendations to optimize Operations transformation strategy across our global business.

This role will primarily focus on optimizing Global Operations processes and ensuring the CRM alignment. The role will actively collaborate with the CRM team to ensure Global Operations needs are delivered.

This role is based in our North American HQ in Jacksonville, FL and offers a flexible hybrid work environment where you will have a blend of in office days and remote working days.

Your responsibilities include:

• Drive transformation and strategy initiatives, working closely with the VP, Global Operations and leadership team to identify opportunities for growth and improvement, and develop and implement plans to achieve them;
• Work closely with cross-functional teams to design and implement solutions aimed at improving process efficiency, effectiveness, and quality. Monitor and evaluate the impact of implemented changes to ensure desired outcomes are achieved.
• Designs and leads process for Operations teams to submit process / technology improvement ideas, primarily focused on CRM usage.
• Works with the cross-functional teams on the development of new projects, provides information, fact-checks, creates cost-benefit analysis in collaboration with CRM intake team;
• Monitors the performance of live automation and all the systems related to the CRM platforms;
• Continuously monitor system performance and user feedback to identify trends, patterns, and areas for improvement. Implement corrective actions as needed to optimize the processes and the workflows;
• Ensures timely communication between stakeholders as well as training materials and documentation;
• Integrates a culture of continuous improvement in all areas of business operations;
• Facilitate knowledge transfer and training sessions to empower users and support teams with the necessary skills and expertise;
• Acts with integrity, honesty and knowledge that promote the culture, values, and mission of Paysafe;
• Meets the targets set by the Company, as published in its internal documentation;
• Provides direction, instructions, and guidance to the team;
• Creates an environment oriented to trust, open communication, creative thinking, and cohesive team еffort.

Qualifications and Experience:

• Bachelor’s degree in business administration or related field of study preferred
• 5+ years of experience driving transformation in a similar role; strong CRM knowledge and background working in a customer experience role and optimizing salesforce process for operations
• Industry experience and global change management preferred
• Proficient knowledge of a CRM or similar software program, Salesforce preferred
• Experience in payment processing industry a plus
• Ability to successfully influence in a fast-paced, high growth environment
• Excellent verbal/written communication, collaboration, presentations, and negotiation skills
• Experience with continuous process improvement, lean six sigma initiatives, and agile coaching
• Proven competency in setting and executing strategic initiatives; creative thinker with the ability to identify innovative solutions
• Strong analytical skills, with the ability to use data to support the narrative and drive decision-making
• Demonstrated project and program management skills
• Strong attention to detail

Our culture values humility, high trust & autonomy, a desire for excellence and meeting commitments, strong team cohesion, a sense of urgency, a desire to learn, pragmatically pushing boundaries, and accomplishing goals that have a direct business impact.  

Equal Employment Opportunity
Paysafe provides equal employment opportunities to all employees, and applicants for employment, and prohibits discrimination of any type with regard to ethnicity, religion, age, sex, national origin, disability status, sexual orientation, gender identity or expression, or any other protected characteristics. This policy applies to all terms and conditions of recruitment and employment.  If you need any reasonable adjustments, please let us know.  We will be happy to help and look forward to hearing from you.