Global Head of Customer Operations

Digital commerce is built on trust. At every point along the eCommerce journey, businesses must make a critical decision: Can I trust this customer? Answering this simple question accurately and instantly is powerful—it can accelerate revenue growth and strengthen a company’s connection with its customers. How do we do it? Forter was founded on the insight that it's not about what is being purchased, nor where— but who is behind the interaction.

The Forter Decision Engine finds patterns across more than one billion identities in our dataset. We isolate fraudsters and protect customers—ensuring everyone gets the experience they deserve.  Given that trust is central to how we operate, Forter is very much driven by a defined set of values. We attract remarkable talent and have retention and engagement levels that are well above benchmarks. We’re meticulous about strengthening our culture as we grow and ensuring this is an environment where people can have outsized impact.

You will be using strong leadership, analytical and problem-solving skills to assist with the daily operation of our Delivery and Customer Success organization, working very closely with our Chief Customer Officer and interacting with senior leaders and cross-functional teams. You will tackle unique challenges and assist with the removal of operational bottlenecks that not only allow the Customer team to operate at a more efficient level, but Forter as a global organization.

• Support a robust management process (ex: goals, KPIs, meetings, engagement) to support the growth and success of the business and team
• Take the lead on tracking and managing the Customer organization’s key metrics
• implementing various strategic planning processes across the organization
• Oversee critical projects and initiatives based on the needs of the team and business
• Identifying and helping solve core problems or opportunities within business processes
• Providing department leaders with recommendations and consultation to improve teamwork
• Ensure processes and documentation are in place
• Providing the tactical support to implement ideas

What you’ll need:

• 6+ years of work experience in one of the following: management consulting, investment banking, private equity and/or business operations at a fast growing tech startup
• Start-up experience highly preferred
• Strong project management experience
• Experience in an operator and/or strategy role working closely with executives/C-suite teams
• Experience in revenue operations and budget management
• Experience with data analysis
• Be able to adapt to different communication styles - this role will be highly focused on building, maintaining, and nurturing relationships across both executives and customers
• Proven experience working across multiple teams/departments
• Master’s degree in Business Administration or similar field preferred

We are a team of over 500 Forterians spread across 3 different continents. Since 2013, we've raised $525 million from investors such as Tiger Global, Bessemer, Sequoia Capital, March Capital and Salesforce Ventures. We're on a mission to bring trust to global digital commerce so that companies like Nordstrom, Priceline, Instacart and ASOS can block fraud, drive revenue and improve customer experience.

• Competitive salary and Quarterly company bonus
• Private health insurance, including vision and dental coverage
• Stock options
• Generous PTO policy
• Half day Fridays, every Friday
• Work from home allowance

Salary Range: $137,000 - $207,000 annually + bonus + equity + benefits
The referenced salary range is based on the Company's good faith belief at the time of posting. Actual compensation may vary based on factors such as geographic location, work experience, market conditions, and skill level.