Director Global Support Operations

Who Are We?  

Bottomline is on a mission to be the world’s leading business payments company, aligning our team to the common purpose of transforming the way businesses pay and get paid. 

It is a journey that goes around the world serving financial institutions and companies in more than 90 countries. Our offices across APAC are conveniently positioned to optimize our global reach. Sydney, Singapore, Bangalore, and Mumbai have state-of-the-art flexible workspaces, which truly reflect our energetic, innovative culture and mission to push the boundaries of the business payments space. 

Culture and Values  

We are one global team, who work with and for each other in a drive to delight customers through excellent execution, which fuels how we create and grow sustained business value for our customers, our team and all who partner with us. Our culture encourages people to be brave and curious, to drive to closure and to ensure our values and principles are lived out daily.  We excel at Bottomline because we are positive and passionate about building a #LifeAtBottomline 

Role

We are looking for a Director, Global Support Operations to innovate, win, and grow with us on our Customer Team! You will lead the global support operations function to drive vision, strategies and implement programs and management tools and applications that enhance/improve the Global Customer support organization and which delight Bottomline customers.

How you'll contribute:

Work with the Head of Global Support to own and lead successful outcomes for our global customer support function across all lines of business. A strategic leader able to provide world-class customer onboarding, support, adoption, advocacy, and retention. Build partnerships with other Bottomline functional leaders to ensure a seamless customer experience across all customer journey phases. Deliver the operational KPIs and results for your team and the global Customer Support operations.

What makes you successful: 

• Lead and develop our Global Customer Support Operations team
• Implement best in class workflows, processes, and KPIs to produce exceptional customer experiences
• Contribute to and drive the vision of the global customer support organization and ensure all are aligned with Bottomline’s vision and strategy.
• Effectively lead cross-functionally to ensure alignment across the enterprise for customer support solutions and programs, as well as interdependences to ensure we are delivering on exceptional customer experience
• Exceed operational KPIs and metrics
• Build strong internal partnerships with cross functional groups to achieve on business goals: sales, pre-sales, business development, channels, service delivery and implementation, customer success, product management, engineering, finance, legal, IT, HR, marketing, and senior management

Preferred Skills:

• Exceptional leader of high integrity, and character who can set a clear vision and strategy for the group; plan, hire, manage, and inspire global teams to achieve extraordinary results
• Ability to align and collaborate with cross-functional teams to achieve business goals
• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including executive and C-level

Education and Experience:

• 10+ years global support and/or global support operations leadership experience
• Track record of success leading strategic programs
• Exceptional communications skills with all levels
• Successful operations management experience
• Track record of using operational metrics and process improvement to drive organizational transformation
• Bachelor’s degree or equivalent relevant experience

We welcome talent at all phases of their career, understanding and supporting additional needs (where applicable) as we look to innovate, win, and grow together. 

Bottomline is proud to be an equal opportunity employer. We are committed to treating all individuals in a fair and equal manner by creating an inclusive and open environment.