Senior Director, Client Support & Payments Operations

Location: McLean, VA | Hybrid

Job Type: Full-Time

About the Role

We are seeking a senior operations and client leadership executive to lead Enterprise Partner Support across the U.S. and Canadian markets within a complex payments environment. This is a leader-of-leaders position for an experienced payments, fintech, or financial services professional who has built and managed high-performing client-facing organizations and understands how to support large enterprise partners across onboarding, product enablement, relationship management, and ongoing operational support. You will lead a management organization responsible for supporting strategic participants across a major payment network, while partnering across a highly matrixed organization to improve operational readiness, service delivery, and the overall partner experience.

Responsibilities

• Lead the Enterprise Partner Support / Client Support organization supporting strategic partners across the U.S. and Canadian markets.
• Serve as a senior member of the Markets Operations Leadership Team.
• Lead managers and senior leaders responsible for partner support, enablement, onboarding, and ongoing relationship management.
• Provide operational support to payment network participants, including issuers, acquirers, processors, and other enterprise partners.
• Establish operating models that improve service delivery, operational readiness, scalability, and partner experience.
• Drive continuous improvement across client support and partner operations.
• Work across product, operations, technology, and other business functions within a matrixed environment.
• Establish performance expectations, operating rhythms, and accountability across the organization.
• Develop leaders, strengthen team performance, and build a culture focused on high-touch enterprise service and measurable results.
• Represent the partner-support organization at senior leadership levels and help shape operational strategy.

Qualifications

• Bachelor's degree, Master's degree, or equivalent relevant experience preferred.

Required Skills

• 9 years of experience in client support, client operations, account management, relationship management, partner management, or similar functions within payments, fintech, banking, or financial services.
• 6 years of people leadership and performance management experience.
• Demonstrated experience leading managers and/or large client-facing teams.
• Experience working with complex enterprise clients or business partners.
• Strong understanding of operational support, service delivery, relationship management, and organizational performance.

Preferred Skills

• 12 years of experience within payments, fintech, or financial services.
• 8 years of people leadership and performance management.
• Experience working directly within or alongside a major payment network.
• Experience supporting issuers, acquirers, processors, merchants, or other payment ecosystem participants.
• Experience leading partner operations, client operations, enterprise support, account management, or relationship management organizations.
• Experience operating successfully within a large, matrixed financial services or payments organization.
• Proven ability to translate strategic priorities into operating models, measurable outcomes, and sustained execution.