Head of Customer Experience

Why Verifone

For more than 30 years Verifone has established a remarkable record of leadership in the electronic payment technology industry. Verifone has one of the leading electronic payment solutions brands and is one of the largest providers of electronic payment systems worldwide.

Verifone has a diverse, dynamic and fast paced work environment in which employees are focused on results and have opportunities to excel. We take pride in the fact that we work with leading retailers, merchants, banks, and third party partners to invent and deliver innovative payments solution around the world. We strive for excellence in our products and services, and are obsessed with customer happiness. Across the globe, Verifone employees are leading the payments industry through experience, innovation, and an ambitious spirit. Whether it’s developing the next platform of secure payment systems or searching for new ways to bring electronic payments to new markets, the team at Verifone is dedicated to the success of our customers, partners and investors. It is this passion for innovation that drives each one of our employees for personal and professional success.

Verifone is proudly an in-office work culture as we see immense benefits to career development and business results from our colleagues being physically co-located. Currently, we do allow a hybrid work schedule but we regularly revisit our attendance policy.

What's Exciting About the Role

Verifone is seeking a seasoned and strategic Head of Customer Experience to own and drive the vision, roadmap, and execution of our new customer-facing tracking application programs for the Operational Services Team. This high visibility role will be responsible for business strategy and customer experience, shaping how merchants deploy, manage, and scale unified commerce experiences using Verifone’s ecosystem.

The Head of Customer Experience position requires a unique combination of product development expertise with a strong emphasis on operational services. Additionally, this person should have GPS-tracking knowledge that can be used to assist active users and give them a live look at tracking their field service representative, as well as experience with in-app call and chat support utilizing an AI chatbot for basic troubleshooting.

This is a hybrid role that can be based out of our office in Alpharetta, GA or Clearwater, FL.

Key Responsibilities

• Own the overall strategy, execution, and delivery of roadmap initiatives.
• Deeply understand our customers, strategic field service partners, suppliers, and services to identify customer pain points and market opportunities across the globe.
• Build digital experiences for scheduling, real-time tracking, notifications, and service lifecycle management.
• Launch new products and features with thoughtful experimentation and performance measurements, focusing on detailed research, analysis, and testing, all while moving with speed and agility.
• Translate high-level business goals into user-friendly product strategies, epics, and detailed feature roadmaps.
• Collaborate with internal product, sales, IT, customer success, and operational services teams.
• Present product plans and updates to senior leadership, customers, and external stakeholders.
• Understand the key enablement tools, systems, and functions for customers and partners to integrate, board end merchants, implement automation, and management of the services.
• Define and execute the product strategy and roadmap for customer-facing operational platforms.
• Maintain a deep understanding of customer service delivery operations to inform product decisions.

Skills and Experience We Desire

• 7-10 years of experience in product management, preferably in scheduling, tracking, logistics, supply chain or fleet management.
• Experience creating an application with live GPS tracking ability (i.e. Dynamics 365 or Field Code).
• Experience in Sales Force Lightning is a plus
• Experience creating an application with an in-app chat/call support function and/or AI chatbot function.
• A track record of building apps, URL, and text notifications from inception to Product implementation from the ground up.
• Demonstrated success managing complex, cross-functional products in a challenging, unique vertical.
• Experience in integrating multiple platforms into a single use system to minimize friction and create ease of data extraction.
• Strong communication, prioritization, and stakeholder management skills.

Our Commitment

Verifone is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Verifone is also committed to compliance with all fair employment practices regarding citizenship and immigration status.