Job Description

Job title: Senior Director, Customer Operations

Reports to Head of Customer Success

Department: Relationship Management

Location: Alpharetta, GA

Grade: 21

About Priority:

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The Senior Director of Customer Operations is a key leadership role responsible for driving executional excellence, cross-functional alignment, and scalable growth across critical post-sale functions for SMB acquiring customers and partners. Reporting to the Head of Customer Success, this role will lead a multi-disciplinary team spanning Customer Solutions, Partner Onboarding, Strategic Account Management, and Sales Support. This individual will serve as a key thought partner in the modernization of our customer lifecycle and will be instrumental in delivering operational success for both enterprise clients and high-value partners.

Responsibilities:

Leadership & Strategy

• Serve as a senior leader within the Customer Success organization, responsible for operationalizing post-sale customer engagement strategy.
• Build and lead a high-performing, multi-team organization, ensuring clarity of goals, strong accountability, and seamless execution across functions.
• Partner closely with Product, Sales, Enterprise Operations, and Technology teams to ensure alignment and efficiency in customer and partner journeys.
• Lead change management efforts to support scalability and modernization of service delivery.

Customer Solutions

• Oversee the team responsible for enterprise-level client implementations and strategic revenue enablement programs.
• Drive successful onboarding and activation of enterprise customers and partner-specific initiatives, ensuring timely and high-impact conversion to revenue.
• Build repeatable frameworks and processes to accelerate delivery and reduce time-to-value

Partner Onboarding & Strategic Account Management

• Lead the Partner Onboarding team in delivering white-glove activation for new ISVs, PayFacs, and ISO partners, including system setup, platform training, and initial success planning.
• Oversee Strategic Account Managers responsible for the ongoing operational success of our top-tier partners and enterprise merchants.
• Foster strong, consultative relationships that maximize retention, satisfaction, and growth within the existing partner ecosystem.

Sales Support

• Lead the Sales Support function to ensure real-time, high-quality operational support for our direct sales organization.
• Drive continuous improvement in deal velocity, accuracy, and responsiveness through tooling, training, and team readiness.

What Success Looks Like:

Success for a Senior Director of Customer Operations is multi-faceted, blending strategic leadership, operational excellence, and a customer-centric mindset.

• Improved key operational metrics like average handling time (AHT), first contact resolution (FCR), and service level adherence.
• Strong employee engagement scores, effective leadership development, and succession planning.
• Trusted partner to executive leadership and other departments.
• Regular reporting and insights are driving business improvements and operational agility.

Candidate Requirements:

Required:

• 7+ years in customer-facing operations, customer success, or service delivery leadership roles, preferably in fintech, SaaS, or enterprise technology.
• Proven success in leading large, cross-functional teams and managing complex enterprise or partner ecosystems.
• Deep understanding of implementation, onboarding, customer operations, and revenue enablement.
• Experience with Salesforce, customer onboarding tools, and project management frameworks.
• Executive presence and the ability to communicate effectively with C-level stakeholders and external partners.
• Data-driven mindset with a focus on KPIs, performance optimization, and operational scalability.

Preferred:

• Experience in the payments, merchant services, or fintech industries.
• Proficiency with Microsoft Office, Google Workspace, and customer support tools.
• Familiarity with MX™ Merchant, MX™ Connect, and PCI compliance support.
• Ability to work collaboratively across departments and build strong internal relationships.
• Attention to detail, accuracy, and a drive for continuous improvement.

Key Competencies:

• Strategic execution with a focus on measurable outcomes.
• Advanced relationship management and escalation handling.
• Operational leadership with continuous improvement mindset.
• Collaborative team builder with strong analytical skills.
• High standards of professionalism, accountability, and integrity.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional Employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation & Benefits:

Compensation: $139,000 - $150,000

We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs
• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women’s health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

Traditional Physical Requirements

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.