VP, Global Help

ACI Worldwide

Vice President overseeing strategic delivery of global technical support. Enhancing customer satisfaction in payment software products across various deployment models.

Posted 6/13/2026full-timeNorcross • 🇺🇸 United StatesLeadWebsite

About the role

Key responsibilities & impact

Own delivery performance of the global HELP24 support organization, including SLA adherence, incident resolution effectiveness, and customer satisfaction across products, regions, and deployment models.
Operate the partner-led support model, including vendor performance management, contractual compliance, staffing alignment, and accountability to defined service outcomes.
Monitor and improve operational performance using customer feedback, service metrics, and trend analysis; implement corrective actions to address service degradation, recurring issues, and systemic risks.
Serve as executive-level escalation point for critical customer issues, ensuring timely resolution and clear communication.
Build and maintain senior relationships with key customers to support trust, transparency, and effective issue resolution.

Requirements

What you’ll need

Bachelor's degree in business or computer science or equivalent and/or relevant work experience
12+ years’ experience in a customer-facing role in a relevant industry
Experience in payment processing and customer facing software support
Progressive leadership experience managing and leading client facing global teams
Demonstrated fluency with generative AI tools (e.g., Claude, Copilot, Gemini)

Benefits

Comp & perks

Opportunities for growth
Career development
Competitive compensation and benefits package
Innovative and collaborative work environment

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident resolutionSLA adherenceoperational performance monitoringtrend analysiscorrective actionsvendor performance managementcontractual compliancecustomer feedback analysispayment processingcustomer facing software support

Soft Skills

customer satisfactionexecutive-level communicationrelationship buildingtrusttransparencyissue resolutionleadershipaccountabilitystaffing alignmentproblem solving

Certifications

Bachelor's degree in businessBachelor's degree in computer science