Operations

• Drive Operational Excellence: Own the day-to-day health of the FordPay platform, leading incident resolution, managing support queues, and ensuring system stability to provide a seamless payment experience for all users.
• Build and Scale Operational Processes: Design, document, and implement the playbooks, procedures, and onboarding checklists that allow us to launch new products and support our global network of dealers and merchants effectively.
• Manage Strategic Vendor & Merchant Relationships: Serve as the primary operational owner for key payment partners (e.g., Fiserv, Stripe), driving performance, managing escalations, and fostering strong collaboration with our internal Ford business units.
• Ensure Robust Compliance and Security: Lead all operational aspects of security and compliance, including PCI attestations, internal/external audits, and business continuity planning to protect our customers and the business.
• Lead with Data and Analytics: Define reporting requirements, oversee payment reconciliation, and use data to identify trends, solve complex problems, and inform our strategic decisions.

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