Strategy Jobs in Fort Lauderdale, FL

Lead the Next Generation of Customer Operations

i-payout is a global fintech and payments technology company serving clients in more than 150 countries. As we continue to scale, we are transforming our customer operations through AI, intelligent automation, and modern customer experience technology. We are looking for a strategic, hands-on leader who has successfully built and managed high-performing customer operations in a fintech, payments, banking, or regulated financial services environment. This role combines customer operations leadership with AI enablement, process optimization, BPO management, and customer experience transformation. You will own the operational strategy that allows i-payout to deliver exceptional customer experiences while scaling efficiently through automation, intelligent workflows, and disciplined operational execution.

What You'll Own

• Lead all customer operations across voice, chat, email, case management, and back-office support.
• Build and execute our AI and automation roadmap using modern CX platforms, conversational AI, and workflow automation.
• Manage and optimize global BPO partners while maintaining consistent quality, compliance, and customer experience.
• Develop operational standards, SOPs, knowledge management, QA programs, and workforce governance.
• Partner with Compliance, Product, Technology, and Operations to streamline customer journeys and reduce operational friction.
• Own customer service KPIs including SLA performance, quality scores, first-contact resolution, customer satisfaction, backlog management, and operational efficiency.
• Drive continuous improvement initiatives using automation, analytics, and process redesign.
• Establish reporting dashboards and executive metrics that measure operational performance and business impact.
• Build a scalable customer operations organization capable of supporting significant business growth without proportional increases in operating costs.

Qualifications

• 7+ years leading customer operations, customer experience, or contact center organizations.
• Leadership experience within fintech, payments, banking, SaaS, or another highly regulated industry.
• Experience implementing or managing modern CCaaS platforms such as NiCE CXone, Genesys Cloud, Five9, Amazon Connect, or similar enterprise platforms.
• Experience with conversational AI, virtual agents, Copilot technologies, workflow automation, or intelligent routing solutions.
• Demonstrated success managing domestic and international BPO relationships.
• Strong understanding of KYC, onboarding, customer verification, fraud prevention, and compliance-driven support environments.
• Experience creating operational KPIs, quality programs, workforce planning, and executive reporting.
• Strong project management and change management skills.
• Excellent communication and leadership abilities with experience building high-performing teams.

Preferred Experience

• Direct experience implementing NiCE CXone and Cognigy.
• Experience leading AI-enabled customer service transformations.
• Knowledge of CRM platforms, knowledge management systems, and automation technologies.
• Experience supporting high-volume global payment operations.

Success in This Role

Within your first 12 months you will help:

• Successfully deploy and optimize our next-generation customer operations platform.
• Improve customer response and resolution times.
• Increase self-service adoption through intelligent automation.
• Improve agent productivity through AI-assisted workflows.
• Build scalable operational processes that support continued company growth.
• Deliver measurable improvements in customer experience, operational efficiency, and service quality.

Why Join i-payout?

For nearly two decades, i-Payout has delivered global payout and payment solutions to enterprise clients around the world. We are now investing heavily in modern customer operations, AI, automation, and intelligent workflow technologies.This is an opportunity to lead a high-impact transformation initiative with executive visibility, meaningful ownership, and the ability to shape how customer operations evolve across a growing global fintech platform.

Pay: $150,000.00 - $185,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off

Work Location: In person