Senior Product Support Director

at  Worldpay

Are you ready to unleash your full potential? We’re looking for people who are passionate about payments to chart Worldpay’s path to being the largest and most-loved payments company in the world.
About the team
Worldpay aims to ensure that consumers experience successful transactions every time they spent. To support this goal, Worldpay is establishing a dedicated team focused on Authorization Rates.
This team would be a key pillar within our new structure, focusing on improving authorization performance globally. The team will proactively identify the biggest issues affecting our authorization performance (using dashboards, proactive analysis, and submissions from RMs), prioritise effort on the most important issues, then own the investigation and resolution. The team will be London-based, beginning with 4 members and potential to expand to 5-7 over time (subject to demand and impact delivered).
This role will require a blend of pace, leadership & collaboration, and technical skills to lead issue investigation and resolution to deliver rapid impact on authorization rates
What you will be doing
Reporting to the Head of Optimization and Authorization, you will be responsible for leading a global team charged with identifying and resolving live authorization issues and opportunities.

Key areas in which you will add value:

• Strategic Leadership:
• Lead the stand-up of a new team with a results-driven culture
• Own the end-to-end responsibility for identifying and resolving the biggest authorization issues: from identifying issues through dashboards and data interrogation, to prioritizing these so that resources are focused to the most important issues, to owning the resolution (including enlisting support from other teams where needed) and tracking the impact delivered
• Define and deliver ambitious KPIs on authorization rates, issue response times and monetary impact for merchants and Worldpay
• Collaborate internally to submit issues for resolution, tracking success, and working to refine the operating model between teams for greatest success
• Analytics and Insights:
• Use analytics to identify areas for improvement, bottlenecks and opportunities on authorization issue investigation
• Establish robust impact tracking to demonstrate authorization enhancement programme achievements, which can be shared to senior leadership
• Facilitate the exchange of feature requests between the authorization teams and tooling team to support the continuous development of authorisation monitoring tooling (Executive & Operational dashboards, Root Cause Analysis, Near-time alerting, etc.)
• Team Leadership & Development:
• Establish and develop a strongly performing team of authorization investigation and improvement specialists
• Create a dynamic and flexible culture, with ways of working evolving as new tooling to support investigations is developed and introduced
• Own and drive the development of a knowledge codification library for the broader Authorization team, and run cross-team learning and alignment calls in partnership with key internal stakeholders.

What you bring:

• Deep understanding of the payments industry and authorisation pathways (e.g., gateways, platforms, acquirers, networks, issuers, etc.)
• Experience leading the stand-up, development and potential future expansion of a new team
• Experience with Authorization investigation & resolution, strong analytical skills to understand investigation approaches of team & get involved on most complex matters
• Strong leadership & communication skills, and strong project management skills
• Understanding (but not detailed expertise) of requirements for engineering ticket submissions, converting business requirements to product stories, PI process, etc.
• Bachelor’s degree in computer science or information systems or the equivalent combination of education, training, or work experience.

Added bonus if you have:

• Strong existing connections within the Worldpay business (e.g., Product, Commercial) & ability to drive new cross-business collaboration
• Knowledge and experience with differing platforms (e.g., WPG, VAP) and merchant profiles (e.g., needs and issues of smaller vs larger merchants)

What we offer you

• A competitive salary and benefits
• A variety of career development tools, resources and opportunities
• The chance to work on some of the most challenging, relevant issues in the payment industry
• Time to support charities and give back in your community

Please refer the Job description for details