Vice President of Customer Experience (Fintech)

TL;DR

Vice President of Customer Experience (Fintech): Managing the end-to-end customer experience for the Three Rivers portfolio, overseeing outsourced BPO and in-house premier services with an accent on service delivery optimization and quality scale. Focus on strategic vendor management, scaling the Premier Services team, and ensuring seamless client onboarding.

Location: Hybrid role based in Overland Park, KS (In-office Tuesday, Wednesday, and Thursday)

Company

hirify.global provides a global B2B payments and invoicing network that helps sellers automate accounts receivables and offer flexible trade credit options to buyers.

What you will do

• Own the full global customer experience for the Three Rivers client portfolio across both outsourced and in-house service delivery.
• Lead and develop three distinct functions: BPO Management, Premier Services, and New Client Launch.
• Set the strategic direction for buyer segment differentiation and determine service level requirements.
• Manage the global outsourced partner relationship end-to-end, including SLAs, contract strategy, and cost optimization.
• Scale the in-house Premier Services team from pilot stage to full operation.
• Partner with Account Management, Product, and Technology teams to align operational delivery with client commitments.

Requirements

• 10+ years of progressive leadership responsibility in operations, CX, or client services.
• Proven experience leading through managers and building high-performing leadership teams.
• Experience managing global service delivery at scale across multiple geographies or service models.
• Strong strategic and analytical skills regarding service delivery economics and vendor contracts.
• Must be based in or able to work hybrid in Overland Park, KS.

Nice to have

• Professional background in B2B payments, fintech, or financial services.
• Experience managing BPO relationships and international operations.
• Knowledge of Operational Excellence methodologies such as Lean or Six Sigma.

Culture & Benefits

• Competitive salary and 401K matching.
• Comprehensive medical, dental, vision, and life insurance.
• Generous paid time off and paid parental leave.
• Supportive, collaborative, and entrepreneurial work environment.
• Employee referral program.