Director Client Success Jobs in Arizona (NOW HIRING)

At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle, Paze, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall purpose

The Senior Director, Paze Servicing is responsible for leading the operational servicing organization that supports the Paze ecosystem by managing escalations, resolving complex issues, and ensuring the timely restoration of service across financial institutions, merchants, networks, processors, and consumers.

This leader oversees the teams responsible for identifying, triaging, troubleshooting, and resolving operational, technical, and business issues impacting the Paze experience. The role is focused on establishing servicing discipline, operational rigor, proactive risk identification, automation, and continuous improvement to minimize partner friction and improve ecosystem reliability.

The Senior Director serves as the central point of coordination during operational incidents and escalations, partnering closely with Product, Technology, Risk, Operations, Network, and Financial Institution teams to drive root-cause resolution and prevent recurring issues. Success in this role is measured by issue resolution effectiveness, operational stability, risk mitigation, servicing efficiency, and stakeholder confidence in the Paze platform.

Essential Functions

Servicing Operations & Escalation Management

• Lead the teams responsible for handling escalations and operational issues from financial institutions, networks, merchants, processors, and consumers.

• Establish clear servicing standards, escalation procedures, prioritization frameworks, and operating disciplines across all support functions.

• Ensure timely triage, investigation, communication, and resolution of operational, technical, and business issues impacting the Paze ecosystem.

• Oversee management of high-severity incidents and critical business issues, coordinating resolution efforts across multiple internal and external stakeholders.

• Drive accountability for issue ownership, resolution timelines, communication quality, and customer experience outcomes.

Operational Excellence & Continuous Improvement

• Develop and implement servicing processes that improve consistency, efficiency, quality, and scalability.

• Establish service-level objectives, performance metrics, and operational reporting that provide visibility into servicing effectiveness and ecosystem health.

• Identify recurring servicing issues and drive root-cause analysis efforts to eliminate systemic problems.

• Lead continuous improvement initiatives focused on reducing issue volumes, shortening resolution times, and improving service quality.

• Build a culture of operational discipline, accountability, and data-driven decision making.

Automation & Process Optimization

• Identify opportunities to automate manual servicing activities, repetitive workflows, and operational processes.

• Partner with Technology, Product, and Operations teams to implement tools and solutions that improve servicing efficiency and reduce operational burden.

• Develop self-service capabilities, monitoring tools, workflows, and operational dashboards that improve visibility and issue management.

• Utilize servicing data and trends to prioritize automation investments and operational enhancements.

• Continuously evaluate servicing workflows to reduce complexity and improve scalability.

Risk Management & Proactive Issue Prevention

• Establish proactive monitoring and early-warning mechanisms to identify emerging risks before they impact partners or consumers.

• Analyze servicing trends, incident data, consumer complaints, and operational metrics to identify potential systemic risks.

• Partner with Risk, Product, Technology, and Operations teams to implement preventive controls and mitigation strategies.

• Lead post-incident reviews and corrective action planning to reduce the likelihood and impact of future issues.

• Ensure servicing processes align with company policies, operational controls, network requirements, and risk management objectives.

Stakeholder Management & Communications

• Serve as the primary operational escalation point for critical servicing issues affecting key stakeholders.

• Provide executive-level visibility into operational incidents, servicing performance, and emerging risks.

• Establish communication protocols that ensure timely, accurate, and transparent updates during incidents and escalations.

• Partner with financial institutions, networks, and internal stakeholders to build confidence in Paze's servicing capabilities and operational responsiveness.

• Act as the voice of operational support within the organization, influencing improvements that enhance ecosystem reliability and performance.

Leadership

• Build, develop, and lead a high-performing servicing organization focused on operational excellence and issue resolution.

• Foster a culture of urgency, accountability, collaboration, continuous improvement, and customer focus.

• Develop team capabilities in incident management, root-cause analysis, risk identification, and operational problem solving.

• Attract, retain, and mentor talent capable of supporting a rapidly growing payments ecosystem.

Minimum Qualifications

• Education and/or experience typically obtained through completion of a bachelor's degree in business management, operations or related fields.

• Typically a minimum of 15 years of progressive experience in operations, servicing, incident management, customer support, technical operations, payments operations, or related functions.

• 5 years' experience in leadership with the ability to attract, retain, and motivate a high performing team.

• Possess a strong customer obsession - continually improving the level of service and customer experiences.

• Proven project management experience.

• Demonstrated success in driving client satisfaction and engagement.

• Strong written and verbal communication - able to clearly present to clients, functional business leads and executives.

• Demonstrated ability to communicate across all levels of the organization is necessary; must be able to clearly articulate technical ideas to a non-technical audience both verbally and in writing.

• Ability to identify complex problems, review information to develop and evaluate options, and implement solutions is essential.

• Ability to multi-task and adapt to rapid change, manage multiple projects and/or changing priorities to meet various deadlines simultaneously is required.

• Demonstrated success or ability to retain highly engaged, high performing teams.

• Background and drug screen.

Preferred Qualifications

• Experience within digital payments, ecommerce, fintech, financial services, or highly regulated technology environments.

• Familiarity with payment processing, digital wallets, financial institution operations, card networks, or merchant ecosystems.

• Experience managing incident management, production support, operations centers, service management, or escalation functions.

• Experience implementing workflow automation, monitoring solutions, service management platforms, or operational analytics tools.

• Strong understanding of operational risk management, issue management disciplines, and control frameworks.

• Demonstrated success building scalable servicing organizations in high-growth environments.

• Experience working with financial institutions, networks, processors, merchants, or other complex ecosystem participants.

• MBA, advanced degree, or relevant operational certifications preferred.

Physical Requirements

Early Warning works together in a highly collaborative office environment.Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

Some of the Ways We Prioritize Your Health and Happiness

• Healthcare Coverage-Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

• 401(k) Retirement Plan-Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

• Paid Time Off -Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

AndSOmuch more! We continue to enhance our program, so be sure tocheck our Benefits page herefor the latest. Ourteamcan share more during the interview process!

Early Warning Services, LLC ("Early Warning") considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.

Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify.