VP, Client Operations

About the role

CORPAY is currently looking to hire a Vice President, Client Operations within our Customer Service division. This position falls under our Corpay Payables line of business and is located in Richmond, VA. In this role, there will be accountability for executing and continuously improving the post-implementation client operating model across Client Account Management and Technical Support within Corpay Payables.

The Vice President will lead approximately 35 Client Account Management associates supporting the Full AP business and approximately 15 Technical Support associates supporting both Full AP and Commercial Card. Directors and managers will report through this role. This leader will directly own client satisfaction, SLA attainment, technical issue resolution, escalation management, cost-to-serve, and execution of the support technology roadmap.

Responsibilities

• Executing and continuously improving the post-implementation client operating model, ensuring seamless coordination across Account Management, Technical Support, Relationship Management, Sales, Product, Technology, Implementations, Supplier and Payment Operations, Financial Operations, Finance, Risk/Fraud, Client Success, Compliance, Legal, Quality Assurance, and Operational Excellence.
• Creating a consistent experience in which Corpay assumes ownership of client needs regardless of the source of the issue and coordinates the appropriate internal teams through resolution.
• Recommending and implementing client health segmentation, service tiers, differentiated coverage models, engagement standards, and escalation paths for strategic, high-growth, standard, and at-risk clients, subject to approval by the Senior Vice President of Operations.
• Leading the Client Account Management organization and establish clear expectations for proactive engagement, service planning, client advocacy, issue ownership, and business insight generation.
• Leading the Technical Support organization serving Full AP and Commercial Card and ensure timely, accurate, and client-centered resolution of technical issues.
• Owning technical issue resolution performance, escalation aging, Communications, SLA attainment, communication quality, root-cause identification, and corrective action.
• Owning the client escalation process from initial intake through final resolution, including triage, internal coordination, executive communication, root-cause analysis, corrective action, closure confirmation, and prevention of recurrence.
• Establishing baseline measures for team effectiveness, productivity, cost-to-serve, client effort, and speed of resolution across Account Management and Technical Support.
• Identifying and prioritizing AI-enabled opportunities that modernize operations, improve associate effectiveness, accelerate resolution, reduce cost-to-serve, and enhance the client experience.
• Owning regular internal operating readouts that translate client, operational, and technical data into insights and recommendations supporting revenue, operational effectiveness, product strategy, policy, and roadmap decisions.
• Driving operational efficiency through people-focused operational gearing models, capacity planning, staffing forecasts, productivity assumptions, hiring plans, and creative resource-management solutions.
• Partnering with the Operational Excellence team and other stakeholders to document, maintain, and enforce service policies, escalation standards, and operating procedures.
• Leading, coaching, and developing directors and managers responsible for Client Account Management and Technical Support.

Qualifications & Skills

• Bachelor's degree required; advanced degree preferred in Business, Operations, Technology, Finance, or a related field.
• 12+ years of progressive leadership experience in client operations, account management, technical support, payments, SaaS, fintech, financial services, or a related service environment.
• 5+ years leading managers and multi-function teams; experience leading directors is strongly preferred.
• Demonstrated success improving client satisfaction, SLA performance, technical issue resolution, escalation management, cost-to-serve, and operational effectiveness.
• Demonstrated experience leading equivalent multi-functional client operations organizations; direct leadership of both relationship-oriented and technical support teams.