VP, Global Help 24

ACI powers the payments ecosystem globally, offering an energetic technology culture with decades of proven success. Our size and reach allow you to see the global impact of your work, with visibility, valued talents, and empowerment to shape the future of payments.

About the role

The Vice President, Global HELP24 is responsible for the strategy, governance, and performance of ACI’s global post-deployment technical support organization. This role ensures consistent, high-quality support for ACI software products operating in both ACI-managed and customer-managed deployments across the full customer lifecycle. The VP oversees a globally integrated, partner-led delivery model, ensuring accountability for service quality, cost efficiency, scalability, and customer experience outcomes. This leader drives continuous improvement in support operations, leveraging data, automation, and emerging technologies to enhance responsiveness and resolution effectiveness. The role partners closely with Product Development, Operations, Professional Services, Customer Success, and Sales to proactively address customer needs, resolve complex issues, and deliver a consistent, end-to-end support experience that strengthens customer satisfaction, retention, and long-term value. This leader is expected to be a hands-on practitioner of AI tools, using them to drive insight from operational data, accelerate decision-making, and model the AI-enabled working style expected of the broader organization.

Responsibilities

• Own delivery performance of the global HELP24 support organization, including SLA adherence, incident resolution effectiveness, and customer satisfaction across products, regions, and deployment models.
• Operate the partner-led support model, including vendor performance management, contractual compliance, staffing alignment, and accountability to defined service outcomes.
• Monitor and improve operational performance using customer feedback, service metrics, and trend analysis; implement corrective actions to address service degradation, recurring issues, and systemic risks.
• Serve as executive-level escalation point for critical customer issues, ensuring timely resolution and clear communication.
• Build and maintain senior relationships with key customers to support trust, transparency, and effective issue resolution.
• Coordinate cross-functional execution with Product Development, Operations, Professional Services, and Commercial teams to resolve complex issues and improve service delivery.
• Advance operational efficiency through adoption of automation, AI, and process improvements that reduce incident volume, accelerate resolution, and improve service quality.
• Own financial management for HELP24, including budgeting, forecasting, cost control, and delivery against the operating plan.
• Develop and support business cases for investments, tooling, and resource decisions.
• Ensure adherence to all corporate policies and standards, including the ACI Code of Business Conduct and Ethics.
• Perform other duties as assigned.

Qualifications

• Bachelor's degree in business or computer science or equivalent and/or relevant work experience.
• 12+ years’ experience in a customer-facing role in a relevant industry.
• Experience in payment processing and customer-facing software support.
• Progressive leadership experience managing and leading client-facing global teams.
• Demonstrated fluency with generative AI tools (e.g., Claude, Copilot, Gemini) used as a working tool for data analysis, decision support, content creation, and operational insight.

Preferred Qualifications

• Experience leading and transforming partnership / BPO support models.
• Previous technical support leadership experience in a global matrixed environment.
• Demonstrated experience managing third-party resources.
• Experience in the financial and/or software industry.

Skills

• Strong leadership and mentorship abilities.
• Ability to operate strategically and tactically across multiple disciplines.
• Strong executive presence with the ability to effectively manage complex customer escalations.
• Exceptional customer-focused attitude.
• Advanced critical thinking, problem-solving, and analytical skills.

Work Environment

• Standard office work environment.
• Travel may be required, domestic or international.
• Majority of time spent on PC.
• Must be able to support after-hours customer interaction and triage activities, as needed.

Applicants must be currently authorized to work in the United States on a full-time basis. This position does not offer sponsorship for employment visa status or work permit now or in the future.