Senior Director, Delivery - Usa

Justt’s smart technology and in-house expertise successfully resolves chargebacks for merchants, automatically reuniting them with their revenue. Justt’s proprietary AI pulls the best evidence to build merchants’ most compelling defense and keeps getting smarter with time, so win rates continue to grow, outperforming all other alternatives.

Our technology ensures merchants can focus on building their business and strengthening customer relationships instead of wasting time on complex payment disputes.

As the leader of Delivery at Justt, you will be accountable for continuously delivering high quality and timely solutions while maintaining high customer satisfaction.

You will be building the strategy and plans to scale our operations in a non-linear manner as well as training and managing highly skilled and motivated teams.

You’ll be serving as the voice of the customer and promote cross functional collaboration.

What you’ll be doing:

• Design and hire a global team, continuously train, and coach them for success both in customer facing areas as well as in the chargeback subject matter expertise.
• Define and measure impactful KPIs to ensure scalable growth.
• Be a trusted partner to our product, tech and commercial stakeholders; Develop an ongoing dialog to understand and implement both customer needs as well as product and technology leaps.
• Hands on building, deploying, and measuring cross functional delivery processes and tools aimed to ensure high quality and timely implementation of Justt’s solution for different customer segments with high customer satisfaction.
• Providing easy to understand status updates on the team's capacity, progress, and impact.

Requirements:

• Proven experience in both building and managing service / delivery teams in B2B / B2B2C growing startups.
• Previous experience and knowledge in the area of Payments / Fintech - Must
• Proven experience in managing global teams
• Chargeback knowledge - advantage
• Familiarity with best-in-class tools and systems to support and measure delivery, implementation, and customer communication.
• Experience in coaching, training, and developing existing global teams (including hiring and firing)