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Payoneer is a global financial platform founded in 2005 that removes friction from cross-border business operations. The company serves over 2,500 colleagues worldwide and customers in 190+ countries, offering solutions spanning global payments, compliance, multi-currency management, workforce management, working capital, and business intelligence.
As Customer Care Operations & Strategy Manager, you will drive strategic transformation of Payoneer's customer care operations. This is a strategic leadership role—not a support function—where you will shape strategy, influence critical decisions, and lead high-impact initiatives directly affecting customer satisfaction and operational efficiency.
Key responsibilities include:
- Own strategic analytics and insights by synthesizing Voice of Customer (VoC), resolution rate, and contact driver data to inform leadership-level decisions
- Drive AI and automation strategy, leading automation sprint planning, intent prioritization, and containment rate optimization; coordinate quality assurance and frontline feedback loops
- Lead cross-functional alignment through strategy sessions, executive briefings, and stakeholder syncs with Product, Ops, Analytics, and Vendor Management teams
- Own strategic initiative execution by maintaining live dashboards and project trackers, driving accountability for resolution rate progress and key metric movement
- Shape segment strategy execution including service level optimization, journey mapping, and personalization initiatives
- Improve operations strategically by identifying process improvements and maintaining organized strategy documentation
- Influence vendor and cross-team relationships through coordination with partners and internal teams, driving vendor performance management
Requirements:
- 2–4 years of experience in strategy, business operations, project management, or customer operations, with a demonstrated track record of driving strategic impact
- Strong analytical and research skills; ability to synthesize complex data into clear, actionable insights
- Data proficiency with Excel, SQL, and BI tools (Tableau/Power BI experience a plus)
- Excellent written and verbal communication; ability to distill complexity for senior stakeholders and drive alignment
- Comfortable in fast-paced, cross-functional environments managing multiple strategic workstreams
- Ownership mindset with initiative, problem-solving ability, and independence
- Preferred: Experience with AI/chatbot platforms or automation strategy, Claude Code or similar AI tools, fintech/payments/remittance operations, customer journey mapping, Asana/Miro, or quality assurance/customer experience management backgrounds
