TreviPay

TreviPay

Vice President of Customer Experience

Overland Park, KS · Exec

Sponsorship not specifiedDetected 22 days ago
Account ManagementNegotiationForecastingProcess ImprovementERPPerformance ManagementLeadershipCommunicationCollaboration

About the role

  • Thousands of sellers use our global B2B payments and invoicing network to provide choice and convenience to buyers, open new markets and automate accounts receivables.
  • Every day, TreviPay employees are challenged and empowered in a supportive, collaborative, entrepreneurial environment.
  • The Operation's Teams vision is to provide world-class customer experiences at scale with quality.

Responsibilities

  • Own the full global customer experience for the Three Rivers client portfolio, with accountability for how it feels for the client and how it performs for the business - across both outsourced and in-house service delivery.
  • Lead and develop three distinct functions: BPO Management (outsourced partner), Premier Services (in-house differentiated team), and New Client Launch (onboarding capability).
  • Set the strategic direction for how TreviPay delivers customer experience within Three Rivers, including buyer segment differentiation - determining which buyers need a higher-touch experience and which need reliable, efficient service, and ensuring both are exceptional.
  • Own the outsourced partner relationship end to end, including vendor performance, SLA adherence, quality standards, escalation management, contract strategy, resource optimization, cost structure, and continuous improvement.
  • Guide the growth of the in-house Premier Services team from Pilot to scale, defining what differentiated service looks like for Three Rivers and ensuring the team delivers on that promise.
  • Ensure seamless coordination between outsourced and in-house teams; work allocation, handoffs, quality consistency, and a unified client experience regardless of which team delivers the service.
  • Recruit, motivate, and develop a strong leadership bench across all three pillars.
  • Build a team with the right expertise in BPO management, client services, and new client onboarding.
  • Assess talent across all functions, empower leaders to own their areas, and invest in growing the capabilities of the team.
  • Manage the operational rhythm for the Three Rivers portfolio, including forecasting, capacity planning, performance reviews, and escalation handling, with a focus on getting ahead of risk before it impacts the client.

Requirements

  • 10+ years of progressive leadership responsibility in operations, customer experience, client services, service delivery, or related client-facing functions.
  • Experience managing global service delivery at scale across multiple teams, geographies, or service models.
  • Demonstrated experience leading through managers and building leadership teams, including hiring and developing leaders underneath you.
  • Strong strategic and analytical skills, including experience evaluating service delivery economics, vendor contracts, or operational cost models.
  • Experience operating in a hybrid service environment where both in-house and partner/outsourced teams serve the same clients.

Nice to have

  • B2B payments, fintech, or financial services industry background.
  • Experience with Operational Excellence methodologies (Lean, Six Sigma, continuous improvement frameworks).
  • Personal Characteristics:
  • Models our company values, Tenacity, Empathy, and Ingenuity, with internal and external business associates.
  • Bias for collaboration
  • Comfortable operating at both strategic and tactical levels
  • can evaluate a BPO contract model and troubleshoot a service escalation in the same week.
  • Ability to crystallize ideas, communicate them to others, and bring them to fruition.

Compensation

  • This role involves periodic international travel to support vendor relationship management and operational alignment, typically a few times per year.

Benefits

  • With integrations to top eCommerce and ERP solutions and flexible trade credit options, TreviPay brings 40 years of experience serving leaders in manufacturing, retail and transportation.
  • The Vice President, Customer Experience - Three Rivers Portfolio is central to that vision.
  • This team is in its early stages and the VP will guide its growth, align it with TreviPay's broader vision for Premier service delivery, and ensure the right buyers receive the right level of service.
  • Establish and drive KPIs across service quality, responsiveness, client satisfaction (CSAT, NPS), SLA adherence, productivity, first-contact resolution, and program health.

Company info

  • At TreviPay, we believe loyalty begins at the payment.
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This listing is sourced directly from TreviPay's careers page and normalized into a canonical job model.