Cantaloupe is a FinTech company that is constantly evolving the way companies across the globe manage, optimize, and automate the critical decisions made on a daily basis. We are committed to helping businesses grow smarter, better, and faster than ever before. Our vision is to ultimately help the world buy it and go.

• The VP of Shared Services will be a leader of a dynamic Operations (Order Entry, Billing and Backoffice Service Delivery) team comprised creative problem solvers.
• The team handles day-to-day operational accounting activities for the organization and maintains the appropriate internal controls
• The team is responsible for Order Entry, Billing, Activations, Bank Account Updates, Chargebacks. Deactivations, buyouts, and Transfers.
• Develop and implement continuous process improvements, including process automation and elimination within Vendor AP, Billing, AR, and other transactional areas to deliver world-class SOPs to service internal stakeholders, customers, and vendor partners
• Manage a multi-location team of 100+ employees
• Define, measure, and report on KPIs to deliver operational excellence and maximize performance
• Update business leaders on key metrics and action plans that impact financials and the day-to-day accounting operation
• Drives cross-functional accounting projects seeking standardization and centralization of accounting activities seeking process efficiency, mitigation of risks, and cost control
• Partner with cross-departmental leads to align on relationship management SLAs and define escalation processes
• Motivate, lead, hire, coach, and develop a high-performing team of Business Operations Professionals
• Ensure compliance with Internal and External compliance controls over Business Operations activities
• Drive the planning and orchestration of business objectives.
• Ensure effective and impactful delivery of training to the Customer Support organization
• Identifies all touch points / areas of customer support operations and works closely with the technology team decrease, automate and If a touch point is mandatory, make it invisible and seamless to customers.
• Focus on business process optimization opportunities by looking for common themes in cases and finding way to eliminate/reduce those cases in the future. This may include working with Product and Technology teams to look for ways to optimize the underlying systems that is utilized in how we provide our service to our clients.
• Implements and maintains client feedback to provide insight and visibility to identify service delivery and support improvement opportunities.
• Actively and consistently support all efforts to simplify and enhance the customer experience
• Developing and executing new growth directives
• Plan, monitor, and analyze key metrics for day-to-day operations to ensure efficient and timely completion of tasks.
• Oversee employee productivity, training, and personal/career growth.
• Devise strategies for ensuring the growth of programs enterprise-wide and implement process improvements to maximize output and minimize costs.
• Lead strategic initiatives to improve scalability, agility, and efficiency.
• Work with Compliance teams to ensure all Operational Compliance related work is discussed, planned and executed
• Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment
• As part of our commitment to maintaining the highest standards of financial integrity, this position may also involve responsibilities related to SOX compliance

Supervisory Responsibilities

Participates in the hiring and training of departmental managers, team leads, supervisor and other Operations Team members.

• Organizes and oversees the work and schedules of departmental managers / other operations teams.
• Conducts performance evaluations that are timely and constructive.

Required Skills

• Prior knowledge of Payment Industry is required.
• First-class people skills
• Excellent ethical leadership and organizational abilities
• Superior knowledge of process improvement and operational guidelines
• In-depth knowledge of data analysis, KPIs and reporting
• Outstanding negotiation skills
• Excellent written and oral communication.
• Proven knowledge of performance evaluation metrics in a business setting

Preferred Skills

• Experience in developing budgets and business plans
• Strong working knowledge of data analysis and performance metrics, using business management software (ex: SAP, ERP, CRM)