Senior Director, Client Support - US & Canadian Markets- VA(Hybrid) Fulltime

Senior Director, Client Support – US & Canadian Markets

 Position: Fulltime

Location: VA( Hybrid) ( 3 days work from office)

Job Summary

We are seeking an experienced Senior Director, Client Support to lead our Enterprise Partner Support organization across the US and Canadian markets. This is a senior leadership role responsible for driving operational excellence, strategic partner support, and high-touch service for key enterprise clients.

The Senior Director will serve as a leader of leaders, managing and developing a strong leadership team while ensuring seamless onboarding, product enablement, relationship management, and operational support for strategic partners within a complex, matrixed business environment.

Key Responsibilities

• Serve as a core member of the US & Canadian Markets Operations Leadership Team.

• Lead the Enablement Partner Support organization and provide operational support to Discover network participants, including issuers, acquirers, processors, and other strategic partners.

• Provide strategic direction and leadership to managers and client support teams.

• Drive operational readiness and continuously improve the partner support operating model.

• Establish scalable processes, governance, and performance standards to improve service delivery.

• Build and maintain strong relationships with strategic enterprise partners and internal stakeholders.

• Oversee partner onboarding, product enablement, issue resolution, and ongoing relationship management.

• Identify operational risks and opportunities for process improvement and implement appropriate solutions.

• Establish measurable performance objectives and ensure teams consistently deliver against business and client-service goals.

• Foster a culture of accountability, collaboration, continuous improvement, and customer focus.

• Partner closely with cross-functional teams across Operations, Product, Technology, Risk, and other business functions.

• Develop and mentor leaders while supporting succession planning and organizational development.

• Ensure a well-managed operating environment with strong governance, controls, and measurable business outcomes.

Basic Qualifications

• High School Diploma, GED, or equivalent certification.

• 9+ years of experience in client support, account management, relationship management, or a related function within payments, fintech, or financial services.

• 6+ years of people leadership and performance management experience.

• Demonstrated experience leading teams in complex, enterprise-level environments.

• Strong communication, stakeholder management, problem-solving, and strategic leadership skills.

Preferred Qualifications

• Bachelor's or Master's degree.

• Experience working within a major payment network.

• 12+ years of experience in client support, account management, relationship management, or related functions within payments, fintech, or financial services.

• 8+ years of people leadership and performance management experience.

• Experience supporting issuers, acquirers, processors, or other payment ecosystem participants.

• Experience driving operational transformation, service excellence, and process improvement.

• Strong understanding of payment network operations and enterprise partner management.

• Proven ability to lead through a matrixed organizational structure and influence senior stakeholders.