This is Worldline

Worldline helps businesses of all shapes and sizes to accelerate their growth journey — quickly, simply, and securely. We are the innovators at the heart of the payments technology industry, shaping how the world pays and gets paid. Our technology powers the growth of millions of businesses across 5 continents. And just as we help our customers accelerate their business, we are committed to helping our people accelerate their careers. Together, we shape the evolution.

The Opportunity

Join our dynamic team as the COO, where you will lead and oversee all operational aspects of new customer onboarding end-to-end, manage customer lifetime support processes, Merchant Risk, and other Acquirers' service provisioning—while maintaining data confidentiality, driving operational excellence by reducing costs and effort required to deliver services, and undertaking initiatives to support these objectives.

Day-to-Day Responsibilities

• Oversee Merchant Onboarding operations, end-to-end from digital or physical channels up to physical or digital product delivery.
• Manage the supply chain operations in terms of optimum quantities, short-term future needs and anticipated support volume needs. Develop and execute  strategies to safeguard uninterrupted provision of services even at times where demand exceeds capacity.
• Budget and execute in line with Group guidance.
• Oversee the Support operations teams, dealing with 1st and 2nd level support for customers, as well as 2nd level technical support for products and Customer Complaints.
• Oversee the 1st Line of Defense (1st LOD) operations and Dispute management teams.
• Segregate and safeguard other Acquirers' business for services that are provided by Cardlink, by applying "Chinese Wall" policies for the team that is handling this data.
• Optimize costs, improve service quality, apply cutting edge technologies including and not limited to A.I. tools to every possible aspect of operations to minimize standardized activities where manual interventions are required today.
• Manage sub-contractor relationships including and not limited to Agreement scoping, SLA performances and ever-demanding cost reductions with the use of new technologies and methods.
• Manage and monitor KPIs for customer application processing, risk assessment performance, call center and digital support services provisioning and customer satisfaction ratings.
• Take key part in projects surrounding legacy system replacements or migrations to Worldline Group for systems used by Operations.

Who Are We Looking For

We look for big thinkers. People who can drive positive change, step up, and show what’s next—people with passion, a can-do attitude, and a hunger to learn and grow. In practice this means:

• Proven 8+ years of senior leadership experience in acceptance, acquiring, or financial services sectors.
• Track record of scaling high-volume operations efficiently within demanding environments.
• Strong familiarity with new technologies, such as automation, system integrations, and AI tools.
• Demonstrated ability to lead cross-functional teams, manage complex projects, and influence stakeholders.
• Excellent problem-solving skills, strategic thinking, and capability to foster a culture of continuous improvement.
• Experience managing budgets, SLAs, and vendor relationships in a fast-paced environment.
• Ability to adapt quickly, thrive under pressure, and drive change within a dynamic organization.

Shape the evolution.

We are pushing towards the next frontiers of payments technology, and we look for big thinkers to join our journey. People with passion, a can-do attitude, and a hunger to learn and grow. Here you’ll work with ambitious colleagues from around the world, take on unique challenges as a team, and make a real societal impact. With our empowering culture, innovative technology, and extensive training programs, we help you accelerate your career wherever you decide to go. Join our global team of over 18,000 innovators across 40+ countries, and shape a tomorrow that’s yours to own.

Learn more about life at Worldline at jobs.worldline.com.

We are proud to be an Equal Opportunity employer. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy and related conditions), sexual orientation, gender identity, age, disability status, or any other legally protected characteristic.