Customer Care Business Partner

About Payoneer

Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.

By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.

As a Customer Care Operations & Strategy Manager, you will be a strategic driver in transforming Payoneer's customer care operations.

You will own critical insights and execution across customer journey optimization, AI automation scaling, resolution rate improvement, and cross-functional coordination.

This is not a support role—you will shape strategy, influence critical decisions, and lead high-impact initiatives that directly impact customer satisfaction and operational efficiency.

What You'll Do

• Own strategic analytics and insights: Synthesize Voice of Customer (VoC), resolution rate, and contact driver data to inform and influence strategic decisions at the leadership level
• Drive AI and automation strategy: Lead automation sprint planning, intent prioritization, and containment rate optimization; own quality assurance coordination and frontline feedback loops
• Lead cross-functional alignment: Prepare and drive strategy sessions, executive briefings, and stakeholder syncs across Product, Ops, Analytics, and Vendor Management; shape decisions through clear communication and actionable insights
• Own strategic initiative execution: Maintain and drive live dashboards and project trackers; own accountability for resolution rate progress, automation containment, and key metric movement
• Shape segment strategy execution: Drive segment-level strategy including service level optimization, journey mapping, and personalization initiatives; coordinate implementation across teams
• Improve operations strategically: Identify and implement process improvements and efficiency gains; maintain organized strategy and decision documentation to embed organizational learning
• Influence vendor and cross-team relationships: Lead coordination with LDQ, vendor partners, and internal teams; drive vendor performance management and optimization
  
  

• 2–4 years of experience in strategy, business operations, project management, or customer operations—demonstrating a track record of driving strategic impact, not just managing tasks
• Strategic analyst: Strong analytical and research skills with the ability to synthesize complex data into clear, actionable insights that drive decisions
• Data proficiency: Comfortable with data tools and analytics (Excel, SQL, BI tools); Tableau/Power BI experience is a plus
• Communicator and influencer: Excellent written and verbal communication; ability to distill complexity for senior stakeholders and drive alignment across teams
• Strategic thinker: Comfortable in fast-paced, cross-functional environments; ability to manage multiple strategic workstreams and anticipate organizational needs
• Ownership mindset: Initiative, problem-solving, and independence; you thrive owning complex challenges and driving results without constant direction
• Experience with AI/chatbot platforms or automation strategy
• Fluency with Claude Code or other AI-driven tools
• Familiarity with fintech, payments, or remittance operations
• Knowledge of customer journey mapping or voice of customer frameworks
• Experience with Asana, Miro, or similar collaborative tools
• Background in quality assurance or customer experience management