he payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it’s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it’s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.
Planet are a technology company that’s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world’s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.
To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software that runs business. By combining software and payment technology, Planet’s creating a world of connected commerce, that makes payments feel good.
We’re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we’ve the financial capital and expertise to grow our capabilities and reach through acquisition.
Operations:
As part of Global Operations, you’ll be working with an amazing diverse team of talented and customer centric people across the world. We’re building a world-class operation and you’ll be empowered to make a difference so we can better serve our customers with an easy, connected, and flawless experience.
You’ll find opportunities across customer facing, technical and administrative roles, customer services, onboarding, Tax Free, training, or one of the many other exciting areas in Global Operations. You’ll be presented with unrivalled prospects to grow, learn and develop in your career.
We’re growing fast and are always looking for ambitious individuals who want to be part of the connected commerce revolution.
Role Overview
Work as the key bridge with senior management team (Group VP, Regional Country Manager, Regional Head of Finance, Regional Head of Sales), by delivering the oriented OPS results helping to drive and formulate the overall business strategies, reporting operational performance and improvement suggestions
What you will do
Follow up and consolidate on all OPS service/technical-related matters, raised by customers which may be of an operational impact to HOIST business such as escalations from major international chains or independent Area/Regional IT Directors, with continuous regulatory compliance
Oversee the daily quality of delivery for all OPS service/technical-related matters on existing (LIVE) or new (DEPLOYMENT) installations, implementing efficient processes and standards, to meet internal/external customers’ expectations
Organize in close relation with sales, the OPS machine hereto listed as “Pre-sales”, where an OPS professional work is required to drive sell on BOQ´s creation/validation or deployment stages.
Evaluate risk and lead quality assurance efforts, by overseeing OPS expenses and budgeting to help the organization optimize costs and benefits
Collect & evaluate solid customer feedbacks for all OPS technical/service-related matters with a primary goal for service contract continuity (SLA), providing enough customer motivation to guarantee an upgrade/upsell/renewal opportunity for sales team
Highlighting clear needs of correction on customers installed based, for all service/technical-related matters, of an impact on customers services performance
Efficient contracts and relations management, with customers, vendors, partners, and other stakeholders to guarantee solid objectives (IDC included)
Diligent and rigorous coordination with the different HOIST central teams (Key Accounts, Ops, Product & Support) ensuring a proper group alignment, while serving customers with the best available technology and services
Work with service integration and service desk teams to issue and deliver root cause analysis reports, incident management and service assurance
Manage service/technical escalations, in straight collaboration with area/regional IT directors and assigned teams, supporting HOIST key account teams with consolidated business relations, for chain or independent groups
Leading up the local support team in close coordination with Group VP strategy (LIVE stage specifically)
Leading up the service management and licensing, contract analytics teams in close coordination with Group VP strategy (LIVE & DEPLOYMENT stages)
Leading up the pre-sales and project coordinator teams in close coordination with Group VP strategy (DEPLOYMENT stage specifically)
Arrange technical trainings/certifications for all OPS & external partner members as required, for a smooth and robust deployment and day-to-day setup maintenance
External partners management (service operation) for deployment and on-site maintenance activities
Who you are
Proven experience as Head of Operations, Operations Director, or similar SDM leadership role for 10years+
Familiar with all business functions including HR, finance, supply chain, ERP, Sales Force and IT
Experienced on IT systems implementation
Knowledge of data analytics and reporting, with absolute analytical mindset
Solid troubleshooting experience (NOC, Engineering & ISS)
Solid technical background in Engineering for TCP-IP | Networks (Switching, Routing)
Wide proven experience of remote and on-site support
Management experience leading network operations or field teams
Familiar with all types of production environments
Familiar with any kind of hardware assembly and configuration
Solid knowledge of MAN, LAN and MPLS (Layer 2 & Layer 3)
Experience with all types of Wireless Networks (802.11x)
Networks & Wireless Design/Planning experience
Quality Assurance Certificate (ISO 9001)
Energetic: You’re driven by pushing forward, searching for better, and wanting more than the status quo
Bright: You love bouncing ideas off other people. Brainstorming. Asking questions. Learning. Looking for answers that help our customers.
Modest: For us, putting the customer first is not a cliché. We serve them and are proud to make things easier and simpler for them.
Warm: At the heart of it all is our people. People that care. About you, each other, our customers. We celebrate differences, and help us all to grow together.
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