Conversational Intelligence Platforms

Description
Role Overview:
In this role, you will own the enterprise marketing chat and call tracking platforms and the expansion of capabilities into other Global Payments lines of business. You will help build and manage a product roadmap and work with key partners and stakeholders.

You will help retain the customers we have already created and improve our products and services in a way that attracts new ones across all regions globally with a focus on the US. This is an exciting opportunity to design, implement, and execute a program that will help drive change and improve the customers' experience.

Success in this role requires that you are highly analytical, curious, able to identify and tell a story with data, and a self-starter who is a fast learner. You will be obsessed with creating and delivering projects that truly impact customer loyalty. The Conversational Intelligence Platforms Lead is responsible for boosting campaign performance with full attribution for every call and chat our marketing channels drive. You'll collaborate closely with the WebOps team, Performance team, Sales Team, UX Design Team, and the Technology Team in an environment where every contribution is respected, and every perspective is heard.

Key Responsibilities:

• Attribute chat and phone calls to the campaigns that drive them.
• Understand each lead's journey before the chat or call.
• Integrate chat and phone call data with existing workflows and reporting.
• Lead an enterprise-wide marketing chat and phone tracking platform implementation effort.
• Optimize media spend and reduce wasted ad dollars.
• Formulate and evolve the platform implementation strategy and roadmap.
• Ensure seamless integration between the conversational intelligence platforms and the CRM to enable unified data capture, attribution, and pipeline visibility.
• Build strong partnerships with key stakeholders and third parties.
• Be the expert on features and capabilities enabled through the enterprise chat and phone platforms.
• Champion Agile methodologies, playing the product owner role in daily stand-up meetings, sprint planning sessions, backlog prioritization, user story preparation and demos.
• Work cross-functionally with technical, design, business, and compliance counterparts to define product release requirements and investigate production issues as they arise.
• Work to create the awareness and engagement plan for your experiences and provide relevant and concise updates to management teams.
• Serve as a chat and phone tracking subject matter expert and evangelist to stakeholders.
• Set up, manage, optimize, and archive programs and projects.

Qualifications:
Essential Business Experience and Technical Skills:

Required

• Experience with Drift, Tars, Genesys, or equivalent
• Experience with Outreach, Gong, CallRail, or equivalent
• Minimum 2 years in a Customer Experience and/or commercial or marketing role
• Experience in developing customer experience journey maps and leading journey map workshops helpful.
• Experience is working in highly complex and matrixed organizations
• Highly motivated, resourceful problem-solver with the ability to collaborate effectively across functions.
• High-energy, focused, and obsessed with customer experience.
• Experienced (2+ years) with data analytics, organization-spanning implementation and change management
• Serves as an effective support resource to team members in key meetings.
• Excellent stakeholder management, communication, and project/change management skills.

Preferred

• Bachelor's Degree Required. Graduate degree preferred.
• Strong understanding of AI/ML fundamentals and their application in marketing.
• Experience with Agile Delivery Methodology is a plus.
• Prior digital marketing experience and front-end Customer Experience are strong pluses as is customer service, training, and marketing expertise.
• Ability to manage ambiguity and synthesize complex information into meaningful messages and recommendations.

Why You'll Thrive Here:
This is a high-impact opportunity where you will own the strategic vision and end-to-end execution of our enterprise conversational intelligence platforms—a critical component of our global customer experience and marketing performance. You'll move beyond maintenance to lead a company-wide platform implementation from the ground up, translating your deep expertise in tools like Drift or CallRail into tangible, attributable revenue growth.

If you are a curious, analytical self-starter who is obsessed with the convergence of customer loyalty, data-driven attribution, and leading-edge technology like AI/ML, you will thrive by building a new, powerful capability that directly drives change and improves the customer journey on a global scale. You'll be the subject matter expert, evangelist, and change agent in an environment where your contributions are highly respected and directly impact media spend optimization and campaign effectiveness.

At Global Payments our vision is to be "Champions of Inclusion." We are fully committed and focused on creating a better tomorrow in the communities in which we live and work. We aspire to ensure fair treatment, access, opportunity and advancement for all team members. We believe all team members should be able to bring their true, authentic selves to the workplace and feel accepted, engaged and understood.

Global Payments offers a comprehensive benefits package to all of our team members, including medical, dental and vision care, EAP programs, paid time off, recognition programs, retirement and investment options, charitable gift matching programs, and worldwide days of service. To learn more, review our Benefits page at:

Applicants MUST be authorized to work in the U.S. We are unable to sponsor or take over Sponsorship of an Employment and/or Student Visa at this time or any time in the near future for sponsorship.