Director of Customer Experience

Job Description: 

Director of Customer Experience

About The Role

Constellation Payment Processing is a modern Payment Facilitator (PayFac) empowering SaaS business to grow revenue through seamless, embedded payments. As part of Constellation Software Inc. (CSI) — a global Canadian-based software leader — we combine the agility of a specialized payments company with the strength and stability of an established global powerhouse.

We are seeking an experienced and visionary Director of Customer Experience to lead our partner engagement strategy in the payments industry. This role is responsible for designing and executing initiatives that enhance the partner journey, improve satisfaction, and drive loyalty across all touchpoints. The ideal candidate will have deep expertise in payment systems, regulatory compliance, and partner-centric innovation.

What You’ll Do

• Develop and implement a comprehensive partner experience strategy aligned with business goals.
• Lead cross-functional teams to optimize partner and customer journeys across support and operational channels.
• Analyze partner feedback and data to identify pain points and opportunities for improvement.
• Oversee partner and customer support operations and ensure high service standards in congruence with stated SLTs.
• Collaborate with product, finance, compliance, and technology teams to enhance partner-facing solutions.
• Ensure adherence to regulatory requirements and industry standards in partner and customer interactions.
• Drive initiatives to increase customer retention, satisfaction, and Net Promoter Score (NPS).
• Present insights and strategic recommendations to executive leadership.
• Stay informed on trends in customer experience, fintech, and payment technologies.
• Track performance metrics to ensure high-quality partner onboarding experiences.
• Be a champion for integrating AI into the team and procedures.
• Create and maintain departmental procedures.
• Coordinate with Marketing to develop and maintain partner-facing materials.

Basic Qualifications

• Bachelor’s degree in Business, Marketing, Communications, or related field.
• 10+ years of experience in customer experience, client services, or related roles.
• Strong leadership and team management skills.
• Expertise in payment systems, transaction processing, and compliance.
• Excellent analytical, communication, and strategic thinking abilities.
• Proficiency in CX tools, CRM platforms, and data analytics.

Preferred Qualifications

• Experience in fintech or financial services.
• Advanced degree or certifications in Customer Experience Management (CXM), CRM, or related fields.
• Knowledge of PCI DSS, AML, and other regulatory frameworks.
• Minimal travel (<15%) could be required for company or client meetings.
• Strong experience using Salesforce.

Compensation, Benefits, and Work Environment

Work Location & Flexibility

Constellation Payments operates on a 100% remote-first model. We empower our employees with flexibility to work from home or a location of their choice within country of the job listing.

Salary & Performance Incentives 💰

• Target Compensation: The projected compensation is between $130,000 and $145,000 per year plus additional bonus.
• Compensation Structure: This range is inclusive of the base salary and variable compensation, such as a company-wide bonus or sales commission. The final compensation package will be commensurate with the candidate’s experience, capabilities, and location.

Employee Benefits

We are proud to offer a robust benefits package designed to support your well-being and financial future:

• Health & Wellness ⚕️: Comprehensive medical, dental, vision, and life insurance plans to keep you and your family healthy.
• Retirement Plan: Secure your future with our 401(k) plan, featuring a company match that's 100% yours from day one.
• Paid Time Off (PTO) 🌴: Employees receive 15 paid vacation days, 5 paid sick days, and 1 paid personal day annually.
• Company Ownership: Employees are invited to participate in our Employee Share Program (Ticker: CSU.TO).

Equal Opportunity & Legal Disclosures

Constellation Payments is an Equal Opportunity Employer and does not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We comply with the San Francisco Fair Chance Ordinance and will consider qualified applicants with criminal histories in a manner consistent with the requirements of this ordinance.

This position does not offer visa sponsorship. All applicants must have pre-existing legal authorization to work in the United States.

Our Culture 

“I’m willing to let you scratch or dent the car, but I won’t put you in a position where there is significant risk of you totaling it.” - Ray Dalio 

If this resonates with you, then you might have the grit we need for this role.  

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More About Jonas Software:

Jonas Software is the leading provider of enterprise management software solutions to the Country and Golf Clubs, Foodservice, Construction, Fitness & Sports, Attractions, Salon & Spa, Education, Radiology/Laboratory Information Systems, and Product Licensing industries. Within these vertical markets, Jonas is made up of over 65 distinct brands, which are respected and leaders within their own domain.

Jonas’ vision is to be the branded global leader across the aforementioned vertical markets and to be recognized by customers and respective industry stakeholders as the trusted provider of ‘Software for Life’ and as an ambassador for technology, product innovation, quality, and customer service.

Jonas Software is the valued technology partner of over 60,000 customers worldwide in more than 30 countries. Jonas employs over 2,000 skilled individuals consisting of a cross-section of industry experts and technology professionals.  Jonas is headquartered in Canada and also operates offices throughout North America, the United Kingdom, Europe, Australia New Zealand and Africa.  Jonas is a 100% owned subsidiary of Constellation Software Inc., headquartered in Toronto and traded on the S&P/TSX 60.