Director, Technical Services

📋 Description

• • At Ripple, we are revolutionizing the global financial system, enabling value to move as freely and instantly as information does today. We are building a future of greater economic fairness and opportunity for everyone, everywhere. If you are driven by the prospect of making a tangible impact and unlocking significant career growth, join us in creating real-world value.
• • As the Director, Technical Services, you will spearhead a globally distributed team dedicated to delivering exceptional service and support to our valued financial institution and payment provider customers. Your leadership will ensure these clients receive first-class support for Ripple's critical services, facilitating seamless global payments.
• • You will be instrumental in bridging the gap between our customers and our internal Product Management and Engineering teams. This involves directly engaging with clients to troubleshoot, replicate, and resolve complex issues, ensuring their utmost satisfaction and maintaining the integrity of our services.
• • Leading a distributed team structure, you will oversee four regional managers, ensuring comprehensive 24/7 global coverage. Your role requires engagement across all levels of the Ripple organization, including Project Management, Integration, Engineering, and the Executive Leadership team.
• • You will serve as the crucial "voice of the customer" within Ripple, providing invaluable insights to help prioritize company initiatives, refine operational processes, and drive product enhancements based on real-world user experiences and challenges.
• • A key aspect of your responsibility will be defining and implementing robust production support and oversight arrangements for Ripple customers. This proactive approach is vital for minimizing the risk of service interruptions and ensuring a consistently smooth and reliable production environment for all users of Ripple's innovative technology.
• • You will be tasked with building and scaling a world-class global support practice. This includes enhancing and rigorously adhering to a comprehensive set of operational procedures and policies specifically designed for critical production support within a peer-to-peer payments network.
• • Continuous review and improvement of these operational frameworks will be essential to adapt to evolving needs and maintain the highest standards of service delivery.
• • You will define and manage the critical interaction and communication channels between our customers and our delivery teams. This encompasses effective issue management, addressing customer concerns with empathy and efficiency, and ensuring seamless coordination with engineering teams for timely resolutions.
• • You will lead and complete multiple concurrent cross-team projects. These initiatives may include managing customer upgrades, collaborating with Product Management on issue prioritization and roadmapping, and developing proactive issue alerts for delivery teams and customers.
• • Demonstrating strong interpersonal skills is paramount. You will need the ability to shape and influence communication strategies within Ripple, as well as articulate complex technical information clearly and effectively to our VIP customers.
• • Your leadership will be pivotal in guiding your team to achieve great success and foster their professional growth, which in turn will contribute significantly to Ripple's overall expansion and success.
• • You will act as a dedicated coach and mentor to your direct reports (the regional managers) and to the individual contributors within your broader team, fostering a culture of learning, development, and high performance.
• • This role demands a deep understanding of enterprise-level, commercially available hardware and software products, operating systems, networking systems, and methodologies for integrating web-based products. Your ability to communicate this knowledge effectively will be critical.
• • A functional understanding of payment flows, cross-border payment processing, and experience with digital assets will be highly beneficial in navigating the complexities of our customer base and services.
• • You will be responsible for establishing and maintaining strong collaborative relationships with internal Product and Engineering teams, as well as external customers, operating within an agile development environment.
• • Ultimately, your mission is to ensure our customers experience unparalleled technical support, enabling them to leverage Ripple's technology to its fullest potential and achieve their business objectives.