payoneer · Herzliya, Tel Aviv District, Israel · Ramat HaSharon, Tel Aviv District, Israel
<div class="content-intro"><p><strong>About Payoneer</strong></p> <p>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.</p> <p>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.</p></div><p>As a Customer Care Operations & Strategy Manager, you will be a strategic driver in transforming Payoneer's customer care operations.<br>You will own critical insights and execution across customer journey optimization, AI automation scaling, resolution rate improvement, and cross-functional coordination. <br>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.<br><br><strong>What You'll Do</strong><br>● 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<br>● Drive AI and automation strategy: Lead automation sprint planning, intent prioritization, and containment rate optimization; own quality assurance coordination and frontline feedback loops<br>● 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<br>● Own strategic initiative execution: Maintain and drive live dashboards and project trackers; own accountability for resolution rate progress, automation containment, and key metric movement<br>● Shape segment strategy execution: Drive segment-level strategy including service level optimization, journey mapping, and personalization initiatives; coordinate implementation across teams<br>● Improve operations strategically: Identify and implement process improvements and efficiency gains; maintain organized strategy and decision documentation to embed organizational learning<br>● Influence vendor and cross-team relationships: Lead coordination with LDQ, vendor partners, and internal teams; drive vendor performance management and optimization<br><br><strong>Who You Are</strong><br>● 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<br>● Strategic analyst: Strong analytical and research skills with the ability to synthesize complex data into clear, actionable insights that drive decisions<br>● Data proficiency: Comfortable with data tools and analytics (Excel, SQL, BI tools); Tableau/Power BI experience is a plus<br>● Communicator and influencer: Excellent written and verbal communication; ability to distill complexity for senior stakeholders and drive alignment across teams<br>● Strategic thinker: Comfortable in fast-paced, cross-functional environments; ability to manage multiple strategic workstreams and anticipate organizational needs<br>● Ownership mindset: Initiative, problem-solving, and independence; you thrive owning complex challenges and driving results without constant direction <br>● Experience with AI/chatbot platforms or automation strategy<br>● Fluency with Claude Code or other AI-driven tools<br>● Familiarity with fintech, payments, or remittance operations<br>● Knowledge of customer journey mapping or voice of customer frameworks<br>● Experience with Asana, Miro, or similar collaborative tools<br>● Background in quality assurance or customer experience management<br><br></p><div class="content-conclusion"><p><strong><span data-contrast="auto">The Payoneer Ways of Working</span></strong><span data-ccp-props="{"335559738":240,"335559739":0}"> </span></p> <p style="line-height: 1;"><strong><span data-contrast="auto">Act as our customer’s partner on the inside</span></strong><span data-ccp-props="{"335559739":0}"> <br></span><em><span data-contrast="auto">Learning what they need and creating what will help them go further.</span></em><span data-ccp-props="{"335559739":0}"> </span></p> <p><strong><span data-contrast="auto">Do it. Own it.</span></strong><span data-ccp-props="{"335559739":0}"> <br></span><em><span data-contrast="auto">Being fearlessly accountable in everything we do.</span></em><span data-ccp-props="{"335559739":0}"> </span></p> <p><span data-ccp-props="{"335559739":0}"><strong><span data-contrast="auto">Continuously improve</span></strong> <br><em><span data-contrast="auto">Always striving for a higher standard than our last.</span></em> </span></p> <p><strong><span data-contrast="auto">Build each other up</span></strong><span data-ccp-props="{"335559739":0}"> <br></span><em><span data-contrast="auto">Helping each other grow, as professionals and people.</span></em><span data-ccp-props="{"3355597