Head of Global Customer Program Delivery - CompoSecure

About the position:

The Head of Global Customer Program Delivery at CompoSecure will play a critical role in overseeing and enhancing the end-to-end delivery of our premium payment cards to our partners and customers. This position is responsible for ensuring the seamless execution and monitoring of new and existing product introduction to customers (compliance, on-time delivery, quality, and operational efficiencies). Key responsibilities include close collaboration with operations teams at partner service centers and suppliers to stay informed of the latest capabilities and strategies, ensuring that all physical products meet the highest standards of quality and delivery efficiency.

The Head of Global Customer Program Delivery position requires an onsite presence at our office in Somerset, NJ, and will report directly to our Chief Operations Officer.

Responsibilities:

• Oversee the delivery and monitoring of premium payment cards for partners and customers, ensuring consistent quality and adherence to service agreements.
• Implement and deploy necessary actions to maintain and enhance service delivery standards.
• Maintain regular interaction with operations teams at partner service centers to ensure alignment with delivery objectives.
• Collaborate with personalization equipment suppliers to stay updated on the latest capabilities and global strategies related to product personalization.
• Review and proactively address any issues related to product personalization, ensuring timely communication to avoid disruptions.
• Ensure full transparency in all communications related to product specifications, including any changes or upgrades.
• Coordinate the introduction and ramp-up of new products or programs between CompoSecure and partner service centers.
• Monitor and follow up on service delivery, ensuring alignment with contractual obligations.
• Consolidate operational and performance indicators, provide detailed analysis, and propose actions to improve delivery processes (e.g., volumes, forecasts, SLAs, orders).
• Anticipate potential challenges and coordinate change requests or the introduction of new products.
• Identify and mitigate operational risks that may impact the overall strategy, including readiness of service centers and lead times.
• Coordinate timely responses to any quality issues, ensuring swift resolution.
• Manage governance, escalation procedures, and coordinate routine operations to maintain service continuity.
• Consolidate key program statuses from local and global perspectives, providing feedback to management (e.g., managing multiple service locations for new product introductions).
• Drive quality and process improvements in collaboration with other departments.
• Manage and implement quality requirements across partner sites to maintain consistency and high standards.

Requirements:

• Proven experience in service management, particularly in the delivery of physical products in a B2B or B2B2C setting; experience in the financial services/banking industry is a plus.
• Strong communication and presentation skills, with the ability to effectively engage at the executive level.
• Ability to communicate across multiple departments and ensure alignment with delivery goals.
• Strong leadership presence, with the ability to represent the company and assert authority in challenging situations.
• Proficiency in data gathering, analysis, and presenting key findings to stakeholders.
• Excellent people skills, with experience in change management and diplomacy.
• Experience in program and project management, with a focus on physical product delivery.
• Familiarity with Lean/Continuous Improvement methodologies (LSS Yellow Belt or similar is a plus).

CompoSecure is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, or national origin. We are also an equal opportunity employer of individuals with disabilities and protected veterans.