Director Commerce Support

3 weeks, 1 day ago
Full-time
Executive
Customer and Technical Support

GoDaddy

GoDaddy is a technology company in the Technology, Information and Internet industry. It describes itself as the world’s largest web services platform and a provider of tools for domains, websites, marketing, email, security, and online business services.

Technology, Information and Internet
5001-10000
Founded 1997

Description

  • Develop and execute the strategic roadmap for merchant activation, adoption, retention, and growth.
  • Lead the long-term transformation of Commerce Support through AI, automation, agent assistance, and self-service.
  • Own merchant outcomes across onboarding, activation, product adoption, retention, and growth.
  • Partner with senior leaders across Commerce, Care, Sales, Go-to-Market, Risk, Product, and Engineering.
  • Translate merchant insights into product, operational, and commercial improvements.
  • Own service delivery, workforce planning, operational health, and continuous improvement.
  • Develop annual operating plans, investment priorities, and scalable operating models.
  • Use analytics and experimentation to improve customer experience, efficiency, and business performance.
  • Manage P&L performance and evolve support operations into profit centers by improving attach rates, nGCR, CAS, and Commerce Affiliate performance.

Requirements

  • 8+ years of leadership experience in customer support, customer success, payments, commerce, fintech, or related industries.
  • 8+ years of experience in payments and SMB commerce, including payment processing and customer-focused commerce solutions.
  • Track record of leading managers and customer-facing teams.
  • Proven ability to drive activation, adoption, retention, and growth outcomes.
  • Experience developing business strategy and leading transformation initiatives with measurable organizational impact.
  • Experience implementing AI, automation, digital support, and service modernization capabilities.
  • Experience operating effectively in complex, matrixed organizations with an intrapreneurial mindset.
  • Demonstrated ability to manage a P&L and improve commercial performance.
  • Must be based in the United States; this position is remote but unavailable in Alaska, Mississippi, North Dakota, and the Virgin Islands.

Benefits

  • Remote work from a home office with occasional GoDaddy team events or meetings.
  • Employee Resource Groups and programs supporting diversity, equity, inclusion, and belonging.
  • Support for learning and professional growth.
  • Equal opportunity employment and recruiting assistance available.

Interested in this position?

Apply directly on the company website

Apply Now

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