Paired is a global recruiting agency that pairs remote work with top-tier talent. We help individuals from around the world connect with great companies that are looking for their specific skill set. Our mission is to provide great jobs to talented people, no matter where they are located. About Our Clients Our client is a fast-growing direct-to-consumer (DTC) e-commerce business operating in the health and wellness space. The company builds and scales consumer brands through a strong focus on customer understanding, product quality, and performance-driven marketing. Having reached eight-figure annual revenue early in its journey, the team is now focused on strengthening backend operations, improving customer experience, and building scalable systems to support continued growth. They are looking for a Head of Retention to take ownership of the customer experience after purchase and ensure operational excellence as the business scales. It is not a traditional corporate role with established processes. The right candidate will bring structure, clarity, and execution to a growing operation. This role is best suited for individuals who thrive in high-ownership environments and are motivated by building systems, solving complex operational problems, and directly impacting business performance. Responsibilities - Own and optimize the post-purchase customer experience, ensuring fast, high-quality, and personalized support - Identify and eliminate operational inefficiencies that lead to refunds, chargebacks, and customer dissatisfaction - Build and implement scalable systems and workflows, leveraging AI to improve speed and efficiency - Lead hiring and development for customer support and operational roles - Establish and maintain knowledge systems and documentation to support team scalability - Monitor and improve subscription health and retention performance - Collaborate with fulfillment partners to ensure consistent delivery performance and customer satisfaction - Coordinate cross-functionally with marketing and product teams to ensure smooth product launches and backend readiness - Track and improve key metrics such as refund rate, chargeback rate, and customer satisfaction scores - Transition the business from reactive issue management to a proactive, system-driven operating model

Role Description IT Service Ownership for SWIFT Alliance Gateway USA Service Owner having full responsibility for the US SWIFT Infrastructure and Products. Collaborate with key stakeholders to define the technology strategy that aligns with the business goals of the bank. - Responsible for managing a small team of cross functional engineers located across Buffalo and India. - Driving down costs through automation, less TOIL and efficient use of Infrastructure. - Evaluating the SWIFT product and services from functional and non-functional perspective. - Responsible for delivering change program as per the annual Book of Work. - Collecting resource and cost estimates, establishing baseline budgets, and securing approvals from the Program Steering Committee. - Tracking expenses against approved budgets and providing monthly progress reports to stakeholders. - Conducting revenue projections to support business cases, identify cost savings, and optimize resource allocation. - Responsible for the budget management and reporting for SWIFT Alliance Gateway USA. - Identifying and managing risks, dependencies, and compliance requirements throughout the service lifecycle, ensuring all functional and regulatory standards are met. - Performing periodic risk assessments, enforcing HSBC’s Enterprise and Operational Risk Management Frameworks, and maintaining robust control documentation. - Participating in audits and implementing all security and data privacy controls as per compliance standards. - Leading program governance forums, project kickoff meetings, and project status updates, and facilitating cross-team collaboration. - Defining and executing a detailed communication plan, including escalation protocols and risk communication. - Maintaining strong working relationships with cross-functional teams, vendors, and resource managers, ensuring alignment with project goals. Telecommuting permitted up to 100% from anywhere in the US. Full time employment, Monday – Friday, 40 hours per week. Pay Range: $153,317.00 to $163,317.00 per year. Qualifications - Bachelor’s degree in Computer Engineering, Electronic Engineering or a related field. - 7 years of progressive, post-baccalaureate related work experience. Requirements - 7 years of experience in cross border high value payment processing systems and methodologies. - 7 years of experience in configuring and managing SWIFT Products, including SWIFT Alliance Gateway (SAG), SWIFT Net Link (SNL), and Hardware Security Module (HSM). - 7 years of experience in Java, IBM MQ, and WebSphere Application Server (WAS). - 5 years of experience in production support for SWIFT products. - 2 years of experience in IT Service Ownership for Mission Critical Payment Systems, managing the safety, security, resilience, and availability of IT services. - 2 years of experience in backlog prioritization, escalation processes, and risk management for US SWIFT Applications. - 2 years of experience in vendor contract management for critical financial market utilities, specifically with SWIFT. - 2 years of experience in financial management for SWIFT projects, including providing resource estimates and analyzing monthly finance reports. - 2 years of experience in project management for SWIFT projects, including creating project plans and milestones. - Experience with Jenkins and GitHub, including automating deployment processes for SWIFT services. - Experience with Agile methodologies and running projects in sprints using JIRA and Confluence. Benefits - Competitive Total Reward Package, with an appropriate mix of fixed pay and variable pay. - Discretionary, annual awards (sometimes referred to as a “bonus”). - Robust Wellness Hub in a welcoming, diverse, and inclusive work environment. - Access to tailored professional development opportunities. - Industry-leading volunteerism policy and a generous matching gift program. - Comprehensive program of immersive Sustainability and Climate Change Initiatives. - Employee Resource Groups for networking and development.

• Apply business process reengineering methodologies to streamline operations, reduce complexity, and improve efficiency. • Develop implementation checklists, execution trackers, and process improvement plans. • Support coordination of organizational changes and facilitate cross-functional integration across VHACO and VISNs. • Monitor progress toward Full Operating Capability (FOC), track key performance indicators (KPIs), and contribute to post-implementation reviews and continuous improvement recommendations.

• Serve as the primary subject matter expert for assigned SOX business processes and provide guidance to support compliance with SOX requirements. • Partner with the IT SOX PMO to assess new systems, applications, and related controls for compliance readiness. • Assist with the annual SOX risk assessment by helping evaluate process risks and control coverage. • Monitor emerging risks and update controls, documentation, and process expectations as business needs change. • Coordinate and lead SOX business walkthroughs with control owners and cross-functional stakeholders. • Develop and maintain control documentation, including process narratives, flowcharts, and risk and control matrices. • Assess control deficiencies and work with management to develop, implement, and track remediation plans. • Collaborate with leaders across Finance, Operations, Legal, HR, Sales, Engineering, and IT, as well as internal and external auditors, to support an effective SOX audit process and identify automation opportunities within the SOX environment.