“Retention is the product of every interaction the merchant had before they needed to renew.”
Jodie Forde, Global Operations Lead
- 01
Describe the most significant change to your role in 2025.
Running global operations used to mean flying between regions to understand what was actually happening on the ground. Now I have a unified view through agent dashboards that aggregate regional performance, escalation patterns, and capacity signals across time zones. The information asymmetry between regions collapsed. I can see where the system is breaking down and route the right resource before the regional lead even files a report.
- 02
What does a typical week look like when agents are actually in the loop?
I start every morning with what the agents flagged overnight across our global operations footprint. Anything that crosses a threshold I defined — SLA variance, activation backlog, merchant escalation volume — gets routed to my dashboard. I make the call on what needs my attention versus what routes to a regional manager. The rest of my week is designing the next generation of those thresholds and the interventions they trigger.
- 03
What do you wish you'd known before joining?
That global here really means global. I work across six time zones actively and the operational edge cases compound across regions. If you're used to domestic operations where the context is homogeneous, the complexity of different merchant markets, regulatory environments, and local team dynamics takes real adjustment. But you build intuition fast because the feedback loop is immediate.
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Building across engineering, product, data, sales, ops, finance, and people. Every role is an Operator role.
We get people offline through quality local experiences at great value. That's still the mission. Everything above is what it takes to deliver it in 2026.