Leads Koalafi’s entire engineering organization, setting technical strategy, owning execution, architecture, data platforms, modernization, reliability, budget, and talent development. Partners with executive and cross-functional leaders to connect engineering decisions to growth, customer experience, efficiency, and risk. Drives hands-on AI adoption across engineering and the broader business, converting experiments into measurable outcomes. Oversees engineering leaders, organizational development, secure systems, delivery excellence, and long-term technology investment.

Owns external partner and merchant integrations from discovery through launch and production support. Designs integration paths, guides partner developers, validates implementations, troubleshoots issues using observability and technical tools, and coordinates with Engineering, Product, and Sales. The role also improves integration processes, documentation, ticketing, partner communications, and automation opportunities while translating complex technical concepts for external partners.

Provides non-phone customer and operational support through email, direct mail, faxes, and internal tickets. Resolves account issues, disputes, and chargebacks; posts payments accurately; conducts call quality assurance; follows regulated processes and compliance timelines; and identifies process improvements while managing multiple responsibilities independently.