Miwako Ota
Director, Client Success @Worldpay
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WORK HISTORY
Director, Client Success @Worldpay
San Francisco, CA, US
Senior leader responsible for scaling global Client Success operations, escalation management, and operational excellence in complex B2B payments environments.* Lead and scale global Client Success operations supporting large enterprise ecommerce clients within a 24/7 support model.* Trusted senior escalation owner for high-impact, high-risk client issues; regularly engaged by VPs and Directors to stabilize situations and protect customer relationships.* Established and scaled a formal Quality Assurance (QA) program, driving data-informed coaching, accountability, and continuous service improvement.* Partner with Sales and Solution Consultants to identify expansion opportunities, distinguish product issues from education gaps, and support renewal readiness.* Represent the global Client Success perspective in post-incident reviews, ensuring customer impact informs remediation and prevention efforts.
EDUCATION
California State University - East Bay
Applied Anthropology Graduate Course Work
California State University, Fullerton
BA, Anthropology
SKILLS
ABOUT MIWAKO OTA
I lead enterprise Customer Experience and Support organizations through complexity, transformation, and scale.With 10+ years in global payments and B2B technology, I specialize in building and optimizing high-performing support functions that protect revenue, stabilize risk, and improve customer outcomes. My work spans global 24/7 delivery models, executive escalations, operational redesign, quality governance, and large-scale change initiatives.I thrive in high-stakes environments where cross-functional alignment, disciplined execution, and clear leadership are required to navigate ambiguity and drive measurable impact.I’m especially motivated by global fintech and payments platforms where scale, compliance, and customer experience intersect — and operational discipline directly impacts revenue and trust.
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