We're on a mission to reimagine B2B and B2C payouts (disbursements) by making them faster, safer, and more accurate - and we need best-in-class talent to continue to build out our platform to transform payouts and commercial banking.  As the Technical Operations Lead, you will be a key team member focused on further developing and deploying our cloud based and intelligent multi-rail payout platform.  This platform enables businesses to make all their payouts through a single seamless experience that engages and verifies their payees and simplifies the end-to-end payout process for businesses.  You’ll be challenged to discover and inspire innovative solutions that address the needs of businesses and banks as they seek to deliver faster, safer payouts.  You’ll be part of a cross functional team that translates vision into timely and accurate customer engagement in partnership with all members of the company.  The Tech Ops Lead will work hand in hand with engineering, data science and the executive teams to drive this transformational platform and provide critical technical and project management support.  Given the strategic nature of the team, all team members will be expected to present to and influence senior leadership on a regular basis.

• Create goal-driven program plans and provide direct oversight of assigned client and client customer engagements;
• Along with Customer Success Team, understand the client and their customer’s needs and best determine how our platform is to be configured to meet those needs. This will involve:
  • Understanding client / client customer use cases;
  • Learning their industry, business trends and applicable new and emerging technologies
  • Work with clients to define and document stakeholder's business requirements and develop solution strategies
• The Onboarding Squad, develops new methods and procedures for configuring and deploying customers quickly and securely to improve the overall “Time to value”
• Collaborate with other squads and functional leads to continuously improve our internal operations and processes; Provide hands-on technical solutions as a subject matter expert and manage team with the ability to guide, direct and lead technical discussions to resolve technical issues and problems
• Collaborate extensively with peers to complete service deliverables; provide excellent client communications and responsive follow through on all issues, actions and escalations
• Contribute to a growing knowledge network of best practices and methodologies that improves the effectiveness of our team and the information available to our clients
• Ensure a high degree of retention for a defined customer portfolio by providing ed services related account management; identify account risks and define mitigation plans as needed
• In addition to the customer onboarding activities, this role will also assist in deploying and maintaining key back-office infrastructure to include but not limited to:
  • Testing and deployment of new software to help support business needs
  • Keep abreast of key technology trends and evangelize the use of those technologies by the organization to include assisting with training as needed.

• Bachelor's Degree with Project Management Planning / Facilitation (7-8 years’ experience) OR IT / Engineering Management experience in a SaaS environment (10+ years) with a focus on project-based work
• Passionate about working directly with customers (both internal and external) and meeting high-quality deliverables; a natural, credible evangelist who is experienced in translating that passion into business impact for customers
• Experience in managing strategic projects and programs
• Self-starter and ability to thrive in a fast-paced environment
• Analytical and detail-oriented
• Strong prioritization, organization, and project management skills
• Exceptional verbal and written communication to effectively communicate with Sr. IT, Program Managers, Product Mangers, Payment Specialists, VP/C-level executives as well as front line users
• Strong presentation skills
• Ability to conceptualize new solutions - be creative, not constrained by traditional methods/solutions
• Ability to work with individuals at varying levels of technical knowledge in a complex environment and resolve issues
• Ability to initiate and lead conversations with both internal and external teams
• Comfort in an environment that tests your adaptability and agility
• Ability to take ambiguous situations and apply a structured framework to get to a shared conclusion
  
  

Preferred Qualifications

• Ability to independently identify, investigate and develop solutions to problems (business, operational and ideally technical).
• Ability to manage multiple projects/initiatives to meet predetermined deadlines, setting direction for and ensuring the success of all prospect engagements.
• Ability to function independently, with minimal supervision, setting direction communicating effectively with internal and client stakeholders, and enlisting help as needed.
• Ability to establish friendly, professional, and cooperative relations with internal and external contacts.
• Organizational Skills (strategic thinking, goal setting, business metrics driven, time management, etc.).