Manager, Client Delivery Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead a team of technical and professional staff in executing client-oriented card processing projects, conversions, configurations, solution setups, and quality assurance testing.

• Define the requirements and processes necessary for enhancements and new products/services across processing systems and subsystems.

• Manage client projects, including strategic conversions and product implementations, and serve as the escalation point for critical issues.

• Provide management leadership and supervision by utilizing standardized project management processes, tools, and best practices.

• Oversee configurations of debit and credit platforms across multiple vendor processing platforms, ensuring alignment with client requirements, SLAs, and change management practices.

• Direct project implementation staff and deploy cross-functional teams to achieve successful implementations.

• Supervise system requirements, project plans, technical procedures, conversions, and complex mergers.

• Forecast resource needs, recruit, develop, and allocate resources based on project priorities.

• Establish project management principles, timelines, workflows, accountability, and inter-departmental communication.

• Promote operational efficiencies and process improvements while supporting strategic planning and the execution of strategic projects.

• Monitor change events, address project issues and delays, and maintain updates on processing-system changes.

• Ensure adherence to project management processes and identify opportunities for continuous improvement.

• Attend offsite meetings at client, Velera, and partner-vendor locations as required.

• Provide presale support, consulting, presentations, and ad hoc technical assistance.

• Maintain KPIs and OKRs, offering after-hours on-call support for installations as necessary.

• Collaborate with senior leadership and Go-To-Market teams on objectives, initiatives, impacts, and resource estimates.

• Establish performance standards, reports, procedures, and ensure SLA compliance.

• Evaluate project requirements, schedules, risks, dependencies, priorities, and resource needs.

• Manage relationships with internal/external stakeholders and vendors.

• Oversee testing and issue resolution for product releases and unexpected implementation outcomes.

• Hire, coach, mentor, evaluate, develop, and manage staff, including performance, compensation, and employment actions.

• Direct employee engagement action plans and ensure responsibilities meet departmental standards.

• Perform other duties as assigned.

⛳️ Requirements

• Bachelor's Degree in a related field and/or a combination of relevant experience and education is required.

• A minimum of eight (8) years of experience in the credit/debit card and/or financial industry is required, including five (5) years in client project and/or conversion-related roles.

• Five (5) years of management experience is preferred.

• Familiarity with card processing systems is preferred.

• Proven ability to lead large cross-functional teams and engage effectively with senior leadership, both internally and externally.

• Proficient in analyzing and assessing business impacts.

• Strong presentation skills and comfort in presenting to all levels of leadership.

• Capable of problem-solving and removing barriers.

• Ability to meet objectives within established timelines.

• Skilled in leading team members in the planning, tracking, and implementation of complex projects while managing multiple priorities and deadlines.

• Understanding of Six Sigma and project management best practices.

• Comprehensive knowledge of the card payment industry, processing systems, and/or related in-house applications.

• Proficient in interpreting legal/compliance contractual requirements and implementing them within agreements.

• Demonstrated analytical and quantitative abilities.

• Proficient in Microsoft Office Suite, including Word, Excel, PowerPoint, and Teams.

• Willingness to travel up to 50% or as needed.

• Ability to maintain confidentiality of materials handled.

• This position is currently not eligible for sponsorship.

🏝️ Benefits

• Competitive wages

• Medical with telemedicine

• Dental and Vision

• Basic and Optional Life Insurance

• Paid Time Off (PTO)

• Maternity, Parental, Family Care

• Community Volunteer Time Off

• 12 Paid Holidays

• Company Paid Disability Insurance

• 401k (with employer match)

• Health Savings Accounts (HSA) with company provided contributions

• Flexible Spending Accounts (FSA)

• Supplemental Insurance

• Mental Health and Well-being: Employee Assistance Program (EAP)

• Tuition Reimbursement

• Wellness program

• Remote-first, flexible environment

• Psychological safety, wellbeing, and belonging