Manager, Client Delivery Experience – Output Solutions and Commercialization

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

📋 Description

• Lead a team of technical and professional staff in delivering card processing projects, including conversions, parameter configurations, solution setups, and quality assurance testing.

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

• Manage client-facing project management and technical teams, deploying cross-functional teams as necessary.

• Oversee the definition of system requirements, project plans, technical procedures, conversions, and complex mergers.

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

• Establish principles of project management, including workflows, timelines, and accountability measures.

• Promote efficiencies in operations and pursue process improvements.

• Develop and implement operational plans for the department along with strategic projects.

• Monitor change events and address any issues or delays that may impact project completion.

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

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

• Provide pre-sales support, consulting, and presentations to senior client management.

• Maintain Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs) to ensure high-quality project delivery.

• Offer after-hours on-call support for project installations when necessary.

• Stay informed about industry best practices, data mining, reporting tools, processing platforms, and technological capabilities.

• Collaborate with senior leadership and Go-To-Market teams.

• Establish performance standards, reports, and procedures that align with contractual obligations and Service Level Agreements (SLAs).

• Analyze project requirements, schedules, risks, dependencies, and resource needs.

• Manage relationships with internal, external, and vendor stakeholders.

• Oversee testing processes and issue resolution for new product releases.

• Address unexpected issues related to project or solution implementations.

• Lead, coach, mentor, evaluate, and develop staff while managing hiring, promotions, compensation, counseling, and terminations as needed.

• Direct staff action plans to enhance engagement and ensure adherence to departmental standards.

• Perform additional duties as assigned.

⛳️ Requirements

• Bachelor's Degree in a related field and/or an equivalent combination of 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 at least five (5) years in client project and/or conversion-related roles.

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

• Working knowledge of card processing systems is preferred.

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

• Capability to analyze and evaluate business impacts.

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

• Strong problem-solving abilities and capacity to eliminate obstacles.

• Proven ability to meet objectives within set timelines.

• Experience in planning, tracking, and implementing complex projects while managing multiple priorities and meeting deadlines.

• Understanding of Six Sigma methodologies and project management best practices.

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

• Ability to read and interpret legal and compliance contractual requirements.

• Demonstrated analytical and quantitative capabilities.

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

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

• Ability to maintain confidentiality.

• 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 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, well-being, and belonging