Quality and Service Manager

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

📋 Description

• Act as the main point of contact between internal business stakeholders, field operations, clients, and external suppliers.

• Collaborate with Sales, Customer Care, Training, IT, and Branch Operations on customer onboarding, process enhancements, operational readiness, and service improvements.

• Create, maintain, and disseminate Standard Work Instructions, operational procedures, training materials, and communications for the field.

• Lead initiatives across functions involving system improvements, testing, implementation, training, and change management.

• Oversee the Product Support Salesforce queue and manage issue resolution across vendors, banking partners, internal teams, and field operations.

• Serve as the primary relationship manager for significant vendors, including FIS, G&D, and Cummins.

• Track vendor performance, service-level agreements, and escalations, applying corrective measures as necessary.

• Supervise asset tracking, service reporting, and vendor performance metrics.

• Evaluate operational trends, customer feedback, and support data to uncover areas for improvement.

• Maintain relationships with stakeholders and partners to foster collaboration, accountability, and ongoing improvement.

• Assist with strategic projects and operational initiatives from planning through execution, ensuring successful implementation and adoption.

⛳️ Requirements

• Bachelor's degree in Business, Operations Management, Communications, or a related field is preferred; or equivalent experience.

• A minimum of 3 years of experience in operations, customer support, vendor management, project management, or similar roles.

• Excellent communication and stakeholder management abilities.

• Proven experience working with cross-functional teams and managing multiple priorities.

• Proficient in Microsoft Office applications.

• Experience in banking, financial services, cash management, or operational settings.

• Knowledge of vendor management and SLA oversight.

• Experienced in project management.

• Skilled in developing operational procedures, training, or process documentation.

• Familiarity with Salesforce, FIS, or similar operational platforms.

• Experience with Lean, Six Sigma, or continuous improvement methodologies.

🏝️ Benefits

• Ability to work from home.

• Equal opportunities for participation and growth.

• Ongoing learning and professional development opportunities.

• Reasonable accommodations during the hiring process.

• A drug-free workplace.