Technical Implementation Manager - Paze

At Early Warning, we've powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle, Paze, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose

The Technical Implementation Manager is responsible for the management of client implementation projects related to EWS products. Work encompasses the entire project life cycle: onboarding, kick-off, technical support, and ongoing support. Provides technical and non-technical support to Clients and their partners throughout a project and integrates work efforts with Partnership team. Follows established communication and documentation requirements to complete projects and resolution of support inquiries in a professional and timely and cost-effective manner.

Essential Functions

• Delivering Amazing Customer Experience: Responds and provides support for all customer emails and calls; ensures timely and satisfactorily resolution. Proactively responds to customer queries and ensures consistent communication through issue resolution. Document case activity within case management system and handles and responds to customer escalations, involving Manager and internal departments when escalation is required.

• Process Improvement: Serves as subject matter expert in implementation process; provides recommendations to continual improve process efficiency. Stays current on the latest industry technologies, trends and strategies.

• Product Knowledge: Develop an in-depth knowledge of product offerings and technical understanding to support implementations and ongoing support of clients. Works closely with internal team members to understand product features beyond central functionality to help merchants achieve specific business results and maximize product value.

• Project Management: Utilizes and maintains existing task plans on assigned projects. Coordinates project efforts with the customer's project management teams and internal stakeholders and partners. Coordinates technical development testing and certification activities. Drives a strong communication discipline to create transparency and awareness for project milestone status and any risks that may arise.

• Communication: Clearly communicates in verbal and written fashions to provide accurate and timely resolution and updates to required audiences and systems of record. Continually keeps customers, internal partners and department management informed on project status and any potential risks.

• Collaboration: May serve as a technical lead for projects. Manage key internal stakeholder relationships across EWS, including Sales, Product, Engineering, and Operations. Leverage relationships to address product, infrastructure, and operations feedback from clients.

• Support the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Minimum Qualifications

• Education and experience typically obtained through completion of a bachelor's degree in business administration, Operations Management, Computer Science or related field or equivalent work experience

• Minimum 4 years direct experience in related technical or customer support role.

• Demonstrated ability to leverage problem solving skills and appropriate technical tools to perform day-to-day support, root-cause analysis and service management (such as log interpretation and performance monitoring)

• Advanced Experience working on multiple projects concurrently, proficiency with prioritization, organization, problem solving skills strong analytical aptitude with a focus on exceeding SLAs and identifying of risks Follows documented processes and procedures related to routine and recurring support activities. Maintains records of changes, product enhancements, or other customer specific items.

• Excellent interpersonal skills, ability to work as a team member. Exceptional written and verbal skills. Demonstrates the ability to communicate internally and externally at senior levels.

• Experience with: Word, Excel, PowerPoint, Outlook, Salesforce, Jira, Bugzilla

• Strong attention to detail

• Background and drug screen

Preferred Qualifications

• Understanding of the ecommerce and digital payments landscape

• Familiarity with API ecosystem (REST, JSON, XML, Swagger, YAML) and web development technologies to assist Merchant and developers with implementation and debug issues

• Proven knowledge of development languages such as JavaScript, Java, PHP, C#, Objective-C, Swift, Ruby, and Python

• Professional services / consulting experience.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

The base pay scale for this position in:
Phoenix, AZ/ Chicago, IL in USD per year is: $82,000 - $103,000.
New York, NY/ San Francisco, CA in USD per year is: $99,000 - $123,000.
Additionally, candidates are eligible for a discretionary incentive plan and benefits.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate's education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

#LI-AV

Some of the Ways We Prioritize Your Health and Happiness

• Healthcare Coverage-Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

• 401(k) Retirement Plan-Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

• Paid Time Off -Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning - provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

AndSOmuch more! We continue to enhance our program, so be sure tocheck our Benefits page here for the latest. Ourteamcan share more during the interview process!

Early Warning Services, LLC ("Early Warning") considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.

Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify.