• Implementation Solutions Delivery Manager

    Job Locations US-TX-Fort Worth
    Category
    Information Technology
  • Overview

    The Implementation Solutions Delivery Manager will lead the team responsible for managing external partner payment-related software integrations. The role will interface with and support all partner sales channels, business units, and integration product technologies.

    Responsibilities

    • Management of Implementation Solutions Delivery team inclusive of Solutions Delivery Consultants, Test Analysts, and Tier III Support Analysts that are responsible for the implementation of partner integrations involving technical systems, software, and hardware in the payments space
    • Responsible for partner integration projects inclusive of planning, aligning partner requirements with product set & design
    • Coordinates, prioritizes, & directs ISD team resources to meet business needs & partner timelines
    • Ensures the ISD team maintains clear documentation on each integration project inclusive of payment processing design document, Salesforce case management, Integrations Pipeline and other reporting
    • Provides leadership to projects, outlining responsibilities, resolving all issues & barriers
    • Collaborate within the organization/cross-functional teams and ensure compliance to all client/sales requirements
    • Provide appropriate training to clients and to ensure efficient implementation of all systems/products
    • Evaluates process and procedures to continue a streamlined process for both the organization of adopting new partnerships and for the partner integrating into First American
    • Manages ongoing communication of integrations project status and any escalating issues
    • Maintains & manages ISD team member performance metrics program designed to drive scale and efficiency
    • Serves as a conduit into Development & Quality Assurance (SDLC) prioritization planning on behalf of partners

    Qualifications

    • Minimum of 5 years direct team leadership & change management in the payments industry
    • Minimum of 5 years of hands-on experience using project management methodology and processes
    • Minimum of 3-5 years experience in a customer or external-facing support role
    • Effective verbal and written communication at multiple levels of the organization from executives to front-line
    • Exceptional organizational skills, as the majority of the time you will be coordinating tasks, directing resources and staying aware of all aspects of the project for your own projects and the teams project in each of their queues.
    • Communication skills need to be at the highest level, as the leader of the team you must convey project status in lay terms, in addition to communicating goals and tasks within the organization.
    • Strong troubleshooting skills & risk analysis as the manager is responsible for detecting issues that threaten or delay the timeline or impact to sales.
    • Strong multitasking skills are required
    • Able to consume quantities of information quickly, decipher the information and make an informed decision based on others input and personal experience.
    • Working knowledge of change management and ITIL
    • Working knowledge of SCRUM/agile
    • Working knowledge of C#, JSON,XML,APIs,SDKs
    • Working knowledge of CRM tools, issue logging tools and Microsoft Suite ( including but not limited to Teams, OneNote, Sharepoint, Planner)
    • Experience with Salesforce or similar workflow management & reporting tools
    • Preferred:
      • Experience negotiating contracts and managing vendor relationships
      • Experience with EMV certifications or transaction flows

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