Sr. Manager, Customer Enablement

Come build the next-gen fintech at Early Warning, network operator of Zelle®, where we're relentlessly focused on empowering prosperity in all its forms.

From fast money movement for over 100 million people who can access Zelle® directly through their banking app to new account opening and beyond - we make a difference in the lives of consumers and businesses every day and enable them to live their best financial lives. And we're only getting started.

With new state-of the-art offices in Scottsdale, AZ (Headquarters) and Chicago, IL - plus a growing presence in San Francisco - we're entering our next big chapter. We focus all hiring efforts in a few states and within driving distance of an office location to enable in-person collaboration when and where possible. Priority hiring locations are Scottsdale, AZ, Illinois, NY tri-state metro area (New Jersey, New York and Connecticut) and San Francisco, CA. On exception we will hire in secondary locations such as District of Columbia, Florida, Georgia, Maryland, Nevada, North Carolina, South Carolina, Texas and Virginia. We are not actively recruiting in Colorado, Rhode Island or Washington.

People matter to us, so we think our best work is done when we're together, in-person. From informal interactions, to sharing ideas, to mentoring and beyond. We also believe in workplace flexibility and empowering teams to determine the rhythm of work to create an inclusive culture. Through the power of innovative collaboration, we offer hybrid and (when necessary) virtual ("remote") workplace models.

Join us and make your mark on what's next in fintech.

*Applicants must be authorized to work for any employer in the United States. We are unable to sponsor an employment Visa for this position.

Overall Purpose

This position leads a team focused on the initial onboarding and continuing support of our customers as it relates to the use of our products and services. Utilizes metrics to measure quality and timeliness goals while continually looking to reduce customer friction points. Identifies trends and recurring themes with our customers and shares broadly across internal partners and leaders. Selects, develops and evaluates personnel to ensure a customer obsessed team is continually improving our level of service and customer experiences.

Essential Functions

• Leads a high performing team of seasoned financial industry professionals to introduce our customers to our products and services and resolves any customer requests
• Ensures team members have the necessary skills, direction and support to work independently and to maintain active progress on multiple projects.
• Manage complex customer issues, drive decisions to facilitate projects, and clear road blocks. Escalate and manage issues and negotiate compromises with other organization leaders and customers as needed.
• Identifies process improvements and drives operational efficiencies to increase employee capacity.
• Identifies proactive insights of customer behavior and shares opportunities to improve their experience / satisfaction with the appropriate stakeholders.
• Drives customer and internal engagement to proactively provide status updates and obtain feedback for opportunities to improve.
• Provides insights towards the ongoing certification and review of the quality of furnished data.
• Leads the engagement of network certification activities as it relates to our customers and network rules.
• Performs quality assurance routines to confirm adherence to SLAs and customer satisfaction goals while ensuring the department is in compliance with internal policies and procedures.
• Manages the support of all customer incoming calls, emails or other social media platforms and ensures their resolution. Manages team responses to ensure consistent, thorough communication until issue is solved or complaint is adequately resolved.
• Manages customer communication and escalations for root cause analysis and system/product changes. Handles and responds to customer escalations when beyond the skill/knowledge of CSMs. Manages customer escalations taken on by CSMs to ensure resolution and adequate response.
• Works with sales to understand and negotiate through billing and contractual challenges specific to each customer.
• Supports the company's commitment to risk management and protecting the integrity and confidentiality of systems and data

Minimum Qualifications

• Education and experience typically obtained through completion of a Bachelor's Degree in Business Administration, Operations Management or related field.
• Ten or more years of industry-specific experience in bank operations management, fraud / loss avoidance, risk management, identity management / authentication or related fields.
• Proven success in driving high level of client satisfaction
• Results Driven / Delivers success before or ahead of schedule
• Strong written / verbal communication - able to clearly present to Clients / Functional Business Leads / Executives
• Heavy organizational skills - successfully managing pipelines of multiple strategic / channel customers with proactive updates to core stakeholder
• Able to perform moderate data analytics (product inquiry - responses comparison)
• Deep Financial Industries Acumen - understands our customers / their use cases / how our products provide solutions
• Intellectually Curious - seeks to expand knowledge base, retain and share broadly through communication or repositories
• Experience in managing project teams across multiple product solutions.
• Proven Project Management experience which includes leadership skills required to manage multiple projects concurrently, and proficiency with prioritization, organization, problem solving skills and has strong analytical aptitude.
• 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.
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Manages standard projects with a focus on exceeding SLAs
• Exemplary verbal and written communication skills, with proven success managing external client relationships.
• Willing to travel to customers or other locations when necessary.
• Background and drug screen.

Preferred Qualifications

• Financial services / banking experience, especially with payments / DDA systems
• Experience with both waterfall and agile approaches to project management
• Professional services / consulting experience.
• Additional related education and/or experience preferred.

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.

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.

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 - Unlimited 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.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can 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.