Manager, Partner Solutions

Description

As Manager of the Partner Solutions team, you will lead the Partner Success Specialists to ensure a positive and efficient experience for both our partners and merchants throughout their engagement with Stax. You are responsible for the effective resolution of Underwriting and Risk items, identifying trends or pain points to develop better solutions, monitoring KPIs and ensuring the best possible experience for our customers. You will work hand-in-hand with the Director of Partner Solutions. 

Key Responsibilities & Objectives

• With minimal guidance, effectively lead daily operations within the team by providing coaching and ensuring accountability to ensure business goals are met
• Foster an environment that encourages problem solving and process improvement. This includes ensuring all participants are trained on problem solving methodology and tactics.
• Act as an escalation point across the Partner Solution team
• Create, maintain and monitor internal reporting to ensure adherence to team SLA’s and KPIs
• Work with peers and leadership to identify trends and counter measures by reviewing performance metrics on a regular basis
• Collaborate with various cross functional teams (Underwriting, Risk, Product, etc.) to develop best practices, better processes and ensure both company and team goals are being met
• Represent the Partner Solutions team on various business projects as needed
• Monitor, review and coach the team on issues as they arise (underwriting, risk, service related, etc.) providing guidance to team members on how to resolve 
• Efficient and effective communication with partners and merchants to guarantee prompt resolution of their inquiries or issues
• Act as one of the main points of contact in the event of an escalation for our partners and merchants at Stax
• Develop team member knowledge, skills, and abilities to equip them to effectively and creatively diagnose and respond to issues independently
• Identify knowledge gaps and ways we can improve internal and external processes, working towards better training documentation
• Be the “Voice of the Partner” by coordinating troubleshooting efforts across multiple teams to provide a full end to end solution
• Effectively manage training and motivating the team, including hiring and retaining talent
• Use expertise to build strong healthy relationships with customers
• Be an expert in all Stax products and troubleshooting
• Continue to develop leadership skills by attending ongoing training provided by management as well as outside training
• Give accurate direction and support to team members to facilitate successful completion of organization’s targets and performance goals
• Assist Director of Partner Solutions with other tasks and duties as assigned

Requirements

• 2+ years of customer-facing, managerial experience in Operations Management (customer support, customer implementations, etc.)
• 2+ years of experience in the payments processing industry 
• Excellent communication skills, working with both internal and external stakeholders
• Ability to work under pressure in fast-paced environment and prioritize workload
• Comfortable with standard business software (Microsoft Office, Google, etc)
• Strong attention to detail
• Solution oriented with the ability to think strategically and creatively in decision making
• Strong work ethic
• Coachable and able to take direction and feedback well, yet being forward thinking to challenge the status quo
• Strong organizational and time management skills
• Commitment and self-motivation to work within deadlines with minimum supervision
• Strong relationship-builder
• Deeply analytical by nature, questioning that which cannot be proven
• Forward thinking; able to evaluate processes and suggest improvements