.We are seeking a dynamic, self-motivated Technical Program Manager to lead high-impact projects within the Operations team.
This highly visible role requires a strong sense of ownership, urgency, and the ability to drive merchants through Implementation to Production seamlessly, ensuring they begin processing their transaction volume on our platform within the first week of going live.The ideal candidate will thrive in a startup environment, demonstrating flexibility and creativity in problem-solving.
They must be adept at managing complex projects, navigating ambiguity, and influencing cross-functional teams to deliver results efficiently.
This is a hands-on role that demands proactive engagement with both merchants and internal teams.Key Responsibilities:Ownership of Merchant Journey: Take full responsibility for the merchant journey from Implementation to Production, ensuring a successful transition and that merchants are actively processing payments within 10 days of going live.Cross-Functional Collaboration: Build strong partnerships with Operations, Solutions, Engineering, and Product teams to remove roadblocks and drive merchant success.Proactive Escalation Management: Anticipate potential issues and work closely with external partners and merchants to resolve escalations promptly, preventing delays in the go-live process.Strategic Customer Management: Act as the primary contact for Strategic/Enterprise customers, ensuring a seamless experience from contract signing to handover to support.Process Optimization: Identify inefficiencies in onboarding and implementation processes, introducing innovative solutions to improve speed and effectiveness.KPI-Driven Focus: Develop and track key performance indicators related to merchant onboarding, go-live success, and transaction processing to ensure continuous improvement.Ad-Hoc Project Support: Lead and support additional projects within the Operations team that align with the strategic goals.Qualifications:Startup Experience: Demonstrated ability to thrive in a fast-paced, dynamic startup environment, with a proven track record of adapting to changing priorities and delivering results.Technical Background: Minimum 2 years experience in a technical role and 2+ years in project management, ideally within a technical operations context.Process-Oriented: Strong process mapping skills, with a focus on driving operational efficiencies and delivering seamless experiences for merchants.Communication & Influence: Exceptional communication skills, with the ability to persuade and influence cross-functional teams and stakeholders to achieve common goals.Self-Starter: A proactive individual who takes ownership of projects, drives initiatives, and follows through on commitments without requiring constant direction.Tools Proficiency: Experience with Zendesk, HubSpot, Salesforce, Monday, and other tools relevant to technical program management