We are seeking a dynamic, self-motivated Technical Program Manager to lead high-impact projects withinthe Operations team.
This highly visible role requires a strong sense of ownership, urgency, and theability to drive merchants through Implementation to Production seamlessly, ensuring they beginprocessing 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 inproblem-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 demandsproactive engagement with both merchants and internal teams.
Key Responsibilities: Ownership of Merchant Journey: Take full responsibility for the merchant journey fromImplementation to Production, ensuring a successful transition and that merchants are activelyprocessing 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 externalpartners and merchants to resolve escalations promptly, preventing delays in the go-live process.Strategic Customer Management: Act as the primary contact for Strategic/Enterprisecustomers, 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 merchantonboarding, go-live success, and transaction processing to ensure continuous improvement.Ad-Hoc Project Support: Lead and support additional projects within the Operations team thatalign 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 projectmanagement, ideally within a technical operations context.Process-Oriented: Strong process mapping skills, with a focus on driving operational efficienciesand delivering seamless experiences for merchants.Communication & Influence: Exceptional communication skills, with the ability to persuade andinfluence cross-functional teams and stakeholders to achieve common goals.Self-Starter: A proactive individual who takes ownership of projects, drives initiatives, and followsthrough on commitments without requiring constant direction.Tools Proficiency: Experience with Zendesk, HubSpot, Salesforce, Monday, and other toolsrelevant to technical program management.
Ideal Candidate Traits: Sense of Urgency: A high-energy individual who understands the critical nature of gettingmerchants to production quickly and is relentless in driving toward that goal.Creative Problem-Solver: Flexible in approach, capable of finding innovative solutions tocomplex problems, and not constrained by rigid project management methodologies.Result-Oriented: A track record of delivering key outcomes and a relentless focus on achievingdefined KPIs related to merchant success and platform adoption.
Communication Skills: 1.
Communicate Effectively: Convey information clearly and concisely, ensuring timely communication with all relevant stakeholders.
2.
Foster Teamwork: Work collaboratively with internal teams to set and achieve shared goals, resolve challenges, and make decisions that enhance the company's effectiveness.
3.
Lead by Influence: Guide cross-functional teams towards achieving desired outcomes, using influence rather than authority.
4.
Drive Decisions: Provide senior management with actionable insights to facilitate swift decision-making and drive projects forward.
5.
Organize & Plan: Develop work schedules, monitor progress, and adjust plans as needed to ensure project milestones are met.