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Manager, Partner Solutions



Orlando, FL, USA
Posted on Friday, July 5, 2024
Job Type

As a Manager for the Partner Solutions team, your role is to provide subject-matter and work performance leadership to the Partner Support team by focusing on the delivery and execution of things like account troubleshooting, reconciliation, and processor-related issues that arise from merchants, external partners, or internal team members. This role is responsible for managing a high-performing team, nurturing partner and merchant relationships by ensuring the highest level of support and being a respected leader within Stax. You’ll act as a support strategist, providing frameworks and solutions to support the growth of our partners and merchant portfolios.

This role is cross-functional in nature and will work closely with Sales, Operations, Product, Engineering, Underwriting, Risk, Account Management, and Finance. You’ll be responsible and accountable for setting the support goals with respect to the sub-merchants and partners your team cares for and leading the efforts to ensure those goals are achieved.

Who You Are

The Manager, Partner Solutions is a team player who is able to provide training and guidance on industry best practices while encouraging innovation with a “hands on” approach. Success in this role will be determined by the velocity, quality and scale the support teams maintain.

Key Responsibilities & Objectives

  • Supports vision and direction of team through long-term planning, aligning goals to team and organizational initiatives, while executing on near-term objectives and milestones
  • Work with team to resolve complex issues, non-standard inquiries, escalations, troubleshoot technical issues and determine workarounds as needed
  • Ensure team members see issues through to resolution in a direction that is appropriate to our commitments to external parties and internal capabilities and expenses
  • Proactively manage partner relationships in tandem with the Account Management team to help achieve agreed upon targets and SLAs, flag trends and escalate high-priority issues
  • Closely monitor and report weekly on key success metrics, flagging notable wins and areas to watch while maintaining internal reporting, organization and enhancing the ticketing system
  • Identify gaps and analyze trends to improve and/or build new internal processes, defining new metrics for success through these changes to measure progress
  • Lead and develop a high-performing team centered on a collaborative culture and a desire to provide the best possible service to all stakeholders while planning for future team and individual growth
  • Work with Team Lead to track individual team members’ performance and take appropriate steps to course correct for equitable, sustainable volume and high customer satisfaction ratings, documenting and tracking progress areas of focus accordingly with HR systems
  • Work with team leaders to ensure adequate staffing levels when balancing projects, incidents, role changes, and planned or unexpected PTO
  • Assists with daily, weekly and monthly reporting from Sponsor Bank and Card Brands to ensure compliance
  • Work with Team Lead, Senior Manager and Vice President of Partner Solutions on identifying tech trends and relaying to Developer team
  • Update and maintain knowledge base with new processes, SOPs and product knowledge
  • Assist Senior Manager of Partner Solutions with other tasks as assigned
  • 5+ years managing / supporting strategic partnerships or channel partnerships
  • Background in payments or FinTech
  • Experience in all aspects of channel support management, including CRM ticketing systems and KPIs
  • Experience working with complex technical partners
  • Experience working on complex projects
  • Excellent problem solving, analytical and decision-making skills
  • Solution­-oriented, with the ability to think strategically and creatively while making decisions
  • Comfortable working with data, pulling and manipulating reports, and learning technical solutions
  • Strong coaching, mentoring and feedback skills
  • Excellent communication and interpersonal skills at all levels
  • Thorough knowledge of APPS policies and procedures
  • Experience working with TSYS is a plus, but not required
  • Shows flexibility and is always goes the extra mile to meet the needs of the business, Partner and client
  • Strong organizational and time management skills
  • Self-starter who is able to meet deadlines and goals with minimal supervision