Product Operations Supervisor

Description

Position Summary:

Trains and supervises employees, including day-to-day supervision, assigning workloads, arranging work schedules to ensure adequate coverage is maintained in the office, monitoring and submitting attendance entries, monitoring staff performance levels and conducting performance evaluations. Display the ability to work closely with development, sales and service partners. Excellent problem-solving, communication, and interpersonal skills, along with patience, and a positive, customer-friendly attitude. The ability to work in a team environment and independently is required.

Responsibilities:

Assists with interviews and selecting candidates to hire in the department.

Identify improvements in efficiency, quality and productivity and implement processes to improve.

Monitor performance of employees and coach accordingly.

Ensures accurate and timely responses to email communications and maintenance workload.

Monitor and make adjustments to demands in the phone queue through staffing assignments to cover peak call times.

Handle escalated issues and assist support staff with escalated or more difficult issues. Performing root cause analysis on these items to identify future product/service enhancements for prioritization.

Complete and deliver performance reviews

Work with HR and Product Ops Management on employee disciplinary actions, employee moves, etc.

Responsible for the coordination/documentation of new processes and product changes.

Working Conditions:

Work is performed in a normal office environment. Overtime may be required based on department needs.

Qualifications:

• Knowledge: In-depth knowledge of the Bankcard industry as a whole. Working knowledge of the industry rules and regulations. Position utilizes knowledge typically associated with a four-year degree or a combination of formal training and relevant work experience. Operations experience is a plus but not required.

• Experience: At least 2 years experience in the bankcard industry with emphasis on customer satisfaction.

• Skills/Aptitudes: Excellent verbal and written communication skills; strong interpersonal and leadership skills; solid computer skills, high level of problem-solving skills and the ability to set short-term direction. Competent to work on most complex projects and to assist with multiple projects simultaneously.

• Ideally: Basic understanding of Semi Integrated Peripherals and how the payment cycle flows while utilizing one.

• General understanding of the benefits of a Semi Integrated Peripheral.

• Basic understanding of EMV transactions and the security of those.

• Experience with Portico Gateway and Webtops, UDS experience is beneficial.

• General understanding of a products lifecycle from development, to beta, to production

• Experience with SIPs (PAX, HPA, Wisecube, C2X, Equinox, UPA, UIC) is beneficial but not required

Level: Works under limited supervision; work has a moderate amount of variability; encounters problems that require analysis of several factors to solve.

Disclaimer:

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of responsibilities, duties and skills required of personnel so classified. Nor are such responsibilities, duties and skills static; changes will occur over time.