Senior Manager, Integration & POS Services

Job title: Senior  Manager, Integration & POS Services
Reports to: VP, Customer Care

Department: Customer Success

Location: Alpharetta, GA or Remote

Grade: 18

About Priority: 

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achieve this through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The Senior Manager of Integration & POS Services (IPS) is responsible for leading a centralized technical and operational support organization focused on integrated payment onboarding, POS support, gateway support, partner escalations, and operational excellence.  This role oversees a team responsible for supporting integrated payment solutions, MXMerchant gateway services, POS systems, terminal configurations, processor connectivity, and white-glove technical support for merchants, partners, and internal stakeholders. The manager will partner closely with deployment, technology, operations, relationship management, and support teams to ensure seamless onboarding experiences, rapid issue resolution, and high-quality partner support.  This position requires a strong combination of leadership, operational management, payment industry expertise, technical troubleshooting, and cross-functional coordination.

Responsibilities: 

Leadership & Team Management

• Lead, coach, and develop the Integration & POS Services team to deliver exceptional operational and technical support.

• Establish performance expectations, KPIs, SLA targets, and quality standards for the team.

• Conduct regular coaching, mentoring, and performance reviews to support employee development and accountability.

• Foster a culture of ownership, collaboration, operational excellence, and continuous improvement.

• Assist with workforce planning, scheduling, and afterhours support coordination as business needs evolve.

• Partner with Learning & Development teams to support onboarding, training, and ongoing employee education initiatives.

Integration & Operational Oversight

• Oversee onboarding support for integrated payment and platform partners.

• Ensure successful coordination between IPS, deployment, relationship management, and technical teams throughout the onboarding lifecycle.

• Monitor implementation progress, support escalations, and onboarding timelines to ensure a positive partner experience.

• Ensure accurate setup, configuration, and support of integrated payment solutions and operational workflows.

• Identify operational gaps and implement process improvements to increase efficiency and scalability.

POS & Gateway Support Management

• Oversee support operations related to POS systems, terminal configurations, file builds, and payment gateway solutions.

• Support MXMerchant gateway services, Fiserv, Global (TSYS), and other supported processor terminal products and integrations.

• Provide leadership oversight for escalated hardware, software, gateway, and processor-related iss