Sr. Manager, Payments & POPS

The Sr. Manager, Payments & POPS is responsible for managing a team who will ensure the stability, integrity, and efficient operation of the payments and point of personalized service (POPS) platforms, with the goal to ensures high levels of customer satisfaction by monitoring, maintaining, supporting, and optimizing both the intake and execution of requests (settlements, chargebacks, inventory control, menu items, coupons/discounts, images/videos, digital display layouts, etc.). They will manage and continually improve on the processes to go from initial requirements gathering through post launch support (including build & testing and successful launch), including Level 3 Support. This position will establish close business relationships with corporate and franchise teams through regular communication and business reporting. They will also be key to managing vendor relationships relative to all aspects of the payments & POPS platforms). They will apply proven communication analytical, and problem-solving skills to help identify, communicate, and resolve issues to maximize the benefit of IT systems investments.

 

RESPONSIBILITIES

• Ensures that the brand’s payment & POPS IT products work as expected and provide Level 3 Support for all products within the team’s purview. This includes execution, monitoring, maintenance & coordination of all content changes for all aspects POPS, as well as release management of software deployments, testing, and QA activities.

• Leads and aids in performance of Level 3 coordination activities for payment and POPS platforms, including ensuring maintenance of Runbooks and Playbooks.

• Establishes connections with brand & franchisee teams to ensure elevated levels of success, complete understanding of requirements and serves as a brand subject matter expert (SME) in appropriate meetings.  Communicate and collaborate with coworkers, management, franchisees, operators, and others in a courteous and professional manner. Use decision-making and negotiation skills. Team-orientation and positive attitude.

• Mentors, builds knowledge and experience within the team so that each team member can own their work within the project with little oversight.

• Establishes the strategy and process by which the team executes on the regular operational work to configure content across each of the IT products.

• Develop executive dashboard reporting for leadership reporting on workload, adherence to schedules, risk management and quality assurance.

• Effectively ensures the adoption and implementation of the technology goals for the organization.

• Collaborate with all internal and external teams to gather the appropriate requirements to roll out technology programs.

• Responsible for adherence to established budgets, including tracking & reporting.

• Plans effectively and multi-tasks. Utilize time management and organization skills to achieve aggressive deadlines; set priorities and maintain organizational and filing systems. Responds promptly to others to ensure open and timely communication.

• Serve as the point of contact for franchisee and vendor escalations-owned products.  Communicate all issues, status updates, action items, and risks to the management team.

• Other important duties and responsibilities as needed.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 4 Year Degree

• Required Minimum: Bachelor's degree in business administration, Computer Science or related

• Minimum 5 – 7 years of experience in payment technologies and integrations or associated technologies. Additional experience in computerized menu design, development, and implementation related to point of sale is a plus.

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Proven ability to oversee collaborative programs with executives, business owners and vendors, on complex technology initiatives, which bear tangible results.

• PMP (Project Management Professional) certification a plus

• Working knowledge and existing relationships with restaurant industry leading technology vendors.

• Strong analytical skills required, including a thorough understanding of how to interpret customer business needs and translate them into operational requirements.

• Must be a clear and concise communicator.

• Must have the ability to clearly communicate to all levels of the organization in written, verbal & telephone forms of communication.

• Must have good problem-solving skills in a fast-paced environment.

• Ability to establish and maintain harmonious working relationships with others

• Exceptional organization, communication skills, and keen attention to detail.

• Ability to meet deadlines and make sound decisions based on data and stakeholder feedback.

• Ability to