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Job Title: Manager, Hypercare Services
Job Summary: We are seeking an experienced and driven Manager, Hypercare Services to develop, implement, and scale our premium professional services offering within Global Services. Reporting to the Director of Payment Services, this role is critical in ensuring client success during complex deployments, providing on-site guidance, facilitating targeted training, and driving post-go-live optimization of systems and processes. The ideal candidate will have strong leadership skills, deep expertise in deploying all aspects of Transact Payments software, and a proven track record of building and managing high-performing teams.
Key Responsibilities:
Hypercare Program Development & Implementation
- Design, develop, and implement the Hypercare program, defining scope, service offerings, capacity requirements, and profitability in alignment with company objectives.
- Establish a structured ramp-up plan for the program, ensuring a phased approach to resourcing that aligns with budgetary guidelines from the General Manager of Payments and Vice President of Global Services.
- Define and communicate the value proposition of this premium offering to drive return on investment (ROI) and profitability.
- Ensure effective implementation of training programs, key performance indicators (KPIs), and success metrics to measure and optimize Hypercare service delivery while ensuring alignment with the broader Global Services organization’s goals, performance standards, and reporting framework.
- Serve as the primary escalation point for Hypercare clients, ensuring timely communication and resolution of issues.
- Collaborate with clients to refine and optimize systems and processes based on real-world usage data.
Team Resourcing & Leadership
- Once the program is successfully developed and launched, recruit, train, and manage a team of Hypercare professionals, scaling the team in alignment with program growth and the annual operating plan.
- Define success metrics and KPIs for the team, regularly assessing performance to ensure continuous improvement.
- Foster a culture of accountability, innovation, and excellence within the team.
- When there are gaps in Hypercare service demands, assign team members to project work or other duties as required by the Director of Payment Services.
Operational Excellence
- Develop scalable processes and frameworks for delivering Hypercare services to diverse clients.
- Implement automation and efficiency improvements to reduce manual efforts and enhance service delivery.
- Maintain comprehensive documentation of processes, workflows, and best practices.
Client and Stakeholder Collaboration
- Work closely with internal teams, including Product Development, Sales/Client Success, Customer Support, and Education, to ensure smooth handoffs and alignment of Hypercare services.
- Build and maintain strong client relationships, providing expert guidance to maximize system value and address challenges.
- Gather and analyze client feedback to drive product and service enhancements.
Qualifications:
- Bachelor’s degree in business administration or a related field; MBA strongly preferred
- Minimum of 3 years of supervisory experience, preferably in a client-facing or professional services role
- Proven experience deploying all aspects of the Transact Payments software, with a deep understanding of its functionality and applications
- Demonstrated ability to build new teams, define success metrics, and establish scalable processes, including the experience with dashboards/reporting of team performance
- Experience implementing automation solutions to enhance efficiency and streamline workflows
- Exceptional leadership and team management skills, with a track record of fostering high-performing teams
- Outstanding written and verbal communication skills, with the ability to convey complex information to diverse audiences
- Strong problem-solving and decision-making abilities in fast-paced and dynamic environments
- Adept at project management, with excellent organizational and time management skills
- Proven track-record of maintaining high customer satisfaction during long duration (6+ mo.) complex projects
Preferred Skills:
- Master of Business Administration (MBA)
- Familiarity with data analytics tools and techniques to assess and optimize system performance
- Experience in the payments or financial technology industry
- Strong understanding of building and maintaining integration with all primary ERP/SIS systems used in Higher Education, including experience with defining technical specs for developers
- Experience with database queries and reporting tools, to quantify metrics for large dataset
What you get when you join our team:
- Flexible time off to include paid holidays and volunteer time
- Robust health, dental, and vision insurance plans on your first day of employment
- Comprehensive employee assistance program (EAP)
- Employer-paid life insurance/AD&D/short-term and long-term disability insurance
- Flexible spending account (FSA) or health savings account (HSA)
- Matched 401(k)
- Employee stock purchase plan
This job description is not designed to contain a comprehensive listing of activities, duties, or responsibilities that are required. Nothing in this job description restricts management's right to assign or reassign duties and responsibilities at any time.
If you are a full-time salaried or hourly worker, we offer the following benefits: Medical, Dental, Vision, Life Insurance, Matched 401(k), Wellness Program, Short-and Long-Term Disability, Charitable Contribution Match, Holidays, Personal Days & Vacation, Paid Volunteer Time Off, and more.
Base salary offers for this position may vary based on factors such as location, skills, and relevant experience. Some positions may include additional compensation in the form of bonus, equity, or commissions.
Transact Campus/CBORD is an equal employment opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, national origin, marital status, disability, sexual orientation, protected military/veteran status, or any other protected factor.
For more information on other job opportunities and our amazing culture, check us out at transactcampus.com