Sr Operations Lead

Here's Why You Will Love Us:Competitive SalaryThink about your future: 401(k) with company matchStay Healthy: Medical with HSA and FSA options, dental, and visionRest and Relaxation: Generous PTOStay in the know: 1:1’s with the CEOA great work environment with enthusiastic and talented people!Empowerment with every role and responsibilityUpward mobility

Position SummaryCorvia is actively searching for a Sr Operations Lead to join our Operations department. Operations is a key department, responsible for supporting a wide range of tasks, from partner and onboarding support to optimizing processes to ensure flawless execution . The Sr Operations Lead is expected to play strategic and tactical roles including; (1) Process optimization in alignment to business strategic needs, and (2) tactical execution onboarding new partners and merchants, responding to customer inquiries, and timely resolving internal and external challenges.

Essential Duties and ResponsibilitiesProvides leadership and tactical support to Operation Manager to execute operational activities including boarding, support, and backend operations.Provide support to ensure the team complies with company guidelines, particularly related to quality of service and following Risk Management practices.Internal and external customers and escalates to Operations Manager as needed.Ensures that internal and external partners are informed of changes to company products and services, changes in ' product offering, card brands communications, and sponsoring banks guidelines.Compiles internal and external information to prepare reports on customer complaints and inquiries.Collaborates with Business Intelligence team to create monthly reports to monitor end to end Operations execution.Prepares knowledge-based documents (such as summaries and responses to frequently asked questions), procedural documents and process flows as needed.Identifies opportunities to update or improve customer service procedures and makes recommendations to the Operations Manager or other appropriate staff.Assists with budget preparation for the Operations department.Trains and mentors new employees in the company’s customer service policies, procedures, and best practices.Performs other related duties as assigned.

Minimum Qualifications (Knowledge, Skills, and Abilities)At least 4+ years' experience working in a senior role within operations service, support, or customer-facing roles in payments/merchant services.Experience managing pricing structures and a holistic expertise of Merchant Acquiring Interchange process.Experience within E-Commerce Merchant Account Application ProcessStrong management and supervisory skills.Strong verbal and written communication skills.Extensive knowledge of customer service and operations procedures and principles.Detail oriented and laser focused on execution.Effective communication skills and thoughtful approach to resolve customer complaints and issues while maintaining a professional and calm demeanor.Ability to coach and mentor Operations Support representatives.

Bonus Qualifications (Knowledge, Skills, and Abilities)Bachelors degree preferredUnderstanding of Independent Sales Office modelAdvanced Level MS Office (Excel, Word, PowerPoint)