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Director of Technical Operations

1 month ago

Eden Prairie, Minnesota, United States Ready Credit Corporation Full time

Ready Credit Corporation

Director of Technical Operations

Ready Credit

As a key member of our operations team, you will oversee the day-to-day activities of our Technical Support personnel and service vendors. Your primary focus will be on maintaining and measuring uptime for continuity of service for our clients and end-users 24/7. You will utilize all resources and tools to ensure a premium experience for our clients.

Key Responsibilities

  • Manage day-to-day operations of the Technical Support team responsible for uptime and operational continuity of RCC kiosks and client-facing payment hardware or solutions.
  • Manage systems of records for internal and external systems to ensure accurate record-keeping and workflows.
  • Lead the team and vendors to deliver services 24 hours a day, seven days a week through staffing and on-call responsibilities.
  • Establish and maintain working relationships with 3rd party vendors supporting RCC technical services.
  • Participate in the negotiation of key supplier agreements for the company as lead or contributor.
  • Anticipate and identify risks/issues with the delivery of vendor services to prevent problems or failures.
  • Ensure internal operating databases are accurately maintained.
  • Establish, improve, and maintain processes to track vendor performance and team performance in delivering services to internal and external customers.
  • Hold regular status meetings with key vendors to address performance, both positive and negative results.
  • Collaborate with Sr. Leadership and management across departments to advance the goals of the organization.
  • Establish and maintain pertinent reporting and targeted metrics aligned with the organization's goals.
  • Create and manage the Technical Support team and vendor contributors to reach or exceed SLA targets.
  • Have a close working relationship with RCC IT and Tier 3 as escalation points for troubleshooting and solving issues.
  • Be a contributing member of the Operations Management Team and an active participant in department initiatives.
  • Recruit, hire, evaluate performance, and propose modifications within the team as needed to meet Technical Support demands or complete projects.

Requirements

  • 10 years of operations experience supporting FinTech, remote device monitoring/repair, and vendor management.
  • Previous leadership in a technical help desk environment preferred.
  • Strong technical skills around data management.
  • Bachelor's degree in a related field preferred.
  • Excellent communication skills, a solid foundation in business application development, and a 'can-do' attitude.
  • Ability to develop formal business documents using established documentation/presentation software packages.
  • Strong attention to detail.

Ready Credit Corporation is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.