At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze℠, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.
Positions located in Scottsdale, San Francisco, Chicago, or New York follow a hybrid work model to allow for a more collaborative working environment.
Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.
Overall Purpose
Reporting to the General Manager – Paze, the Head of Customer Portfolio Management is an integral member of the Paze senior leadership team and is a strategic leader, trusted advisor and execution driver across the business unit. The role is responsible for providing vision and operational leadership for onboarding, servicing and performance monitoring of all B2B customers. Paze is building and scaling a two-sided network with success dependent on the growing portfolio of merchants, issuers and channel partners that this role will manage.
Essential Functions
Portfolio Definition & Management: Establishes the vision and mission for customer portfolio management. Defines Standard Operating Procedures (SOPs) and Service Level Agreements (SLAs) and monitors execution for all customer types; merchants, issuers and channel partners.
Customer Onboarding & Servicing: Oversees teams of specialists to deliver successful initial integrations and professional ongoing support. Organizes and sets clear prioritization to enable teams to execute routine support jobs (e.g. fraud investigations) within SLAs and triage incoming tasks / escalations (e.g. ad hoc reporting request) appropriately.
Resource Allocation: Manages the allocation of budget, personnel, and other resources across customers to maximize overall portfolio performance, tiering the service model as appropriate. Acts as the escalation point to unblock bottlenecks and resolve problems for teams.
Operational Excellence: Collaborates with leaders across marketing, sales, partnerships, product and technology to scope and implement tooling and process changes to improve the effectiveness and efficiency of day-to-day customer operations.
Performance Monitoring & Reporting: Defines and implements measurement systems for customer KPIs, providing real-time operational insights to identify and troubleshoot performance issues and drive ongoing business impact.
Analytics Transformation: Provides executive sponsorship for transformation initiatives that will improve access to and use of data in decision making processes. Coaches and mentors other colleagues to translate analytical findings into strategic recommendations that can be clearly and effectively communicated to internal and customer stakeholders.
Customer Satisfaction: Designs, implements and manages systems to gather and analyze B2B customer feedback. Leverage insights to make changes to onboarding and servicing operations and to influence the broader product and business roadmap.
Talent Development: Provides exceptional leadership and coaching to develop highly engaged, high-performance teams. Recruits and retains top talent for the organization.
Risk Management: Oversees the integration of strong risk and security controls. Ensures compliance to laws and regulations. Supports the company's commitment to risk management and protecting the integrity and confidentiality of systems and data.
Minimum Qualifications
Education and/or experience typically obtained through completion of BA/BS degree; MBA preferred.
15 or more years of related work experience, with 10 or more years in leadership position.
Demonstrated ability to manage business processes and priorities via operational and financial metrics; brings clear preferences and practices on analytical frameworks.
Strong decision making & problem-solving capabilities in the face of conflicting priorities and ambiguity with proven ability to influence customer outcomes with integrity and personal professionalism.
Experience working in regulated, consumer-facing financial services is a must; experience with cards and payments is ideal.
Exceptional leadership skills with demonstrated success developing and retaining highly engaged, high performing teams and aligning top talent to meet business objectives.
Prior experience working with acquisition/trial/repeat usage funnels in a cross-functional environment.
Direct experience with customer-facing operational and risk/compliance processes.
Experience working with merchants and other corporate customers.
Familiarity with designing and managing rules-driven payment networks.
Familiarity with risk management best practices in regulated financial institutions.
Background and drug screen.
Physical Requirements
Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling, and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers. Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.
Candidates responding to this posting must independently possess the eligibility to work in the United States at the date of hire.
The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.
The base pay scale for this position in:
Phoenix, AZ/ Chicago, IL in USD per year is: $263,000 - $350,000.
New York, NY/ San Francisco, CA in USD per year is: $263,000 - $350,000.
Additionally, candidates are eligible for a discretionary incentive plan and benefits.
This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.
Some of the Ways We Prioritize Your Health and Happiness
Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.
401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.
Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.
12 weeks of Paid Parental Leave
Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.
And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!
Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.
Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify.