Manager, Strategic Partnerships
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Job Description
Strategic partnerships manager overseeing Fiserv, FIS, Visa, and Mastercard relationships for fintech provider Velera. Leading escalations, SLAs, billing recovery, process improvement, and partner teams.
Responsibilities:
- Manage a team of Strategic Partner Managers and ensure high-quality engagement with assigned partner relationships.
- Align and optimize staff resources across partner relationships and maintain staff expertise.
- Serve as subject matter expert for internal customers navigating partner service and operational relationships.
- Maintain understanding of products, services, processing environments, client bases, setup, implementation, testing, pricing, billing, and reporting.
- Direct partner service relationships, establish priorities, communicate objectives, and negotiate challenges.
- Collaborate across partner management levels to optimize alignment and service support.
- Review, monitor, and report partner performance against contractual SLAs and KPIs.
- Hold partners accountable for corrective actions and process improvements.
- Identify internal process or proficiency gaps and influence stakeholders to implement improvements.
- Coordinate meetings to resolve complex issues.
- Negotiate, escalate, and resolve high-urgency production incidents affecting clients and members.
- Direct recovery of overpayments and contractual penalties; resolve billing issues and manage reimbursements, credits, fee waivers, and related contract matters.
- Support and monitor special projects within Strategic Partnerships.
- Lead, coach, mentor, train, evaluate, and develop staff.
- Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling, and termination.
- Foster a collaborative environment and recognize desired behavior and results.
- Perform other duties as assigned.
Requirements:
- Bachelor’s Degree Required in Business, or combination of education and experience required.
- Ten (10) years of experience in relationship or service management with an outside, third-party, card payments processing provider.
- At least seven (7) years serving as the primary manager of escalated service and operational issues.
- Experience managing revenue generating partnerships and leading a team required.
- Prior supervisory experience preferred.
- Expert-level knowledge in card processing relationship management.
- Strong knowledge and experience with vendor management programs.
- Ability to create, define, and implement policy and best practices.
- Strong knowledge and experience with payment and/or financial services industry best practices, policies, and procedures.
- This role is currently not eligible for sponsorship.
- E-Verify Employer and Right to Work requirements apply.
Benefits:
- Competitive wages
- Medical with telemedicine
- Dental and Vision
- Basic and Optional Life Insurance
- Paid Time Off (PTO)
- Maternity, Parental, Family Care
- Community Volunteer Time Off
- 12 Paid Holidays
- Company Paid Disability Insurance
- 401k (with employer match)
- Health Savings Accounts (HSA) with company provided contributions
- Flexible Spending Accounts (FSA)
- Supplemental Insurance
- Mental Health and Well-being: Employee Assistance Program (EAP)
- Tuition Reimbursement
- Wellness program
- Remote-first, flexible environment
- Psychological safety, wellbeing and belonging
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