Senior Manager, Implementation & Delivery

We are a values-driven organization that thrives on curiosity, accountability, and collaboration. We’re committed to doing the right thing—for our clients, our partners, and each other—and we foster a culture where talented people can thrive and grow.

The Opportunity

The Senior Manager, Program Delivery will be responsible for overseeing all client implementations, ensuring a superior experience from contract signing to full deployment. You will drive a seamless, easy, and turnkey onboarding process for clients. As a key leader in the organization, you will build, mentor, and lead a high-performing delivery team—including Implementation Managers and Project Managers—to scale implementation efforts and drive exceptional client service.

This is a hands-on leadership role. To succeed in the role, you must be equally comfortable diving into technical details and building strong relationships with clients, internal teams, and external partners. You will coordinate various teams and stakeholders, manage project risks, and ensure that objectives are met within defined timelines and budgets. Crucially, this role includes building strong relationships with Issuing Banks and working alongside them to streamline the onboarding the program submission process. You will act as the connection between internal subject matter experts, clients, and our bank partners, making the client experience truly positive, easy, simple, straightforward, transparent, repeatable, and scalable.

What You’ll Do

• Client Implementations: Oversee and streamline the implementation process for new clients, ensuring a smooth and efficient transition from contract signing to go-live. Configure and integrate products to meet partner requirements, including payment rails, card programs and API connections.

• Cross-Functional Project Management:Take a hands-on approach to scoping, planning and leading complex cross-functional projects, establishing clear goals, ownership, and workflows across Product, Engineering, Operations, and Compliance. Work closely with these teams to ensure seamless handoffs and alignment throughout the client lifecycle.

• Velocity & Process Optimization:Continuously refine onboarding workflows to enhance efficiency, eliminate friction points, and improve the client experience. Create repeatable processes to ensure high quality, successful programs. Build and operationalize systems that increase visibility into deliverables, risks, and dependencies, ensuring that critical tasks don't fall through the cracks.

• Team Leadership & Development:Build, mentor, and lead a high-performing delivery team—including Implementation Managers and Project Managers—to scale implementation efforts and drive exceptional client service.

• Bank Relationship & Partner Onboarding:Working closely with Issuing Banks to understand their specific requirements for launching each program. Coordinate the complex process of onboarding new banks or adding new products, continuously looking for ways to improve and streamline the bank onboarding process.

• Stakeholder Communication & Risk Management:Serve as an escalation point for issues. Translate complex technical concepts into clear business terms. Identify potential implementation risks early and proactively develop mitigation strategies.

• Client-Facing Documentation:Develop, maintain, and update client-facing onboarding documentation and training resources to empower clients, improve consistency, and ensure a transparent implementation experience.

• Accountability & Execution:Leverage a RACI framework to establish clear goals, ownership, and workflows across Product, Engineering, Operations, Compliance, and external partners. Ensure all parties are delivering the components they are responsible for, facilitating problem-solving discussions to resolve ownership questions quickly.

Requirements

• 7+ years of experience in project management, client onboarding, or implementation, leading technical or integration projects.

• Strong background in FinTech, payments, or financial services.

• Hands-on experience managing complex client implementations, from initial scoping to full deployment.

• Proven experience utilizing project management frameworks to structure ambiguous work, create clarity, and drive cross-functional execution and accountability.

• Prior experience working with API-based integrations and external client implementations.

• Demonstrated ability to independently lead cross-functional initiatives from scope definition through delivery, driving alignment and outcomes with minimal oversight.

• Strong leadership and coaching abilities to mentor and inspire a high-performing team.

• Problem-solving aptitude and the ability to think critically under pressure.

• A collaborative and resilient approach that fosters trust, accountability, and results.

• Exceptional organizational, communication, and negotiation skills.

• Experience managing vendor relationships across banks, processors, or related providers is an advantage.

• Strong analytical skills and comfort with project management and reporting tools.

• PMP or equivalent project management certification is considered an asset.

Benefits

• Full-Time Position
• Remote Work Environment
• Fantastic, collaborative culture with opportunities for growth
• ​Supportive leadership committed to professional development