Device Operations Specialist US

Xplor•Atlanta, GA

7d•$59,543 - $79,391

About The Position

The Device Operations Specialist is responsible for the day-to-day operational management of Xplor's payment device estate. Working with the Device & Terminal Estate Manager, Xplor Business Units and POS Portal, the Specialist coordinates device ordering, provisioning, deployment, replacement, returns and inventory control. The role maintains accurate estate records, reliable fulfilment and clear communication throughout the device lifecycle, and serves as the first point of contact for routine device requirements and operational issues. The Specialist maintains serial-number-level device records and reconciles the estate with POS Portal; validates and tracks device orders, stock, configuration, dispatch and delivery; and coordinates provisioning, deployments, replacements, returns, refurbishment, reuse and secure disposal. The role supports migrations, upgrades, refreshes, software and configuration changes, and incident investigations, while coordinating with vendors and internal teams to resolve issues. The Specialist reports on inventory, fulfilment, deployments, replacements, returns and incidents; tracks service levels and maintains action, issue and risk logs. The role also supports audit evidence and PCI-related controls, identifies recurring operational problems, improves process documentation and playbooks, and supports automation and standardisation led by the Device & Terminal Estate Manager.

Requirements

Experience in device operations, mobile or telecoms hardware, IT asset management, payment operations, logistics or a comparable operational environment.
Strong attention to detail and the ability to maintain accurate inventory, asset and operational records.
Experience coordinating device orders, inventory, fulfilment, provisioning, deployments or returns.
Strong organisational skills and the ability to manage competing priorities and follow actions through to completion.
Confidence working with external vendors and internal teams to resolve operational issues and keep stakeholders informed.
Good spreadsheet, reporting and problem-solving skills, including the ability to reconcile data and investigate discrepancies.
Clear written and verbal communication skills, including the ability to explain operational issues and next steps simply.
Must be legally authorised to work in the country where the role is advertised; visa sponsorship is not available.

Responsibilities

Maintain accurate serial-number-level device records, including merchant allocation, location, status, transfers, returns, retirement and available software versions.
Reconcile the device estate with POS Portal, resolve discrepancies and track inactive, unassigned, damaged, missing and end-of-life devices.
Validate device orders for new and existing merchants and track configuration, dispatch and delivery, keeping Business Units informed about stock availability, delivery dates and delays.
Monitor stock levels and flag shortages, excess stock and ageing inventory.
Coordinate replacements, returns, refurbishment, reuse and secure disposal.
Coordinate provisioning and configuration for each merchant and Business Unit, confirm activation and resolve errors before they affect merchants.
Support deployments, migrations, upgrades and device refreshes, including testing and operational readiness for new devices and capabilities.
Act as the primary day-to-day operational contact for POS Portal, managing fulfilment, inventory, configuration and support requests through to resolution and escalating overdue, recurring or high-impact issues.
Provide operational data and commentary for vendor governance reviews and support service improvements agreed with POS Portal.
Serve as the first point of contact for routine Business Unit device enquiries and onboarding requirements, coordinating with Payments Operations, Onboarding, Customer Success, Support and Product.
Coordinate device incident investigations with internal teams and vendors, gather supporting information, arrange replacements and track resolution.
Support approved software, firmware and configuration changes with POS Portal, Product, Engineering and Payments Operations, maintaining deployment records where available.
Report on inventory, deployments, fulfilment, replacements, returns and incidents; track service levels and maintain action, issue and risk logs.
Support audit evidence and PCI-related controls, including records for lost, stolen and retired devices.
Identify recurring faults, fulfilment failures, configuration issues and Business Unit process gaps; document and improve processes, troubleshooting guides, support playbooks and knowledge articles.
Support automation and standardisation led by the Device & Terminal Estate Manager.