Implementation Supervisor

CPI Card Group•Nashville, TN

2d•Onsite

About The Position

The Implementation Supervisor is responsible for managing the daily operational activities of the Implementation Specialist team members, including establishing new and managing existing processes and policies to provide consistent 5-Star onboarding support to new and existing customers. This role is responsible for handling all client-escalated issues and developing staff in project management and technical knowledge.

Requirements

Bachelor’s degree in Business Administration or related field, or equivalent experience
Minimum 3 years of professional experience in project management
Proven work experience as a Team Lead or Supervisor
Proven ability to successfully plan, organize, prioritize, and execute work; respond to changing needs and balance competing priorities
Excellent written and oral communication skills; ability to communicate clearly and in a professional manner in person, on the phone and via email
Well-organized and detail-oriented
Ability to research and report on industry trends
Strong analytical problem-solving skills, identifying and resolving unique problems
Experience in delivering client-focused solutions based on client needs
Proficient in Microsoft Excel and Word; VBA/Macros
Dedicated to meeting the expectations and requirements of internal and external customers
Ability to troubleshoot issues and determine root cause
Demonstrated ability to lead problem-solving and project completion
Skilled in managing multiple concurrent projects, activities and tasks under time constraints
Acumen to facilitate productive meetings and drive outcomes
Willingness to perform additional tasks which may be outside of the defined role to grow the business and ensure client satisfaction

Nice To Haves

Knowledge of EMV smart cards, preferred

Responsibilities

Provide leadership and manage the daily operational function for the Implementation team member
Establish and direct implementation plans through an on-going analysis of the work, improved project workflow, customer engagement with feedback, enhanced processes and documentation
Provide continuous improvements to the operations work to favorably affect costs, metrics, customer satisfaction, and personnel growth
Working with the specialist or independently, solve all accelerated customer issues while properly communicating with the customer
Manage and lead each team member providing feedback to work, annual reviews, as well as providing insights to management with regard to staffing and staffing levels
Provide planning feedback to management for the team as it relates to strategic plans, budgets, and any new initiatives
Train and provide training opportunities to team members to further enhance their product knowledge and needed skillset
Manage a select number of new client implementation projects while meeting customer and project deliverables
Implement and manage change when necessary to meet project outputs in a timely manner
Maintain constant communication with external and internal stakeholders