Platform Support Lead

Exciting•Phoenix, AZ

5d•Hybrid

About The Position

The Platform Support Lead is the primary point of contact for business platform operations, managing user-facing digital applications and systems. The role is responsible for platform performance, coordinating enhancements, managing vendors, providing subject-matter expertise, and bridging business stakeholders and technical teams for assigned platform areas. Platforms may include online banking, phone systems, and account opening systems. The Lead oversees day-to-day platform operations and performance monitoring; coordinates releases, updates, maintenance, configuration changes, and feature deployments; and works to ensure availability and performance meet established SLAs. The position troubleshoots platform issues and coordinates resolution with technical teams and vendors. The role serves as a liaison among business units, vendors, and technical teams; gathers and documents enhancement requirements; coordinates platform initiatives with the Project Management Office; and partners with Infrastructure Operations on technical dependencies. It also manages vendor relationships, support escalations, release coordination, roadmap discussions, deliverables, renewals, and evaluations. The Platform Support Lead maintains platform documentation, procedures, configuration and customization records, support workflows, user guides, and training materials. The role monitors user experience metrics and platform analytics, coordinates resolution of user-impacting issues, supports business teams with platform inquiries, and works to ensure platform changes improve user experience and satisfaction.

Requirements

High school diploma or GED required.
At least 5 years of experience in platform operations, business systems, or related technical roles.
Strong understanding of digital banking platforms and user-facing applications.
Experience with vendor management and business stakeholder coordination.
Understanding of financial services operations and member service requirements.
Proficiency with business platform tools and applications.
Basic understanding of system integrations and data flows.
Experience with platform monitoring and analytics tools.
Knowledge of testing methodologies and quality assurance processes.
Familiarity with project management principles and tools.
Excellent written and verbal communication skills.
Strong relationship-building and stakeholder management abilities.
Ability to translate technical concepts for business stakeholders.
Leadership skills to guide platform support initiatives.
Problem-solving and critical thinking capabilities.

Responsibilities

Own day-to-day operations and performance monitoring for assigned business platforms, such as online banking, phone systems, and account opening.
Coordinate platform releases, updates, maintenance activities, configuration changes, and feature deployments.
Manage project coordination and tracking activities for platform work.
Ensure platform availability and performance meet established SLAs.
Troubleshoot platform issues and coordinate resolution with technical teams and vendor partners.
Serve as the primary liaison among business units, vendors, and technical teams for platform needs.
Gather and document business requirements for platform enhancements.
Facilitate communication between internal stakeholders and vendor partners.
Coordinate with the Project Management Office on platform-related initiatives and partner with Infrastructure Operations on technical dependencies.
Manage relationships with platform vendors and service providers.
Coordinate system releases with Product Managers, business units, users, and vendors.
Coordinate vendor support activities and escalations; participate in vendor meetings and platform roadmap discussions.
Ensure vendor deliverables meet business requirements and timelines; support contract renewals and vendor evaluations.
Maintain platform documentation, procedures, configurations, customizations, support processes, and workflows.
Develop and update user guides and training materials, and support knowledge transfer and cross-training.
Monitor user experience metrics and platform usage analytics.
Coordinate resolution of user-impacting platform issues and support business teams with platform-related user inquiries.
Ensure platform changes enhance user experience and satisfaction; manage user support and issue resolution.