Product Operations Associate I

Maverick Payments • Calabasas, CA

3d • $31 - $38 • Onsite

About The Position

Under the direction of the Product Associate Director, the Product Operations Associate I is responsible for day-to-day activities in support of the business operations related to the Product Department function. The Product team is responsible for product development, maintenance, and oversight, enhancing customer and partner satisfaction.
Acting as resident subject matter expert (SME) for all products.
Strong understanding of Agent/ISO processes for setup and pricing merchant services.
Tracking KPIs to ensure observation of operational policies and procedures and exercising independent judgment and discretion to enhance delivery of service standards/levels, within Company parameters.
Recommending and implementing processes and/or strategies for quality assurance based on client or staff feedback.
Shaping and supporting the goals and strategies for various partner campaigns.
Introducing products to pilot groups of customers and ISVs/ISOs/agents to ensure successful implementation.
Recommending and implementing strategies, processes, and procedures to enhance retention and enterprise client services.
Testing and logging for both pending updates to production and identifying issues within production to assist development team.
Working with customers and partners on technology enhancements to ensure satisfaction with user experience and usability.
Providing product training; coaching staff and customers on product functionality to strengthen customer/partner relationships through strategic application of technology capabilities to meet/exceed customer expectations.
Reinforcing and maintaining a customer-focused collaborative team culture to exceed both customer and Maverick’s goals with integrity and professionalism at all times, including, without limitation, in times of organizational change.
Creating, updating, and maintaining training manuals/decks related to products.
Supporting organizational tasks and projects on an as-needed basis.
This position reports daily to our office in Calabasas, CA

Requirements

• HS Diploma and relevant experience. College degree a plus!
• Experience working in Bankcard processing industry (acquiring) specific experience (i.e. experience working for a processor, sponsor bank, merchants, and/ or card brand.)
• Proficiency with Microsoft Suite, ASANA and other related project management tools
• Strong analytical and problem-solving abilities.
• Ability to listen to others and communicate in an effective manner. The ability to communicate in writing and otherwise.
• Ability to prioritize competing task and manage time effectively.
• Ability to focus on achieving goal and results consistent with the organization's objectives.
• Attention to detail to ensure work is complete and accurate.
• Ability to follow up with others to ensure that agreements and commitments have been fulfilled.
• Ability to support, promote, and ensure alignment with the organization's vision and values.
• Flexibility within organizational changes in light of internal and external trends and influences.

Nice To Haves

• Experience with coding languages preferred (JS, CSS, HTML, etc.)
• Experience with API Documentation, Google Analytics or similar marketing analytic tools
• Experience with screenshare / meeting software

Responsibilities

• Acting as resident subject matter expert (SME) for all products.
• Strong understanding of Agent/ISO processes for setup and pricing merchant services.
• Tracking KPIs to ensure observation of operational policies and procedures and exercising independent judgment and discretion to enhance delivery of service standards/levels, within Company parameters.
• Recommending and implementing processes and/or strategies for quality assurance based on client or staff feedback.
• Shaping and supporting the goals and strategies for various partner campaigns.
• Introducing products to pilot groups of customers and ISVs/ISOs/agents to ensure successful implementation.
• Recommending and implementing strategies, processes, and procedures to enhance retention and enterprise client services.
• Testing and logging for both pending updates to production and identifying issues within production to assist development team.
• Working with customers and partners on technology enhancements to ensure satisfaction with user experience and usability.
• Providing product training; coaching staff and customers on product functionality to strengthen customer/partner relationships through strategic application of technology capabilities to meet/exceed customer expectations.
• Reinforcing and maintaining a customer-focused collaborative team culture to exceed both customer and Maverick’s goals with integrity and professionalism at all times, including, without limitation, in times of organizational change.
• Creating, updating, and maintaining training manuals/decks related to products.
• Supporting organizational tasks and projects on an as-needed basis.

Benefits

• Competitive salary, bonuses, and incentives.
• Comprehensive employer sponsored health, vision, and dental insurance programs.
• Paid time off, including vacation, sick and holidays.
• 401K plan with up matching contribution.
• Commitment to career development and advancement.
• Vibrant office culture - team building, birthdays, work anniversaries, stocked kitchen, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED