Supervisor Merchant Support and Payment Systems

HF Sinclair•Salt Lake City, UT

17d•Hybrid

About The Position

HF Sinclair is seeking a Supervior Mechant Support and Payment Systems in Salt Lake City, UT. In this role you will lead day-to-day operations of store technology support and POS engineering efforts, ensuring stable, secure, compliant, and efficient payment and retail system performance across a distributed store network.You will oversee a team of support specialists and POS engineers, driving prioritization and execution of work. You will also partner with vendors and internal stakeholders to resolve complex customer POS and payment issues, manage enhancements, and improve operational maturity.

Requirements

A minimum of eight (8) years in petroleum POS and related payment systems
A minimum of three (3) years of people management experience.
A minimum of two (2) years of POS Vendor management experience
Bachelor’s degree in IT, Computer Science, or Business management.
People Management Skills
Technical understanding of POS systems and payment applications (Android/iOS)
Strong problem-solving, decision-making, and analytical skills
Effective leadership, interpersonal, and communication skills
Ability to prioritize, delegate, and manage multiple initiatives simultaneously
Proficiency with Microsoft Office and reporting/analysis tools (Power BI, Tableau)

Nice To Haves

Helpdesk support experience including phone systems and troubleshooting
Vendor relationship management experience

Responsibilities

Supervise and develop support specialists and POS engineers; provide guidance, coaching, and mentoring.
Establish clear priorities, manage ticket intake queues, and ensure SLA adherence.
Coordinate POS system releases, upgrades, and incident responses.
Partner with Lead POS Engineer to manage key POS, payment, and fuel system vendors.
Hold vendors accountable; lead performance reviews, escalations, and deliverable tracking.
Serve as liaison between business stakeholders and technical teams, communicating impacts, priorities, and timelines.
Support store operations, finance, marketing, and payments teams, with issue resolutions and operational improvements.
Communicate impacts, priorities, and timelines to non-technical audiences.
Lead and refine support processes, escalation paths, and documentation.
Drive standardization of minimum technical requirements across a diverse store base.
Provide data reports to support POS technology and payments initiatives.
Supervises and develops the POS Engineering Specialists resolving complex POS and payment related technical calls for Distributors and dealers.
Produces accurate and timely data reports to support POS technology and payments department initiatives.
Addresses technology and network issues related to payment acceptance, both internally and externally.
Collaborates with the GM of Payments as the organization’s SME on POS hardware, software, and emerging technologies.
Works closely with stakeholders to identify issues, capitalize on opportunities, and ensure new initiatives are securely and effectively implemented.
Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretionExperience