Senior Manager, Delivery

ABOUT THE ROLE

You will be responsible for the onboarding journey of Orum customers once they have completed the sales process. The role will be to guide the customer implementation process while they integrate API's around their specific UX/UI. Additionally, you will help educate them on our products and solutions, ensuring a high quality onboarding process. Working closely with your sales colleagues, you will strengthen your knowledge about the Fintech and payments industry as well as the underlying infrastructure leveraged by customers. This will make you an important source of feedback to Orum's customers, internal partners and the executive team.

THE OPPORTUNITY

In the role of Delivery Manager you have the agency to design and author the end to end customer onboarding journey. The opportunity to work cross functionally with Product, Operations, and Tech will help provide insights to how Orum runs across the entire organization.

THE TEAM

A group of teammates who are mission driven to fundamentally change the way money is moved across a variety of modalities. Our vision is to fundamentally change the way consumers and businesses interact with traditional money movement. Additionally, you will work directly with the executive team in this role while also having impact across the organization.

YOUR IMPACT

Within 1 Month, You'll:

• Scope, assess, and document the current onboarding process
• Review all onboarding documentation; API's, Handoff Docs, SOWs
• Provide initial input on the onboarding process; identifying 2-3 points of friction that can be improved in the coming quarter
• Become familiar with company and department KPI's
• Begin to build relationships with key stakeholders in Product and Operations

Within 3 Months, You'll:

• Iterate and improve the current onboarding process in partnership with teammates
• Onboard your first set of customers and gather feedback during the journey
• Assess the feedback and develop a perspective on three key improvements
• Speak cogently about Orum's solution, API, and value proposition
• Work with your leader to develop and begin to evaluate output for this role via KPI's
• Build on relationships in Product, Operations, and Tech

Within 6 Months, You'll:

• Automate and improve aspects of the onboarding process
• Measure the success of the first cohort of customers onboarded against the forecasted timelines
• Design and implement three best practices for onboarding
• Have comparative KPI's from the first set of live customers
• Provide guidance on suggested changes to internal documents, process, and resources needed for successful, complete onboarding

YOU SHOULD APPLY IF

• You have 3+ Years of experience in a technical or project management capacity with experience and understanding of XML, HTML, REST API's
• You have worked in either pre-sales, technical integration, or technical project management, bonus if you have FinTech or Payments experience
• You love helping customers solve problems leveraging Orum's platform to move money
• You are natural at managing complex projects with multiple stakeholders across both internal partners and external customers
• ScrumMaster experience highly desirable to continue to develop and iterate the onboarding experience
• You have a passion to create operational efficiency to increase throughput for customer experience, satisfaction, and success in the onboarding phase
• You are a master communicator who can share ideas, provide guidance, and be a sounding board for Orum's customers
• You have an ability to translate big projects into specific clear, measurable, deliverables for internal teammates & external stakeholders
• You believe that metrics and data matter and you have a solid grasp of the role of strategic Delivery in the growth of Orum

Pay Transparency

At Orum, we pride ourselves on articulating a clear and transparent philosophy around equitable, impartial compensation that will allow us to recruit and retain an exceptional team. Base salary is market driven at the point in time of offer and is based on tier 1 market data. The salary for this role will range between $165,000 to $202,000 and is determined on a few factors including your skills, prior relevant experience, quality of interviews, and leveling.