Customer Operations Manager Jobs at Genuine Parts Company with Visa Sponsorship

Position Summary

We are seeking an experienced, diligent, and detail oriented Senior Manager of Payments to help lead the ongoing evolution and expansion of Genuine Parts Company’s payments and embedded finance offerings. The ideal candidate’s strengths include vendor relationship management, project management, cross-functional collaboration, finding creative ways to work through challenges to achieve organizational objectives and timelines, and overseeing the resolution of customer and compliance issues. This individual will be a key leader in the ongoing transformation of our Payments organization, as we seek to build, launch and monetize numerous payments and embedded finance capabilities.

This role will be the day-to-day owner of GPC’s relationship with key strategic vendors including our payment processors, the card brand networks, financing providers and other technology companies or financial services companies supporting our embedded finance capabilities. As the Senior Manager of Payments, you will be the business owner for multiple payments solutions, and will need to coordinate efforts between GPC’s IT product/project managers and our third-party vendors to continuously improve our existing payment processes and products, troubleshoot ad hoc system or customers issues as they arise, and proactively identify new capabilities that must be prioritized, developed and brought to market to enhance our suite of payments and embedded finance capabilities.

The ideal candidate has a strong background in payments, a deep understanding of how credit and debit card processing works, and a familiarity with the multitude of financial institutions and FinTech companies that participate within the payments industry. This role will need to work with multiple internal and external stakeholders, including GPC’s Store Operations & Sales teams to identify the needs of our consumers (“B2C”), our commercial customers (“B2B”), and the customers of our commercial customers (“B2B2C”) to identify opportunities to improve our payments and/or financial services capabilities, and then work with IT, third-party vendors, finance, communications and marketing to bring these solutions to market and sell them to our independent operators where applicable.

This role will need to work closely with Finance to build business cases around new initiatives and understand them well enough to represent the work. They will need to work closely with IT to ensure the development of new systems/capabilities aligns with the vision and business case. They will need to work closely with operators to ensure they are aware and supportive of the product evolution. They will need to work closely with communications, marketing and sales to drive awareness and adoption of our solutions. They will need to work with legal to ensure compliance with regulations and optimization of terms in agreements.

Key Responsibilities

• Serve as GPC’s internal expert on credit and debit card processing, charged with owning our relationships with processors and networks, and working to optimize our payment processing capabilities over time, including negotiating agreements and building routing capabilities to continuously reduce our cost of acceptance
• Work with vendors and internal stakeholders (e.g., finance, IT and operations) to design, build and launch payments and embedded finance capabilities that we can deliver and monetize both within company-owned as well as independently-owned locations
• Assist the Product and Technical Teams on new product testing and launches, working closely with Product Managers and Product Owners during implementations and certifications
• Partner with vendors and Finance to build monitoring and analytic capabilities to proactively track program performance and identify both issues and opportunities with regards to our payments and embedded finance capabilities
• Oversee efforts by GPC’s customer care and compliance teams, as well as our third-party vendors, to rapidly respond to and resolve any customer escalations with regards to our payments and embedded finance capabilities
• Be a self-starter capable of juggling multiple priorities and initiatives and coordinating the efforts of multiple internal and external stakeholders
• Manage project plans associated with new initiatives within assigned scope of responsibilities (e.g., implementation of new tender types, implementation of new technologies related to payments, enrollment of independently-owned locations with financial services partners, etc.)
• Coordinate and lead cross-functional collaboration meetings for assigned initiatives
• Act as liaison between key stakeholders (e.g., business units, finance, IT, vendors, etc.) to ensure payment priorities are appropriately established and supported
• Create business cases (with finance support as needed) to justify capital investments to improve payments and embedded finance capabilities and address deficiencies
• Develop concise, yet comprehensive presentations or other written updates that appropriately communicate current state and future state of payments and embedded finance (including potential and approved initiatives that bridge the gap)
• Participate in executive level updates and confidently represent the work product within the assigned scope of responsibilities
• Assist in negotiating agreements with payment vendors as necessary
• Work with legal and IT security teams to ensure payments ecosystem is both secure and compliant with all rules and regulations
• Work with business units across the globe to understand uniqueness of payments environment in each geography and drive alignment related to payment efforts and strategy for each

Qualifications

Education & Experience

• Bachelor’s Degree required; MBA preferred
• PMP or other project certification is beneficial but not required
• Prior exposure to large enterprise IT environments is a requirement (must be able to work closely with IT, understand the language, and be influential with IT partners)
• 6+ years of professional experience in strategy and planning within payment processing and/or embedded finance operations
• Deep understanding of the payment processing ecosystem and familiarity with how payments work, how to analyze transaction data and what levers to pull to reduce costs and improve the customer experience

Competencies

• Project management - establishing and maintaining workstream timelines, driving collaborative meetings to ensure alignment/awareness, etc.
• Financial skills – ability to build simple analyses/business cases or work with finance to build more complex analyses and business cases
• Data skills – ability to mine and interpret data and/or work with IT professionals to build more sophisticated data capabilities
• Presentation skills / Professional presence – ability to communicate (both verbal and written, including slide creation) with executive level audience

Not the right fit? Let us know you're interested in a future opportunity by joining our Talent Community on jobs.genpt.com or create an account to set up email alerts as new job postings become available that meet your interest!

GPC conducts its business without regard to sex, race, creed, color, religion, marital status, national origin, citizenship status, age, pregnancy, sexual orientation, gender identity or expression, genetic information, disability, military status, status as a veteran, or any other protected characteristic. GPC's policy is to recruit, hire, train, promote, assign, transfer and terminate employees based on their own ability, achievement, experience and conduct and other legitimate business reasons.