Supervisor, Service Delivery (On-Site)

Job Description

Job Description

Job Summary:

The Supervisor, Operations leads a small team responsible for implementation delivery and operational excellence across the Neumo Payments product suite — including Neumo Payments Counter (formerly Clerkworks), Neumo Payments Funds (formerly Fundworks), and Neumo Payments Portal (formerly EB2Gov).

This role owns the processes, documentation, and standards that drive consistent, high-quality customer onboarding and delivery. It serves as the primary relationship owner for the State of New Hampshire DMV, managing mandated system changes and regulatory compliance on behalf of the organization. The Supervisor, Operations bridges deep domain expertise with team leadership and cross-functional coordination to ensure every implementation lands with precision.

Duties and Responsibilities:

Team Leadership & Operations Management

• Lead, mentor, and manage a small team of operations and implementation specialists.
• Set team priorities, allocate resources across active implementations, and maintain delivery timelines.
• Conduct regular 1:1s, performance check-ins, and development planning for direct reports.
• Foster a culture of accountability, continuous improvement, and customer focus.

Process Documentation & Implementation Standards

• Own the creation, maintenance, and governance of implementation SOPs and process documentation across all Neumo Payments product integrations.
• Document and maintain end-to-end implementation playbooks for Neumo Payments Counter, Neumo Payments Funds, and Neumo Payments Portal — covering integration requirements, configuration, testing protocols, training materials, and go-live checklists.
• Establish a regular cadence for reviewing and updating documentation as products evolve or regulatory requirements change.
• Partner with Product and Engineering to capture technical changes that impact implementation workflows.

Implementation Ownership & Delivery

• Lead and oversee the full implementation lifecycle for new customers and product transitions across the Neumo Payments suite — including Neumo Payments Counter (formerly Clerkworks), Neumo Payments Funds (formerly Fundworks), and Neumo Payments Portal (formerly EB2Gov).
• Manage on-site and virtual customer training, configuration support, and go-live coordination.
• Serve as the escalation point for complex implementation issues, ensuring timely and effective resolution.
• Identify and implement process improvements that increase delivery consistency and reduce implementation cycle time.

State of NH DMV Relationship & Regulatory Compliance

• Serve as the primary relationship owner for the NH State Department of Motor Vehicles (DMV), maintaining ongoing communication and strategic partnership.
• Track and manage all state-mandated changes impacting Neumo Payments Counter, coordinating internally to ensure timely and compliant delivery.
• Represent operational and customer requirements in regulatory discussions, translating mandates into actionable products and process changes.
• Maintain current knowledge of state government requirements, DMV workflows, and compliance obligations relevant to payment processing.

Customer Engagement & Satisfaction

• Serve as a senior point of contact for strategic government customers, particularly during implementation and critical operational periods.
• Conduct user interviews and structured feedback sessions to identify enhancement opportunities and inform the product roadmap.
• Ensure customers receive proactive communication regarding product updates, release timelines, and issue resolution.
• Support beta site coordination and user acceptance testing for new features and enhancements.

Product Lifecycle & Quality

• Participate in testing for new releases, enhancements, and defect resolutions across all Neumo Payments products.
• Document issues, enhancement requests, and resolutions in alignment with product management and engineering workflows.
• In coordination with the CPO organization, provide customer-driven feedback to inform product development priorities.
• Contribute to the creation and maintenance of customer-facing product documentation and training materials.

Cross-Functional Collaboration & Reporting

• Collaborate with Product, Engineering, Sales, and Customer Success to align on delivery priorities and customer needs.
• Represent Operations in cross-functional meetings, contributing insight on implementation capacity, risk, and customer readiness.
• Compile and present operational metrics and customer data to support stakeholder and executive reporting.
• Partner with the PMO to provide regular status updates and milestone reporting on active Payments implementation projects, ensuring portfolio-level visibility across the organization.
• Align implementation tracking practices with PMO standards and tooling to support consistent project governance and executive reporting.

Education and Experience:

• 3+ years of experience in operations, implementation, or customer success within a SaaS or technology environment.
• 1+ years of demonstrated experience leading or supervising a team and managing performance.
• Strong knowledge of government agency operations, particularly related to payments, DMV, or municipal services.
• Experience creating and maintaining process documentation, SOPs, or implementation playbooks.
• Prior experience with Neumo Payments Counter, Funds, or Portal products.
• Experience with payment processing or financial services software.

Knowledge, Skills and Abilities:

• Familiarity with state of New Hampshire DMV operations and regulatory compliance requirements.
• Proficiency with support ticketing systems, CRM platforms, and project management tools.
• Excellent project management and organizational skills; able to manage multiple implementations simultaneously.
• Strong communication skills; able to work effectively with government clients, internal teams, and executive stakeholders.

Work Environment:

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands:

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.