ATM Program Manager

Key Details:

• Direct Hire/Perm
• Location: Onsite in Sorrento Valley, San Diego (Hybrid - 1 day remote after 90 days)
• Pay: $103,250-139,700
• Must be eligible to work in the US without sponsorship now or in the future.

Summary:

The ATM Program Manager will direct the end-to-end strategy, security, and operational health of our organization's ATM fleet. In this role, you will bridge high-level business planning with day-to-day execution to deliver a seamless, secure, and highly reliable banking experience for our members.

Proactive, hands-on leader who identifies issues early, responds to service disruptions with urgency, drives problems through resolution, holds vendors accountable, and uses reporting and analytics to continuously improve ATM service and the member experience.

Essential Duties and Responsibilities:

• ATM program lifecycle management including planning, procurement, deployment, installation, operations, maintenance, upgrades, refurbishments, and decommissioning/disposal.
• Develop comprehensive budget plans that align with the strategic goals of the ATM network.
• Own the health and day-to-day performance of the ATM fleet, including uptime, connectivity, hardware/software performance, and transaction processing.
• Analyze ATM utilization, transaction trends, service costs, and performance to recommend improvements, relocations, replacements, consolidations, or new capabilities.
• Proactively monitor fleet conditions and ensure outages, degraded service, recurring failures, and other service-impacting issues are identified, escalated, and resolved with urgency.
• Drive root-cause analysis and permanent corrective action for significant or recurring ATM problems; ensure issues are followed through to complete resolution.
• Manage ATM vendors and service providers, including maintenance, processing, telecommunications, and other third parties; monitor and enforce SLA performance.
• Serve as key encryption administrator to ensure the organization's cryptographic keys are securely managed to industry standards.
• Partner with Information Security, Fraud, Risk, Compliance, Audit, and Physical Security to maintain appropriate ATM controls and address security, regulatory, and fraud-related issues.
• Provide timely communication to management and impacted stakeholders during ATM incidents, including impact, actions underway, expected resolution, and root cause.
• Manage ATM-related financial activities, including reviewing and validating invoices for accuracy, resolving billing discrepancies, and monitoring costs against contractual terms.
• Maintain a working understanding of ATM physical infrastructure and construction requirements, including surrounds, site layouts, and installation considerations, to effectively plan ATM relocations, replacements, and new installations.
• Accountable for producing and presenting a recurring ATM Fleet Health Report that gives management clear visibility into fleet performance, risks, trends, and required actions. Reporting should include:
  • Fleet and individual ATM uptime/availability
  • Outage frequency, duration, and mean time to restore service
  • Chronic or repeat-problem ATMs and corrective actions
  • Transaction volume, utilization, and usage trends
  • Failed/declined transaction trends
  • Vendor SLA, response, and resolution performance
  • Operating/maintenance costs and lifecycle status
  • Significant incidents, security/fraud events, risks, and management actions
  • The Program Manager is expected to provide analysis and recommendations and clearly identify areas requiring management attention or corrective action.

Minimum Qualifications (Education, Experience, Skills):

• Bachelor's degree or equivalent experience.
• 3-5 years of experience in ATM operations, electronic banking, payments, banking operations, technology operations, or a related field.
• Working knowledge of ATM hardware/software, transaction processing, communications, invoice reconciliation, and vendor support models.
• Demonstrated experience with operational metrics, dashboards, trend analysis, vendor/SLA management, and root-cause problem solving.
• Strong ownership, urgency, analytical ability, communication skills, and ability to manage multiple operational priorities and vendors.
• Disciplined lifecycle planning and continuous improvement.

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.