Implementation Support Lead

Onbe, a fast‑growing FinTech, is dedicated to transforming the payment experience for clients worldwide. The Implementation Support Lead reports to the Implementation Support Director and plays a cross‑functional execution role, supporting new program set‑ups and in‑market program changes across Maintenance, Creative, and Quality Assurance (QA). Overview The role focuses on reducing operational bottlenecks by managing intake validation, queue management, and task execution across support functions. The lead serves as an escalation point and supports cross‑functional initiatives, ensuring accurate, compliant, and timely delivery of client programs. Location & Schedule This is a hybrid position requiring onsite presence in Chicago, Philadelphia, or Dallas (metro) two days per week. Occasional travel may be necessary. Responsibilities Assist with intake governance for Creative, Maintenance, and QA team requests, ensuring completeness, accuracy, and proper scoping before assignment. Execute low‑to‑moderate complexity updates to client programs, including recipient experience/materials updates and configuration changes. Independently execute standardized creative updates using approved carrier templates. Perform first‑pass QA review to validate program set‑ups or changes against requirements and compliance standards. Identify defects, risks, or inconsistencies and elevate them to leadership as appropriate. Partner with Client Support teams to prioritize requests, delivering the most economical and impactful changes. Contribute to the creation and maintenance of SOPs and documented standards to support repeatability and scalability. Support large‑scale initiatives and cross‑functional efforts by developing operational plans tailored to the volume and type of changes, optimizing delivery and reducing duplication. Skillsets Operationally focused – Demonstrates strong operational judgment, balancing speed, accuracy, and risk across regulated workflows. Technically proficient – Applies working knowledge of Onbe systems, configuration standards, and creative specifications to execute and validate changes accurately. Creative tool competency – Independently executes standardized creative updates using Adobe creative tools. Quality driven – Applies a detail‑oriented mindset to ensure program set‑ups and changes align with documented requirements and compliance standards. Collaborative – Builds strong cross‑functional relationships with Maintenance, Creative, QA, Implementations, Product, and Client teams to drive aligned execution. Process minded – Identifies opportunities for standardization, batching, and rework reduction, contributing to continuous improvement. Qualifications Bachelor’s degree or equivalent experience. 4–6 years of experience in Implementation, QA, Creative Operations, or related operational roles. Demonstrated experience working in regulated or compliance‑driven environments. Hands‑on experience executing standardized creative updates using Adobe tools. Experience working with program‑based configuration models. Proficiency using standard business tools, including Microsoft Office Suite, CRM systems, and project management tools. Compensation & Benefits The base salary range for this position is $77,850 to $90,825, with eligibility for an annual bonus. Benefits include medical, dental, vision, wellness, 401(k) matching, unlimited PTO, work‑from‑anywhere flexibility, generous parental leave, and more. Equal Employment Opportunity Statement Onbe is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We do not discriminate against employees or applicants on the basis of race, color, ancestry, national origin, sex (including pregnancy), gender identity, sexual orientation, marital or family status, religion, age, disability, genetic information, or military service. Our policy applies to all employment decisions including hiring, placement, promotion, and layoffs. #J-18808-Ljbffr Onbe