Technical Operations | Technical Implementation Manager

Guided the onboarding and technical integration for enterprise financial institutions and fintechs. Collaborated with internal Bank Partnerships, Engineering, and Product teams to provide resilient, compliant, and scalable payment operations solutions. Owned the end-to-end onboarding lifecycle for 100% of partner banks and fintech customers, including kickoff, integration design, testing, and go-live. Developed and configured payment operations workflows using Modern Treasury's platform and APIs. Translated bank file specifications and operational requirements into production-ready solutions. Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.

Spearheaded the onboarding and training of OEM partners on API configurations and implementations. Secured and configured API access for OEM partners by provisioning Auth0 keys and tailoring lookup scopes to ensure authorized data access. Leveraged agile testing methodologies to identify and retest an average of 20% of reported bug fixes as ineffective during E2E testing, resulting in a significant reduction in post-release bug reports. Monitored, tested, and documented configuration changes to internal endpoints and lender overrides, showcasing the results through deep-dive training sessions and discussions.

Led data migrations, system integrations, and product implementations while resolving complex issues. Supported cross-functional teams for a seamless customer experience. Consulted with mid-market to enterprise-level customers to develop and implement customized solutions based on defined use cases and KPIs, providing training and support as needed. Co-created and built all learning modules and test questions for Chili Piper's inaugural Form Concierge Admin Certification course, saving 2.4 hours of Customer Success Manager effort per student and an expected company savings of $2m at 20% of Admins certified. Maintained a 100% CSAT score, a first response time of 18 minutes, and a full response time of 3 hours on average.

Delivered real-time solutions to complex, time-sensitive customer issues. Reduced overall ticket backlog by developing training seminars for customer-facing teams, representing a 30% quarter-on-quarter decrease in support requests. Worked directly with third-party vendors on issues including website UI & UX, F&I product procurement, inventory adjustments, XML templates, LaaS, and loan application errors. Created and updated a database of in-house finance & insurance products and was instrumental in implementing, managing, and integrating AutoFi's API suite of product offerings specific to customer use cases.