Implementation Support Lead

About the role

Onbe is a rapidly expanding financial technology company that provides comprehensive payment solutions for its clients. The Implementation Support Lead will be a key member of the team responsible for coordinating the setup and modification of client programs. This role involves working closely with various internal teams to ensure that new initiatives are implemented smoothly, efficiently, and in compliance with all relevant standards. The successful candidate will manage intake processes, oversee the execution of tasks, and serve as a point of escalation for issues that arise during implementation. The position requires a detail-oriented approach, strong organizational skills, and the ability to collaborate across multiple departments to deliver high-quality results. The role is on-site, based in Conshohocken, Pennsylvania, and involves hybrid work arrangements with onsite presence required two days per week in designated metro areas.

Key facts

What you'll do

• Oversee the intake process for requests originating from the Creative, Maintenance, and Quality Assurance teams, ensuring all submissions are complete, accurate, and clearly defined before proceeding to implementation.
• Manage updates to client programs that are of low to moderate complexity, which may include modifications to recipient materials, configurations, or other program elements.
• Execute standardized creative updates utilizing approved templates, ensuring consistency and adherence to branding and design standards.
• Conduct initial quality assurance reviews of program setups and changes, verifying that all modifications meet documented requirements, compliance standards, and quality benchmarks.
• Identify and escalate any defects, risks, or inconsistencies discovered during implementation to appropriate management or technical teams for resolution.
• Collaborate with Client Support teams to prioritize incoming requests based on urgency, complexity, and client impact, ensuring timely and efficient delivery of updates.
• Assist in developing, updating, and maintaining standard operating procedures, documentation, and checklists to improve process consistency, scalability, and training.
• Support large-scale initiatives and cross-functional projects by creating tailored operational plans, coordinating resources, and tracking progress to ensure successful delivery.
• Act as a liaison between technical teams, creative teams, and clients to clarify requirements, resolve issues, and ensure alignment throughout the implementation process.
• Monitor ongoing program performance and client feedback to identify opportunities for process improvements and increased efficiency.
• Maintain detailed records of all implementation activities, changes, and communications to support audit and compliance requirements.
• Participate in regular team meetings and training sessions to stay current on product updates, process changes, and compliance standards.
• Provide guidance and mentorship to junior team members or new hires involved in implementation activities.
• Support the continuous improvement of workflows by analyzing bottlenecks and recommending solutions to streamline operations.

Requirements

• Bachelor's degree or equivalent professional experience.
• 4 to 6 years of experience working in Implementation, Quality Assurance, Creative Operations, or related operational roles.
• Proven experience working in regulated environments or industries with strict compliance standards.
• Hands-on experience with Adobe creative tools for executing standardized updates and creative modifications.
• Familiarity with program-based configuration models and operational workflows.
• Proficiency in using standard business applications such as Microsoft Office Suite, CRM systems, and project management tools.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Excellent communication skills, both written and verbal, to effectively collaborate with cross-functional teams and clients.
• Demonstrated problem-solving skills and the ability to escalate issues appropriately.
• Ability to work independently with minimal supervision while maintaining a team-oriented approach.
• Attention to detail and a commitment to quality and compliance standards.
• Flexibility to adapt to changing priorities and process improvements.
• Knowledge of financial technology or payments industry is a plus but not required.

Nice to have

• Experience working in a fast-paced FinTech environment.
• Prior experience managing multiple projects with competing deadlines.
• Knowledge of compliance standards relevant to financial services and payments.
• Familiarity with ITAR regulations or other industry-specific compliance frameworks.
• Experience working with cross-functional teams across different geographic locations.

Skills & tools

• Strong operational judgment, with the ability to balance speed, accuracy, and risk management in regulated workflows.
• Technical proficiency with Onbe's systems, configuration standards, and creative specifications.
• Ability to independently perform creative updates using Adobe tools, ensuring high-quality output.
• Attention to detail to verify that all changes meet documented requirements and standards.
• Excellent collaboration skills to build effective relationships across teams and with clients.
• Process-oriented mindset with a focus on continuous improvement and standardization.
• Ability to analyze workflows, identify bottlenecks, and recommend process enhancements.
• Strong organizational skills to manage multiple requests and projects simultaneously.
• Good understanding of compliance and quality assurance principles relevant to financial technology.

Practical notes

The salary range for this role is between $77,850 and $90,825, with the potential for an annual bonus based on performance and company results. The final salary offered will depend on the applicant's qualifications, relevant experience, and market conditions. The company offers a comprehensive benefits package, including medical, dental, and vision coverage, wellness programs, 401(k) matching, unlimited paid time off, and flexible work arrangements. The position requires onsite presence in Conshohocken, Pennsylvania, with hybrid work arrangements involving two days per week in designated metro areas such as Chicago, Philadelphia, or Dallas. Occasional travel may be necessary to support large initiatives or cross-team collaborations. All qualified candidates are encouraged to apply, and the company values diversity and inclusion in its hiring practices.