Summary
Join Aperia Solutions, a leader in SaaS solutions for the Payments and Compliance industries. Aperia is a Texas-based fintech and managed consultancy firm that creates custom SaaS applications and other software-based solutions for the payments, banking, and processing industry. Founded in 1999, Aperia offers business intelligence, risk management, compliance, and customer intelligence platforms. With offices in Dallas, Washington DC, and Vietnam, Aperia is a fast-paced, global organization that strives to improve efficiency in compliance, risk, and customer service operations. Aperia’s clients include banks, processors, payment facilitators, merchant service providers, independent sales organizations, and government entities. A career at Aperia promises a great challenge, culture, and opportunities to forge your own path.
Overview
The Manager, Technology Team is a crucial role, responsible for the recruitment and oversight of Software Engineers and other technical personnel, managing client personnel operations, and managing client engagements – ensuring we continue to evolve, scale, and exceed Aperia’s high-quality standards with overall client satisfaction.
The Manager possesses, exceptional organizational, communication, and interpersonal skills, as well as analytical and problem-solving abilities. They must have a software and client service background, with a strong work ethic and a passion in helping to develop new ideas based on industry experience and engagement with clients, executives, and consultants.
The Manager will actively contribute to strategy, overseeing cross-functional client project initiatives, collaboration, as well as conflict solutioning, upselling where possible, and handling resource allocations as necessary to support client needs.
Role Overview
- Assess consultant needs from client contracts and support client kick-off meetings to align on project goals, resource needs, priorities, and project stakeholders.
- Coordinate resource requirements with relevant managers, Talent Acquisition, and HR for seamless onboarding.
- Interview and screen candidates to ensure they meet necessary qualifications and experience.
- Facilitate onboarding and offboarding of consultants and participate in New Employee Orientation (NEO).
- Keep clients updated on resource status, addressing any adjustments in requirements.
- Maintain accurate records of consultant contracts, rates, and performance.
- Continuously monitor recruitment and procurement processes for improvement opportunities.
Personnel Management and Program Oversight
- Hire, train, and manage team members.
- Develop and implement standards and best practices, providing guidance and coaching as needed.
- Conduct performance evaluations and deliver constructive feedback.
- Monitor various projects across each client program, tracking progress through the SDLC, addressing any impediments or blockers.
- Encourage cross-functional collaboration among project team members.
- Oversee assignments within the portfolio, working with the Director to validate and staff resources as needed.
- Periodically attend client project meetings to ensure effective service delivery and uphold quality standards.
- Track risks and issues across multiple programs, leading program governance and standards.
- Communicate program updates to leadership and executives.
Client Engagement
- Develop and maintain strong client relationships, ensuring adherence to agreements and implementing necessary course corrections.
- Collaborate with cross-functional teams to ensure delivery within agreed-upon service levels.
- Lead regular service review meetings, manage client escalations, and identify opportunities for additional services.
- Ensure compliance with industry standards and regulations, establishing KPIs and measurable metrics for client satisfaction.
Operations
- Develop strategies for optimal resource utilization, covering personnel, equipment, and infrastructure.
- Establish and monitor Service Level Agreements (SLAs), ensuring service targets are met and addressing incidents as needed.
- Define and uphold quality standards for consultants, leading continuous improvement initiatives.
- Manage costs associated with resources, including budget planning, expense tracking, and cost optimization.
Leadership
- Articulate a clear vision and strategy for the team, aligning members around shared goals.
- Develop a high-performing team through skill development, clear goal-setting, and accountability.
- Identify and manage risks that could impact organizational goals, fostering a culture of innovation, creativity, and collaboration.
Team Management
- Build and lead a high-performance team, conducting 1:1 meetings, coaching, mentoring, and problem-solving as needed.
- Develop and maintain service delivery processes, ensuring high-quality output.
- Support team members’ career pathways and focus on talent growth within an inclusive environment.
Required Competencies
- Background in Software Engineering.
- 3+ years of leadership and people management experience. Experience managing consultants preferred.
- Proficiency in English communication, coordination, and interpersonal skills.
- Ability to collaborate effectively with onshore and offshore teams.
- Problem-solving, strategic thinking, and customer-focused approach.
- Adaptable and capable of performing under challenging conditions.
- Attention to detail, structured approach, and commitment to continuous innovation.
- Ability to coach and support team members in implementing resource management standards and processes.
Eligibility Requirements
- Must be willing to submit to a background investigation and drug test as part of the selection process.
- This position is not eligible for sponsorship.
Job Type
- Full-time (Remote)
Schedule
- Monday to Friday
Benefits
- Health insurance & Health savings account
- Dental insurance
- Vision insurance
- 401(k) matching
- Life insurance
- Paid time off
- Parental leave
- Disability insurance
- Childcare assistance
- Education reimbursement
- Fitness membership
- Volunteer time off
This job description is not intended to be all-inclusive. An employee may also perform other reasonable related business duties as assigned by their immediate supervisor or management. Principals only.
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