Special Tools and Tactics (STAT) Manager

Kasasa (formerly BancVue) powers products and services such as Kasasa rewards checking, personal finance management, online account opening, and savings accounts, and online marketing for community banks and credit unions.

The Special Tools and Tactics (STAT) Manager is a key member of the Kasasa Operations Leadership Team. The development and design of the STAT team will assist with Tier 3 support for both internal and external customers. This position’s primary responsibility is to provide a leadership role in identifying, developing and implementing tools for use across the Technical Operations organization. In addition, he/she will be managing company-wide and high priority special projects to completion. He/she will manage the activities of the STAT team to ensure projects and support needs have the appropriate priority defined. This person will define team KPIs and ensure the STAT team has the tools and training they need to be successful in their role. The STAT Team Manager works closely with the VP, Technical Operations to develop and execute the strategic vision for the Technical Operations group to ensure objectives are properly aligned with the company.

* Infuse the Patch Values into your work ethic, every day and every interaction * Oversee the daily operations of the STAT Team * Coordinates development and implementation of STAT tools to provide support to Technical Support Operations * Facilitate the Creation and Maintenance of Kasasa’s Core Specific information including technical information and talk tracks for internal users * Handle client escalations pertaining to troubleshooting high-level issues * Represent STAT needs to all other departments within Kasasa * Manages issue backlog to ensure responses meet internal/external SLAs * Plan, execute, track and report on STAT related metrics to measure performance against agreed upon team KPIs that support company goals * Continually look for areas of improvement regarding process and support methodologies that have a direct impact on customer satisfaction * Work closely with multiple departments within Kasasa to help drive product direction, enhance client service value and seamless support to clients * Coordinates STAT resources for internal customer support, identifying appropriate SME for each issue

* 5+ years of professional experience working in a technical implementation or support environment or equivalent experience with a focus on technical consulting * Firm understanding of the banking industry including cores and other service vendors * 3+ years of sales or sales support experience. Specifically, overcoming objections and an ability to articulate very specific technical information in a non-technical way * Strong documentation and communication skills * Solid working knowledge of SQL * Can successfully handle multiple projects and tasks concurrently