Support Business Operations Program Manager

| Chicago
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Support Business Operations

We’re looking for a highly organized, people-centric Support Business Operations Program Manager within our Support organization. As the Support Business Operations Program Manager, you will spearhead and lead initiatives for our seven Support teams and Support Leadership. Day-to-day roles include project management and implementation; this candidate should have a strong eye for detail, impeccable planning and organizational skills, desire and understanding of data interpretation and strategies, and feel comfortable making decisions on the fly. In addition to managing day-to-day projects, this candidate should be excited to play a pivotal role in helping our Support Leadership team plan for the future as we continue to grow and scale.

Day in the Life:
  • Work directly with the front-line team, developers, and leadership on project management tasks
  • Take projects (think IVR phone system updates, enhancements to customer satisfaction surveys, etc.) from start to finish: use data to build a business case, coordinate kickoffs, follow-ups, and retros with stakeholders to ensure successful deliverables 
  • Be the point person for Support with Product launches, proactively determine Support needs, effectively communicate them to all stakeholders, and delegate tasks within and outside of the organization
  • Lead interactions across the business, from Product to Legal to Marketing
  • Perform research to identify product /customer experience gaps using merchant and team feedback to drive critical corrective actions, improving merchant perception and loyalty
  • Strategically review and make data-driven prioritization suggestions to leadership to better serve our merchants
  • Develop presentations and communicate project updates with Support Leaders, stakeholders, and executive staff

Beyond the Day-to-Day:
  • Asking Why to see how we can continually optimize our approach to servicing our merchants and our teammates. We believe we could become even more effective and efficient and are looking for a candidate who will help us get there.
  • Caring a Lot by advocating for the needs of our teammates and merchants when working through projects.
  • Solving Together by collaborating with Support Leadership and all stakeholders to solve the trickiest problems. We’d expect you to dig deep to understand problems and their nuances, then work with leaders to find the best solutions.
Requirements:
  • Believes in Braintree’s Values of Ask Why, Care, A Lot, and Solve Together
  • Is self-driven, self-motivated, and doesn’t need a guidebook to be successful
  • Experience in working with Product Management teams, high level executives, and third party players
  • Is an obsessive organizer; you love using tools to help solve problems, color coding and alphabetizing is your middle name, and taking notes is a favorite past time
  • Is able to see the micro impact of a macro change
  • Is someone who can easily pose future scenarios, think globally, and makes tough decisions based on a mixture of analysis, experience, and judgement 
  • Is someone who is adept at looking back at previous work, learning, and making adjustments going forward
  • In current role, consistently speaks up, brings fresh ideas to the table, and has many examples of taking quick action to execute on projects or initiatives
  • Is easy to approach and finds rapport with others in order to build effective relationships
  • Is someone who knows their resources and how and when to ask for help
  • Is comfortable shifting gears to find common ground and solve problems with everyone’s best interests in mind; loves swimming in solutions versus dwelling on problems
  • Is someone with acrobatic juggling skills; you can skillfully handle multiple projects at once
  • Is passionate and knowledgeable; your thirst for learning extends further than what is required for your job, and you are your own best teacher
  • Is a strong communicator, both written and verbal; you enjoy working with all types of people, and feel confident hammering home big ideas with managers and executives
  • Is someone who fights fires with finesse; you can tackle problems quickly, while maintaining focus on priorities
  • Forward thinker; you proactively seek answers to the unanswered questions even before they’re asked
  • Positive attitude; throughout the day, in every which-way

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RubyLanguages
    • ClojureLanguages
    • RustLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • DropwizardFrameworks
    • CassandraDatabases
    • PostgreSQLDatabases
    • S3Databases

Location

222 Merchandise Mart Plaza, Chicago, IL 60654

An Insider's view of Braintree

What projects are you most excited about?

Braintree is committed to continual improvement in the areas of D&I. We do this by emphasizing our values of Ask Why, Care A Lot, and Solve Together, Ensuring D&I is an ongoing conversation at all levels of the company, offering company-wide D&I trainings, and supporting employee developed events.

Anna Johnson

Diversity & Inclusion Program Manager

How do you empower your team to be more creative?

Working on internal products, I have a direct feedback channel to my teammates, to help fix things when they aren't quite right. Seeing this multiplier effect in action, seeing how it unlocks my teammates to new productive ends, is extremely satisfying.

Andrew Harris

Software Engineer

What are Braintree Perks + Benefits

Culture
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Child Care Benefits
Acme Co. provides Backup child care assistance.
Generous Parental Leave
Family Medical Leave
Adoption Assistance
Company sponsored family events
Acme co. sponsors family oriented events Annually.
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Sabbatical
Paid Holidays
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Game Room
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Cross functional training encouraged
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