Lead Customer Implementation Manager

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze®, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Early Warning follows a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose:
This position will collaborate across functions to drive adoption of Early Warning Services products. This is a client-facing role that provides technical and functional product support to external clients and assists with implementation/setup activities to ensure frictionless onboarding into the EWS ecosystem.  

Essential Functions:

Lead Implementation Delivery

• Manage and provide direction to implementation team and if appliable consultants supporting merchant integrations
• Enforce standards, QA processes, and delivery expectations
• Review implementation work to ensure consistency, quality, and adherence to best practices
• Drive accountability across timelines, deliverables, and outcomes
• Identify and address implementation friction points (e.g., redirects, latency, drop-offs)
• Implement standardized pre-launch scorecards and post-launch reviews
• Lead technical and UX design reviews with clients

Serve as a Subject Matter Expert (SME)

• Serve as escalation point for complex or high-priority implementations
• Act as the primary expert on mobile checkout and app-based implementations
• Advise external partners on optimal integration approaches
• Training and mentoring of team members on implementations, procedures and controls

Drive Cross-Functional Alignment

• Lead cross-functional collaboration across Product, Engineering, Design, and Operations
• Facilitate implementation reviews and readiness assessments for key launches
• Ensure learnings are captured and scaled across future integrations
• Support go/no-go decisions with clear recommendations based on implementation readiness
• Partner with product to enhance documentation, playbooks, and training materials
• Share t integration and product feedback with Product and Technology groups to influence roadmap and new product enhancements

 Build Scalable Playbooks & Standards

• Create repeatable processes to reduce variability across external organizations
• Continuously refine best practices based on data, feedback, and evolving platform capabilities

Minimum Qualifications

• Education and/or experience typically obtained through completion of a bachelor’s degree or equivalent
• Typically 8+ years of progressive experience in integrations, product implementation, or related roles
• Strong experience with web browser and mobile app ecosystems (iOS, Android) and in-app user flows
• Proven ability to manage vendors, consultants, or cross-functional teams
• Deep understanding of digital checkout, payments, or e-commerce experiences
• Strong analytical and problem-solving skills with a focus on improving user experience and performance
• Excellent communication and stakeholder management skills
• Background and drug screen

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

The base pay scale for this position in:
New York, NY/ San Francisco, CA in USD per year is: $125,000 - $156,000.

Additionally, candidates are eligible for a discretionary incentive plan and benefits.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Some of the Ways We Prioritize Your Health and Happiness 

• Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees.