Platform Support Lead

Who We Are  

SwitchThink Solutions is a fast-growing technology company supporting our parent organization, Desert Financial Credit Union, and more than 175 external credit unions nationwide. Our solutions are built on the Correlation Keystone Platform and complemented by managed services, cloud hosting, disaster recovery, business intelligence, and AI offerings.   

Our clients trust us. We have maintained zero customer churn for eight years and consistently earn strong client advocacy, with an NPS of 84. Our employees are equally committed, bringing a collaborative, team-oriented mindset and a shared passion for excellence. Backed by the financial strength of Desert Financial Credit Union, we offer stability alongside meaningful growth opportunities. 

What you will do here:

The Platform Support Lead serves as the primary point of contact for business platform operations, managing user-facing digital applications and systems. This role ensures optimal performance, coordinates enhancements, performs vendor management , performs SME consultations and serves as the bridge between business stakeholders and technical teams for assigned platform areas.

Platform Management & Operations

• Own day-to-day operations and performance monitoring for assigned business platforms (online banking, phone systems, account opening, etc.)
• Coordinate platform releases, updates, and maintenance activities
• Manage platform configuration changes and feature deployments
• Manage project coordination and tracking activities
• Ensure platform availability and performance meet established SLAs
• Troubleshoot platform issues and coordinate resolution with technical teams and vendor partners

Stakeholder Coordination

• Serve as primary liaison between business units, vendors and technical teams for platform needs
• Gather and document business requirements for platform enhancements
• Facilitate communication between internal stakeholders and vendor partners
• Coordinate with Project Management Office on platform-related initiatives
• Partner with Infrastructure Operations team on technical dependencies

Vendor & Business Relationship Management

• Manage relationships with platform vendors and service providers
• Manage system releases coordinating with Product Managers, Business Units, Users and Vendors
• Coordinate vendor support activities and escalations
• Participate in vendor meetings and platform roadmap discussions
• Ensure vendor deliverables meet business requirements and timelines
• Support contract renewals and vendor evaluations

Documentation & Process Management

• Maintain comprehensive platform documentation and procedures
• Develop and update user guides and training materials
• Create and maintain platform support processes and workflows
• Document platform configurations and customizations
• Ensure knowledge transfer and cross-training capabilities

User Experience & Support

• Monitor user experience metrics and platform usage analytics
• Coordinate resolution of user-impacting platform issues
• Support business teams with platform-related user inquiries
• Ensure platform changes enhance user experience and satisfaction
• Manage user support and issue resolution

What you will need:

• High School Diploma or GED required.
• 5+ years experience in platform operations, business systems, or related technical roles required.
• Demonstrated strong understanding of digital banking platforms and user-facing applications required.
• Experience with vendor management and business stakeholder coordination required.
• Demonstrated understanding of financial services operations and member service requirements required.
• Demonstrated understanding of financial services operations and member service requirements required.
• Proficiency with business platform tools and applications required.
• Basic understanding of system integrations and data flows required.
• Experience with platform monitoring and analytics tools required.
• Demonstrated knowledge of testing methodologies and quality assurance processes required.
• Familiarity with project management principles and tools required.
• Excellent written and verbal communication skills required.
• Strong relationship-building and stakeholder management abilities required.
• Demonstrated ability to translate technical concepts for business stakeholders required.
• Leadership skills to guide platform support initiatives required.
• Problem-solving and critical thinking capabilities required.

Job Location: Phoenix, Arizona

Job Type: Hybrid

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.

#LI-Hybrid