Alkami is seeking an experienced and driven Manager to lead our ACH Alert Application Support team. This role is the operational backbone of the post-go-live experience for our financial institution clients, overseeing a team of Application Support Engineers who serve as the primary point of contact for production issues across the ACH Alert platform. You will report to the Director, Alkami Solutions Group and work closely with cross-functional partners across Engineering, Product, Implementations, and Client Relations to deliver a best-in-class support experience. Essential Duties & Responsibilities

Team Leadership & Operational Management

• Lead, coach, and develop a team of Application Support Engineers dedicated to the ACH Alert (Positive Pay and Reporting solutions) platform

• Build a culture of ownership, urgency, and continuous improvement where the financial institution's success is the team's North Star

• Participate in hiring, set performance expectations, manage growth plans, and address underperformance directly

• Maintain an on-call rotation structure via PagerDuty for after-hours SEV 1 coverage, ensuring the team meets SLA commitments of 60-minute initial response and 24-hour resolution windows

• Participate in and lead key items across weekly, monthly, and quarterly team meetings and training sessions

Client Experience & Escalation Management

• Personally own escalations from direct reports and follow a methodical escalation process through to senior leadership when warranted

• Maintain a high bar for client-facing communication — your team represents Alkami to financial institutions navigating real-time fraud prevention challenges

• Serve as an executive point of contact for critical production incidents affecting ACH Alert (Positive Pay and Reporting solutions) clients

• Remain calm and decisive under pressure, confidently taking ownership of important decisions in the absence of leadership

Performance Metrics & Data-Driven Operations

• Define, track, and report on key performance indicators including ticket resolution time, SEV 1 response compliance, client satisfaction, and recurring issue trends

• Use data to drive decisions and surface patterns to Product and Engineering that reduce incident volume over time

• Communicate team metrics clearly and consistently to leadership on a regular cadence

Process & Operational Excellence

• Build and enforce rigorous operational processes — from ticket triage and routing standards within the ACH Alert (Positive Pay and Reporting solutions) Help Desk to handoff procedures between Support, Implementations, and Engineering

• Identify recurring issue patterns and work cross-functionally to eliminate root causes

• Lead the team in maintaining and expanding a robust knowledge base in Confluence to accelerate resolution times and enable team self-sufficiency

• Identify opportunities for continuous improvement and drive operational efficiencies in partnership with ASG leadership

Cross-Functional Collaboration

• Partner closely with ACH Alert (Positive Pay and Reporting solutions) Implementations, Engineering, Product, and the Database team to ensure seamless transitions from go-live into production support

• Align with the broader Application Support leadership to drive consistency in tooling, process, and client experience

• Represent Support in cross-functional planning conversations, especially as new ACH Alert modules or integrations roll out

Team Development & Knowledge Management

• Invest in your team's technical depth across ACH Alert's full product suite — Fraud Prevention HQ, ACH Positive Pay and Check Positive Pay, PDX, EDI TransAlert, and C.O.P.S.

• Establish SME ownership across functional areas and facilitate regular knowledge-sharing sessions

• Ensure the team stays current as the platform evolves through product releases

• Drive adoption of tools and AI-assisted workflows that improve team efficiency and response quality

Knowledge, Skills, & Qualifications

Required Qualifications

• 7+ years of experience in technical support or application support, with at least 2 years in a people management or team lead role

• Proven ability to manage a team supporting complex SaaS platforms in a high-stakes, client-facing environment

• Exceptional written and verbal communication skills — able to de-escalate a tense FI call just as effectively as summarizing ticket trends for a VP

• Demonstrated experience using data and KPIs to drive operational improvements

• Strong ability to work autonomously, make decisions under pressure, and own outcomes end-to-end

• Hands-on experience with SQL for reviewing and interpreting application configuration data

• Familiarity with help desk or ticketing systems and PagerDuty or similar on-call management tools

• Experience with Google Suite (Gmail, Drive, Docs, Sheets)

• Strong attention to detail and a high degree of self-motivation

Preferred Qualifications

• Background working at or for a financial institution — particularly in deposit operations, treasury management, or back-office ACH processing

• Knowledge of ACH rules, NACHA file formats, and banking compliance obligations

• Experience working with common FI core platforms such as Fiserv, Symitar, JHA, Finastra, or Apiture

• Familiarity with ACH fraud prevention products or positive pay platforms

• Experience driving operational efficiencies and process standardization during periods of organizational growth or change

The salary range for this position is: $125,000 - $145,000

Cool Things to Know

Not Just Any Company: Alkami has an awesome diverse and inclusive environment. We have a FUN culture and offer great benefits, including remote-first environment, unlimited paid time off, 401(k) with employer match, and more.

Work Authorization: We cannot offer employment sponsorship at this time. Candidates must be eligible to work in the US for full-time employment.

Recruiters: We are not looking for outside recruiting firms to help us in this search. Thank you for understanding.

Pay Transparency: As of January 1, 2023, new states and locales have enacted pay equity laws that require more pay transparency by employers in the following states: California, Colorado (effective January 1, 2021), Connecticut, Maryland, Nevada, New Jersey, New York, Ohio, Rhode Island and Washington.

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