LOCATION: Our office is located in Minnetonka, MN. Candidates must reside in the Twin Cities area and will be required to be in-office 5 days per week.
Overview The Operations Delivery Manager is responsible for the operational delivery, configuration, and ongoing support of client loyalty programs at RAZR.
This role translates approved client requirements and business rules into accurate platform configurations, validates that programs function as intended, and supports testing, launch readiness, and transition into ongoing operations.
The Operations Delivery Manager also serves as a key operational contact for assigned client programs, coordinating configuration changes, campaigns and promotions, issue resolution, and operational support with clients and internal teams.
The ideal candidate is detail-oriented, operationally minded, comfortable working with technology, and able to translate complex business requirements into accurate platform configurations and scalable operational processes.
Responsibilities Program Implementation & Configuration - Own the operational setup and configuration of new client loyalty programs within the RAZR platform.
- Translate approved requirements, business rules, and program designs into accurate platform configurations.
- Develop and execute validation procedures and test scenarios to confirm configured programs and processed data produce expected results.
- Validate member/customer records, transactions, balances, rewards, and other program outcomes during implementation.
- Investigate configuration, data, or processing discrepancies and coordinate resolution with the appropriate internal teams.
- Support QA, user acceptance testing, launch readiness, and go-live activities.
- Partner with the Program Manager to ensure configuration, testing, dependencies, risks, and operational requirements are reflected in implementation plans.
- Transition newly launched programs into ongoing operational support.
Client Operations & Service Management - Serve as a key operational contact for assigned client programs during implementation and ongoing operations.
- Provide guidance on program configuration, platform functionality, campaigns, promotions, and operational processes.
- Manage ongoing configuration changes and ensure updates are appropriately reviewed, tested, and validated.
- Own initial triage of client-escalated operational, customer service, and technical issues.
- Coordinate issue resolution with Support, Technology, Product, Account Management, and other teams as needed.
- Maintain clear client communication and follow-up on outstanding issues, changes, and operational needs.
- Support a high-quality client experience by proactively identifying and addressing operational challenges or service gaps.
Operational & Financial Coordination - Coordinate operational requirements related to client contracts, compliance activities, vendors, and other administrative needs.
- Partner with Account Management and internal teams on billing, invoicing, collections, forecasting, and related client activities.
- Track outstanding operational and administrative items through resolution.
Process Improvement & Operational Excellence - Develop, refine, and maintain operational processes, workflows, procedures, and documentation.
- Identify opportunities to improve the efficiency, scalability, accuracy, and consistency of program implementation and operations.
- Identify recurring configuration or operational issues and partner with the appropriate teams to address root causes.
- Support automation and process improvements that reduce manual effort and improve service quality.
- Contribute operational insights and client feedback to Product and process improvement initiatives.
Cross-Functional Collaboration - Partner closely with Program Management, Product, Support, Technical Services, and other internal teams.
- Work alongside the Program Manager - Implementations to ensure operational and configuration activities are appropriately incorporated into implementation efforts.
- Provide subject matter expertise on program configuration and operational requirements.
- Communicate configuration decisions, requirements, risks, and issues clearly to Program Manager and internal stakeholders.
- Escalate operational issues and blockers when additional support or decision-making is required.
- Help ensure effective handoffs and communication between client-facing, operational, and technical teams.
Qualifications & Experience - 3-5 years of experience in SaaS implementation, client operations, platform operations, customer success, technical support, program operations, or related fields.
- Experience working with SaaS platforms and configuring technology solutions based on client or business requirements.
- Strong attention to detail and demonstrated accuracy in configuration and operational execution.
- Strong problem-solving, troubleshooting, and issue-triage skills.
- Ability to understand business requirements and translate them into platform configurations and operational processes.
- Comfortable working with technology platforms, integrations, data workflows, and technical teams.
- Strong organizational skills and ability to manage multiple operational priorities.
- Excellent written and verbal communication skills.
- Experience with financial institutions, banking, credit unions, fintech, or financial services is preferred.
- Experience with loyalty, rewards, promotions, CRM, or customer engagement platforms is a plus.
What Success Looks Like - Success in this role means client programs are configured accurately, validated thoroughly, and operationally ready for launch.
- The Operations Delivery Manager brings together platform expertise, attention to detail, operational judgment, and client focus to ensure programs work as intended from implementation through ongoing operations. They provide the operational expertise required by the Program Manager and broader implementation team while becoming a trusted operational partner to assigned clients.
