Swivel

• Serve as a key member of customer-facing teams and leverage extensive knowledge of SWIVEL solutions to support sales and new business growth • Monitor customer health metrics, proactively address risks, and implement strategies to prevent churn and ensure long-term retention • Work with customers to build customer success plans, establishing critical goals, to help customers reach their organizational goals and objectives • Partner with accounts teams (Account VPs and Account Managers) to uncover cross-selling and product adoption opportunities • Advocate customer needs to cross-functional teams, to include the Director of Customer Success, Marketing, Product, Quality Assurance, Implementations, and Support, and manage customer concerns • Identify dissatisfaction risk and collaborate with internal teams to remediate and ensure renewal of contract and high level of customer satisfaction • Leverage Salesforce, Omni Analytics, and other internal tools for data-driven insights and opportunities for customer relationship growth • Create and deliver data-supported business reviews and reports to highlight customer utilization and provide ongoing recommendations for further optimization • Report on trends associated with customer engagement and present recommended methodologies to senior leadership • Drive operational excellence by creating scalable processes, playbooks, and workflows that will define the future of our Customer Success organization • Support the Implementations team for client onboarding readiness, ensuring teams and clients are prepared for success • Take initiative to build structure where none exists, laying the foundation for sustainable growth and scalable team success • Serve as a senior role on the team, bringing industry experience and mentorship of associate-level team members • Stay ahead of industry trends, compliance, and payment systems to provide informed guidance to customers and field teams.

SWIVEL is seeking a talented individual to drive operational excellence and build appropriate workstreams to deliver programmatic excellence for our customers and business partners. Why you'll love this role: You have a passion for excellence and quality of execution. You have solid experience in business program management with a focus on operations. You love the challenge of conquering audacious goals and leading others. You see opportunities when others see failures. You are a great communicator, who enjoys sharing findings, successes, and opportunities for improvement. You are a strategic thinker (big picture) with ability to connect the dots and create a shared vision. You are a meticulous program manager, knowing end-to-end process flows for how your programs work and understanding how the business needs to be executed operationally. Essential duties include the following: - Be an expert Program Manager II in a matrixed organization, supporting the money movement and payment processing business unit within SWIVEL. - Ability to operate with no day-to-day direction or oversight and can successfully operate under a high level of ambiguity and pace of change. - Mentor more junior Program Managers in an ambiguous environment, providing mentorship on their initiatives. - Effectively explain strategy and higher-level concepts to the program management team, cross-functional organizations, and senior-level executives. - Represent the program management team in cross-functional conversations. - Ensures the program management team’s strategy is consistent by global vertical, horizontal, and market level. - Overcome roadblocks and escalate issues effectively as they arise by independently thinking through potential execution challenges from end-to-end (e.g., requirements not sufficiently understood or documented, ineffective cross-team collaboration, insufficient stakeholder review, etc.) identifying and mitigating risks before they become roadblocks. - Demonstrate thought leadership for the program management functional area helping to set standards for various pieces of team artifacts such as project documentation, executive level communication, status reports, business reviews, team KPIs, and process flow documentation. - Develop and own communication plans for program status updates, issues, and risk management, and effectively and proactively communicate to influencing stakeholders. - Create project documentation, including executive level communications, dashboards, project plans and status reports. Keep stakeholders informed about project progress, milestones, and potential risks. - Provide feedback and recommendations for improvement on the program management team’s documentation, dashboards, KPIs, and status reports. - Define and track metrics such as key quality and performance indicators and drive cross functional execution of deliverables. Develop, implement, and govern KPI reporting for a portfolio of programs, providing visibility to the milestones, and performance across all projects. Proactively and independently analyze information to identify specific trends and opportunities for improvement, recommending appropriate and relevant tactical improvements and anticipating future business needs. - Drive internal and external process improvements across multiple teams and functions including reducing the manual efforts through automation. - Partner with functional leaders to understand their roadmap/initiatives and impact to roadmap due to projects and resource availability. Collaborate with stakeholders and product owners to define program requirements, set priorities, and establish scope. Confidently and constructively challenge priorities or directions of projects as needed, identifying areas where we can reprioritize resources. - Collaborate with stakeholders and product owners to define program requirements, set priorities, and establish scope. Confidently and constructively challenge priorities or directions of projects as needed, identifying areas where we can reprioritize resources. - Create and maintain process flows and procedures to ensure operational readiness and efficiencies. Create project charters that define objectives, in-scope and out-of-scope items, and estimations of effort by resource type. Serious candidates will possess the minimum qualifications: - Bachelor’s degree from an accredited four-year college or university and minimum of five (5) years of experience in a similar role (SaaS environment) required. - Minimum of five (5) years of relevant business experience within SaaS, Operations, Program Management or Project Management. - Minimum three (3) years experience working in money movement, payment processing, financial services industry, card/automated clearing house (ACH) payments. - Experience working in financial services industry, card/automated clearing house (ACH) payments preferred. - Strong verbal and written communication, negotiation, data analysis, leadership, and presentation skills. - Experience leading highly complex initiatives across large functional groups with ability to influence partners and leaders. - Experience mentoring junior Program Managers preferred. - Strong problem solving and critical thinking skills. - Excellent time management skills and willingness to take responsibilities for meeting goals, objectives, and project deadlines. - High level of expertise with Microsoft office products; including Microsoft Project. SWIVEL offers*: - Competitive overall compensation package - Work/Life balance - Employee engagement activities and recognition awards - Years of Service awards - Career enhancement and growth opportunities - Leadership Academy and Mentor Program - Continuing education and career certifications - Variety of healthcare coverage options - Traditional and Roth 401(k) retirement plans - Lucrative Wellness Program *Based upon employee eligibility Additional Information: SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWIVEL does not hire tobacco users as allowed by law. To learn more about SWIVEL, visit our website at https://www.getswivel.io/. If interested, please click the appropriate apply button.

• Support end‑to‑end coordination of assigned projects, including timeline management, task tracking, and documenting project updates • Partner with cross‑functional teams to gather requirements, maintain project documentation, and follow up on action items • Prepare project materials such as status reports, presentations, and meeting agendas; capture notes and follow‑ups • Assist with process improvement initiatives by documenting workflows, identifying inefficiencies, and proposing incremental enhancements • Monitor project risks and escalate issues to leadership in a timely manner • Build and maintain positive working relationships across teams to support collaboration and alignment • Contribute to operational planning cycles by providing data, updates, and administrative project support • All other duties as assigned.

• Lead the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals. • Identify, scope, and deliver automation opportunities, such as workflow automation, AI‑assisted support, routing optimization, and system integrations. • Execute strategic support initiatives, operationalize cross‑functional workstreams, define and track success metrics, and provide executive‑level reporting on progress, risks, and outcomes. • Serve as a connector between Support, Product, Engineering, Sales, Customer Success, Implementations and external vendors. • Translate business needs into technical requirements and ensure the voice of the customer is represented. • Evaluate, recommend, and implement support technologies in partnership with Product, Engineering, and Support teams that improve support operations and customer satisfaction. • Use customer insights, operational metrics, and journey analytics to diagnose issues and prioritize improvements. • Build dashboards, generate insights, and conduct post‑launch analyses to ensure sustained performance. • Collaborate with knowledge manager and support teams to maintain accurate, accessible support knowledge. • Implement governance models, feedback loops, and continuous improvement processes.

SWIVEL is seeking a talented individual who will support project planning, coordination, and execution for a business unit. The Project Manager collaborates with cross‑functional partners to track progress, identify blockers, and maintain clear communication across teams. This position exists to help ensure projects are delivered on time and with quality, enabling operational consistency and supporting business goals. The Project Manager will lead projects independently from strategic planning to execution. This role requires exceptional communication skills, the ability to influence outcomes at all levels, a strong ability to execute on tasks, a deep understanding of the company’s goals and objectives, and a strong executive presence. This person will bring several years of experience managing projects, ideally in a payments and/or operations space. Why you'll love this role: In this role, you’ll support the successful delivery of projects that help strengthen SWIVEL’s operations and business objectives. You’ll work closely with cross‑functional teams, help structure project plans, coordinate milestones, and keep work on track. You’ll leverage your skills in project management, process improvement, and stakeholder communication while contributing to meaningful projects that help the business operate more efficiently. Essential duties include the following: - Support end‑to‑end coordination of assigned projects, including timeline management, task tracking, and documenting project updates. - Partner with cross‑functional teams to gather requirements, maintain project documentation, and follow up on action items. - Prepare project materials such as status reports, presentations, and meeting agendas; capture notes and follow‑ups. - Assist with process improvement initiatives by documenting workflows, identifying inefficiencies, and proposing incremental enhancements. - Monitor project risks and escalate issues to leadership in a timely manner. - Build and maintain positive working relationships across teams to support collaboration and alignment. - Contribute to operational planning cycles by providing data, updates, and administrative project support. - All other duties as assigned. Serious candidates will possess the minimum qualifications: - Bachelors degree in Business Administration, Finance, Management Information Systems, or related fields. - Minimum of two (2) years of general experience in project management. - Specialized experience in a SaaS or technology industry; EdTech experience would be a plus. - Analytical-thinking and problem-solving experience - Ability to think strategically while maintaining a hands-on approach to problem solving. - Excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills. - Able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm. - Possess a working knowledge of personal computers to include MS Word, Excel, PowerPoint and SaaS applications. - Able to lift 10 - 20 lbs. of binders, paper, and/or files. - Able to sit for long periods of time while executing computer applications, speaking with clients or aiding team members. SWIVEL offers*: - Competitive overall compensation package - Work/Life balance - Employee engagement activities and recognition awards - Years of Service awards - Career enhancement and growth opportunities - Leadership Academy and Mentor Program - Continuing education and career certifications - Variety of healthcare coverage options - Traditional and Roth 401(k) retirement plans - Lucrative Wellness Program *Based upon employee eligibility Additional Information: SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWIVEL does not hire tobacco users as allowed by law. To learn more about SWIVEL, visit our website at https://www.getswivel.io/. If interested, please click the appropriate apply button.

SWIVEL is seeking a talented individual who will be responsible for designing, implementing, and optimizing support operations and service delivery models. This role will design and implement scalable processes, optimize systems, drive automation, and manage cross‑functional partners. The Support Operations Specialist ensures support operations evolve with SWIVEL’s strategic objectives, partnering with frontline teams to deliver efficient and effective customer support. The role manages key programs, processes, and resources that improve customer experience, accelerate team performance, and drive operational excellence. Why you'll love this role: As a Support Operations Specialist, you’ll drive the delivery of complex, cross‑functional programs that define how SWIVEL supports customers at scale. You’ll lead process innovation, operational transformation, and client support experience improvements that materially elevate both customer satisfaction and internal efficiency. You’ll be at the heart of transforming how we support our customers, designing smarter processes, optimizing tools, and driving innovation that empowers both our customers and our support teams. Essential duties include the following: - Lead the development and continuous improvement of customer support workflows, ensuring scalability, efficiency, and alignment with business goals. Identify, scope, and deliver automation opportunities, such as workflow automation, AI‑assisted support, routing optimization, and system integrations. - Execute strategic support initiatives, operationalize cross‑functional workstreams, define and track success metrics, and provide executive‑level reporting on progress, risks, and outcomes. - Serve as a connector between Support, Product, Engineering, Sales, Customer Success, Implementations and external vendors. Translate business needs into technical requirements and ensure the voice of the customer is represented. - Evaluate, recommend, and implement support technologies in partnership with Product, Engineering, and Support teams that improve support operations and customer satisfaction. - Use customer insights, operational metrics, and journey analytics to diagnose issues and prioritize improvements. Build dashboards, generate insights, and conduct post‑launch analyses to ensure sustained performance. - Collaborate with knowledge manager and support teams to maintain accurate, accessible support knowledge. Implement governance models, feedback loops, and continuous improvement processes. - Other duties as assigned. Serious candidates will possess the minimum qualifications: - Bachelors degree in Business Administration, Finance, Management Information Systems (MIS), or related fields. - Minimum of five (5) years of generalized experience in customer support, support operations, or service design, with a proven track record of leading cross-functional initiatives. - Minimum of two (2) years of specialized experience in the financial institution industry, a SaaS or technology industry, or project management. - Ability to think strategically while maintaining a hands-on approach to problem solving. - Excellent interpersonal, organizational, communication (both written and oral), and telephone etiquette skills. - Able to work under sometimes stressful conditions while maintaining professionalism and enthusiasm. - Possess a working knowledge of personal computers to include MS Word, Excel, PowerPoint and SaaS applications. - Able to lift 10 - 20 lbs. of binders, paper, and/or files. - Able to sit for long periods of time while executing computer applications, speaking with clients or providing assistance to team members. SWIVEL offers*: - Competitive overall compensation package - Work/Life balance - Employee engagement activities and recognition awards - Years of Service awards - Career enhancement and growth opportunities - Leadership Academy and Mentor Program - Continuing education and career certifications - Variety of healthcare coverage options - Traditional and Roth 401(k) retirement plans - Lucrative Wellness Program *Based upon employee eligibility Additional Information: SWIVEL is a Substance-Free Workplace and requires pre-employment drug testing. Please note, SWIVEL does not hire tobacco users as allowed by law. To learn more about SWIVEL, visit our website at https://www.getswivel.io/. If interested, please click the appropriate apply button.

• Leads high-impact products in the payments space, working closely with executive leadership to drive innovation • Creates features, epics, and technical user stories with complex Product specifications for Dev teams to build a new platform • Collaborates with leadership on the creation of the product roadmap • Produces deep technical documentation for a variety of stakeholders • Delivers Go to Market and Commercialization materials • Helps create and update playbooks for migration, beta, pilot, sunset, and release • Translates solutions into designs, user stories, and acceptance criteria • Manages the Product backlog for Transaction Processing • Integrates 3rd party services and SaaS vendors to our platform • Aligns self and others with company’s strategic vision and corporate initiatives • Leads cross-functional teams in the execution of the product roadmap • Performs market and competitive research to identify gaps and opportunities • Engages with users to gain critical insights into their pains and their ideals • Applies creative thinking to design solutions based on insights and market research • Manages feature sprint, epic, and product-level iterative life cycles • Works cross-functionally to address stakeholder needs and concerns • Articulates feature benefits to customer success and product marketing teams • Influences, guides, and helps execute version releases and go-to-market plans