• Overseeing daily payment operations across multiple processors and regions • Focus on chargeback management, KPI tracking, and issue resolution • Work closely with senior team members to manage chargebacks, monitor payment performance, investigate anomalies, and support cross-functional efforts to reduce risk and improve seller experience • Assist with the end-to-end chargeback process • Monitor chargeback volumes, win rates, and related KPIs • Apply and continuously build knowledge of card network chargeback rules and evidence requirements • Coordinate with sellers and internal teams to collect supporting documentation for dispute responses • Monitor payment processor dashboards and alerts to identify potential issues or disruptions • Track key payment and chargeback metrics using existing reports and tools • Support analysis of trends • Assist in preparing recurring reports and summaries for internal stakeholders • Support Tier I–II payment-related inquiries from sellers and internal teams • Investigate routine issues related to settlements, refunds, disputes, or processor behavior. • Collaborate with Finance, Risk, Support, and Product teams to resolve issues • Help document and maintain standard operating procedures for chargebacks and payment operations • Contribute ideas and feedback to improve processes, tooling, and reporting • Share observations and insights with senior team members to support ongoing optimization efforts

• Perform day-to-day OpenText Content Server administration, including: • user, group, and role management • permission and inheritance configuration • workspace, folder, and object administration • Manage categories, attributes, and metadata updates as part of operational support. • Support configuration changes under change-management control. • Monitor and manage Content Server background jobs, queues, and scheduled tasks. • Identify and resolve job failures, backlogs, and performance issues. • Coordinate restarts and maintenance activities as per operational procedures. • Handle L2/L3 incidents and service requests in line with SLAs. • Perform root-cause analysis for recurring issues and implement corrective actions. • Provide timely communication and updates to stakeholders. • Provision and de-provision users and groups. • Troubleshoot access, permission, and visibility issues. • Support onboarding/offboarding and role-based access changes. • Analyze Content Server logs and diagnostics to identify issues. • Support resolution of: • login/authentication issues • performance degradation • configuration inconsistencies • Coordinate with infrastructure, DB, and network teams as required. • Support deployment of configuration changes and fixes across environments. • Assist with patching, upgrades, and post-deployment validation. • Maintain environment consistency between Dev, QA, and Prod. • Maintain operational documentation, runbooks, and SOPs. • Ensure compliance with audit and governance requirements. • Contribute to continuous improvement initiatives within the AMS framework.

• Act as a strategic partner to Sales, Marketing and Customer Success leadership, supporting decision-making at operational, tactical and executive levels; • Lead the development and continuous improvement of Revenue Operations (RevOps) processes, focusing on data, tools, processes and enablement; • Structure and facilitate revenue review forums and alignment rituals across areas; • Create, maintain and evolve dashboards, reports and predictive growth and forecasting models; • Support the dissemination of an analytical culture and adoption of a self-service BI model; • Optimize the tools stack (CRM, marketing automation, BI), ensuring data integrity and reliability; • Identify and implement process and workflow automation opportunities, reducing operational friction; • Serve as a bridge between technical teams (Product, Engineering and Data) and business areas, ensuring RevOps learnings and practices are integrated into organizational strategy.

Role Description The PMO Operations Reliability SLA Lead role leads and rolls out the PMO SLA governance model for service catalog, service tiers, response/resolution expectations, escalation paths, ownership model, reporting cadence, and internal/external provider obligations—along with overall operational delivery visibility for leadership. The primary focus is establishing, managing, and reporting the SLA process across internal teams and, where needed, external vendors or commercial providers — ensuring service expectations, support obligations, response times, escalation paths, and reporting are clearly defined and visible. This is a governance and coordination role, not a hands-on technical operations role. The role leads to what service level the business needs and how it should be governed. DevOps/Technology defines how that service level is technically measured, monitored, operated, and achieved. Success depends on SLA and service-management expertise, portfolio and operational coordination, vendor management, stakeholder leadership, and enough technical literacy to partner credibly with DevOps/Technology. Qualifications - Bachelor’s degree in Business, Information Technology, Operations, or a related field; equivalent practical experience considered. - PMP/PgMP and/or service-management certification (e.g., ITIL) preferred. - Agile certification a plus; cloud or security familiarity helpful but not required. - 5–8+ years in PMO, program/portfolio management, IT service management, or operational governance, including experience leading cross-team governance processes. - Demonstrated experience establishing and managing SLA/service-level governance across internal teams and external/commercial vendors. - Track record of operational delivery visibility — portfolio/intake governance, capacity coordination, and leadership reporting. - Experience partnering with DevOps/SRE/Technology teams and translating business needs into technical requirements (without owning technical execution). - Vendor and commercial-provider management experience, including SLA negotiation and oversight. - Exposure to reliability, production support, security, and architecture concepts sufficient to govern and report on them credibly; M&A/vendor-transition experience a plus. Requirements - Establish and rollout the SLA governance process across internal teams and external/commercial providers. - Define business-facing SLA expectations with stakeholders — service priorities, support needs, escalation requirements, and acceptable service levels. - Partner with DevOps/Technology to translate business SLA expectations into technical SLOs, SLIs, monitoring, and operational reporting — without owning the final technical definitions. - Ensure SLA commitments, support models, escalation paths, and reporting expectations are documented and visible to leadership. - Track SLA performance, incident trends, production-support health, and operational risk using data and reporting provided by Technology Ops. - Maintain portfolio-level visibility into service catalog, service tiers, production support, and reliability. - Track operational initiatives that consume the SLA Governance Model. - Help leadership understand operational tradeoffs between BAU, security, architecture, reliability, and project delivery. - Report SLA, incident, reliability, and operational trends (provided by Technology Ops) in a clear, leadership-ready form. - Act as the bridge between business stakeholders and DevOps/Technology — translating business needs into governed service levels, and technical reporting back into business insight. - Build shared ownership of service levels across teams and influence outcomes without direct authority over technical execution. - Accountable for ensuring that all discussions result in clear decisions, defined ownership, actionable next steps, agreed scope boundaries, documented trade-offs, and transparent follow-through. Benefits - Competitive salary and annual bonus - Flexible time off and company recognized holidays - 401k Pension Plan with company match contributions - Short-Term and Long-Term Disability - Life Insurance- Basic, Voluntary, and AD&D - Healthcare- Medical, Dental, Vision, and MDLive - Flexible spending & Health Savings Accounts (HSA) - Employee Assistance Program (EAP)