A Day In the Life:
Hertz is seeking an outcome oriented, self-directed North American Payment Lead (NAPL) who will be accountable for the overall delivery and support of payment service and systems. The NAPL will work with Operations, Finance & Accounting, Payment Service Providers, and Technology teams to ensure that the most appropriate levels of services are provided to meet current and future business needs. The NAPL will work closely with Europe counterpart to solve problems and initiatives facing the functional area. The NAPL will manage and monitor the delivery and outcomes of Payment Services including tracking, reporting, and ensuring Service Provider is adhering to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs). The Lead will also ensure consistency of the Managed Services model across all technologies within the tower. The Lead will be the first point of contact for escalation/resolution of Operational issues and lead incidents for the payment team.
What You'll Do:
- Serve as the first point of contact for escalation/resolution of all E-Commerce and POS payment incidents and Operations issues
- Manage the US fleet of Service Provider terminals. Ensure new installation, repair and replacement processes meet Field Operations SLAs
- Work closely with Field Technology Support to jointly ensure Service Provider devices meet Field Operations SLAs
- Serve as the first point of contact for the Service Providers and tracking of Payment Service Provider incident resolution
- Set incident expectations with and provide ongoing feedback to Service Provider in order for them to successfully handle incident.
- Ensure Service Providers provide valid Root Cause Analysis (RCA) and validate the accuracy of the Provider's RCA
- Provide On-Call manager escalation support for production incidents and incidents during business hours and off-hours.
- Create and/or utilize reports or dashboards on a weekly basis to track and ensure Service Provider is adhering to SLAs and KPIs
- Identify areas for process improvement and execute on those to help improve efficiency, effectiveness, and productivity by partnering with the Service Providers, Operations and Field Technology
- Conduct regular team meetings to ensure deliverables and timelines are met.
- Participate in budget planning process.
- Drive capacity, scalability, reliability, and security initiatives to comply with PCI & Security requirements
- Participate in Disaster Recovery coordination, planning, testing, and execution.
- Work with Service Provider to ensure timely/accurate responses to all types of Audit inquiries (SOC2, First Line of Defense, Risk)
- As owner of CMDB configuration items (database assets), respond to inquiries from ITSM team when cleanup/edits are required.
- Coordinate with Service Providers and vendors to ensure necessary maintenance and patching as required.
What We're Looking For:
- 10+ years payment experience with Payment Service Provider(s) including payment device fleet management
- 10+ years Project / Program experience in all phases of design, development, capacity planning, and scalability management.
- Excellent verbal, written, and presentation skills and the ability to foster building relationships with a diverse group of application, infrastructure and management leaders.
- Ability to think and act strategically and evaluate options in the short, medium, and long term.
- Strong planning and organizing skills including the ability to manage several work streams simultaneously.
- Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.
- Experience working in a highly collaborative environment and promoting a teamwork mentality.
- Experience working with various vendors, building partnerships, and establishing communication plans, and roadmap sessions.
- Energetic and ability to work effectively in a fast-paced environment and under pressure.
- Ability to cope in a technically complex, fast-changing, and deadline-driven environment.
- Clear focus on Production stability and resiliency
- Experience working in a 24x7 support environment.
- Experience with process improvement and operational efficiency projects - both leading and supporting
We expect the starting salary to be around $125,000 with annual bonus and profit sharing eligibility. The actual salary will be determined based on years of relevant work experience
What You'll Get:
- Up to 40% off any standard Hertz Rental
- Paid Time Off
- Medical, Dental & Vision plan options
- Retirement programs, including 401(k) employer matching
- Paid Parental Leave & Adoption Assistance
- Employee Assistance Program for employees & family
- Educational Reimbursement & Discounts
- Voluntary Insurance Programs - Pet, Legal/Identity Theft, Critical Illness
- Perks & Discounts –Theme Park Tickets, Gym Discounts & more
The Hertz Corporation operates the Hertz, Dollar Car Rental, Thrifty Car Rental brands in approximately 9,700 corporate and franchisee locations throughout North America, Europe, The Caribbean, Latin America, Africa, the Middle East, Asia, Australia and New Zealand. The Hertz Corporation is one of the largest worldwide airport general use vehicle rental companies, and the Hertz brand is one of the most recognized in the world.
US EEO STATEMENT
At Hertz, we champion and celebrate a culture of diversity and inclusion. We take affirmative steps to promote employment and advancement opportunities. The endless variety of perspectives, experiences, skills and talents that our employees invest in their work every day represent a significant part of our culture – and our success and reputation as a company.
Individuals are encouraged to apply for positions because of the characteristics that make them unique.
EOE, including disability/veteran