What are the responsibilities and job description for the Senior, Corporate Reliability position at Shift4?
Overview
Shift4 (NYSE : FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.
Senior, Corporate Reliability
Job Description
The senior, Corporate Reliability maintains compliance of operations focused primarily on inspections and investigations of process workflows, customer service, merchant relations, product deficiencies, and technological mishaps. This person will conduct forensic review of evidence to include areas involved, both internal and external records, and training and performance of parties involved. Additionally, this person will assist with the Shift4 corrective action process, ensuring each step is performed correctly, assigning explicit actions, and ensuring corrective action effectiveness over time. This person may also be expected to author corrective action reports that are delivered to executive staff. The compliance processes are inclusive of, but not limited to, call center operations, deployment, Return Merchandise Authorization (RMA), shipping, on-boarding, sales, finance, risk, merchant relations product deficiencies, installations, and technological mishaps in internal or external facing systems. Functionally, this person will supervise cross-divisional corrective action activities through standardized policies, procedures, and communication as required to ensure issues are permanently addressed with an appropriate balance of thoroughness, speed, risk, and cost.
Responsibilities
- Conduct virtual and on-site inspections of payment processing equipment installations to assess compliance with industry standards and Shift4 guidelines.
- Review technical documents related to issues of concern, including but not limited to call recordings, ticket systems, customer and partner portals, CRM and ERP systems, and technical interchange logs.
- Collaborate with multidisciplinary cross-functional teams in support of investigations related to customer complaints and corporate issues of concern with a focus on Root Cause Analysis (RCA), including the review of in-house operations across customer and product life cycles.
- Actively identify gaps and drive continuous improvement initiatives, including generating and revising standard operating procedures and other technical documents as needed
- Participates in internal, regulatory, and customer audits and may act in SME capacity for such audits
- Report all findings, corrective actions reports, corrective actions plans, and metrics to the Manager, Corrective Actions - Investigations
- Actively demonstrate the Shift4 way in day to day activities, including embracing : Boldness, Excellence, Ownership, and Trust
- Other related responsibilities as assigned
Qualifications
What you should expect in this role :
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and / or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
