Senior Manager, Integration & POS Services

Job title: Senior Manager, Integration & POS Services
Reports to: VP, Customer Care

Department: Customer Success

Location: Alpharetta, GA or Remote

Grade: 18

About Priority:

Priority Technology Holdings, Inc. is a leading financial technology company on a mission to deliver a personalized, easy-to-adopt financial toolset that accelerates cash flow and optimizes working capital for businesses. Our vision is to eliminate the barriers to unlocking revenue - empowering businesses to grow faster and operate smarter.

We achievethis through the Priority Commerce Engine, an innovative platform that combines payables, acquiring, and banking and treasury solutions. This unified approach allows businesses to streamline financial operations, reduce unnecessary costs, and uncover new revenue opportunities.

At Priority, we're driven by results. We expect our people to be known for results - bringing expertise, momentum, and relentless focus to every challenge, helping our clients and each other thrive.

About the Role:

The Senior Manager of Integration & POS Services (IPS) is responsible for leading a centralized technical and operational support organization focused on integrated payment onboarding, POS support, gateway support, partner escalations, and operational excellence. This role oversees a team responsible for supporting integrated payment solutions, MXMerchant gateway services, POS systems, terminal configurations, processor connectivity, and white-glove technical support for merchants, partners, and internal stakeholders. The manager will partner closely with deployment, technology, operations, relationship management, and support teams to ensure seamless onboarding experiences, rapid issue resolution, and high-quality partner support. This position requires a strong combination of leadership, operational management, payment industry expertise, technical troubleshooting, and cross-functional coordination.

Responsibilities:

Leadership & Team Management

• Lead, coach, and develop the Integration & POS Services team to deliver exceptional operational and technical support.
• Establish performance expectations, KPIs, SLA targets, and quality standards for the team.
• Conduct regular coaching, mentoring, and performance reviews to support employee development and accountability.
• Foster a culture of ownership, collaboration, operational excellence, and continuous improvement.
• Assist with workforce planning, scheduling, and afterhours support coordination as business needs evolve.
• Partner with Learning & Development teams to support onboarding, training, and ongoing employee education initiatives.

• Oversee onboarding support for integrated payment and platform partners.
• Ensure successful coordination between IPS, deployment, relationship management, and technical teams throughout the onboarding lifecycle.
• Monitor implementation progress, support escalations, and onboarding timelines to ensure a positive partner experience.
• Ensure accurate setup, configuration, and support of integrated payment solutions and operational workflows.
• Identify operational gaps and implement process improvements to increase efficiency and scalability.

• Oversee support operations related to POS systems, terminal configurations, file builds, and payment gateway solutions.
• Support MXMerchant gateway services, Fiserv, Global (TSYS), and other supported processor terminal products and integrations.
• Provide leadership oversight for escalated hardware, software, gateway, and processor-related issues.
• Ensure the team maintains current knowledge of evolving POS technologies, gateway platforms, and payment industry standards.
• Coordinate with vendors, processors, and third-party providers as needed to support operational initiatives and issue resolution.

• Act as a senior escalation point for complex merchant, partner, and operational issues.
• Lead cross-functional collaboration efforts during high-impact incidents or service disruptions.
• Establish and maintain escalation procedures, communication standards, and support workflows.
• Ensure timely communication and resolution updates are provided to stakeholders and leadership.
• Support after hours escalation management and operational readiness planning.

• Track and analyze support metrics, SLA performance, escalation trends, and operational KPIs.
• Prepare reporting and operational summaries for leadership review.
• Drive continuous improvement initiatives focused on support quality, efficiency, onboarding experience, and partner satisfaction.
• Maintain operational documentation, workflows, knowledge base materials, and support procedures.
• Assist with internal testing, process validation, and operational readiness activities for new system enhancements or integrations.

• Build strong relationships with internal stakeholders, merchants, platform partners, processors, and vendors.
• Serve as a trusted operational leader and advocate for both clients and internal teams.
• Partner closely with deployment, technology, relationship management, and operations leadership to align priorities and improve service delivery.
• Ensure a high-touch support experience focused on responsiveness, transparency, and issue ownership.

• High-performing and engaged IPS support team delivering consistent operational excellence.
• Improved onboarding efficiency and reduced partner escalations.
• Strong SLA adherence and support response performance.
• Improved first-call resolution and reduced repeat issue trends.
• High merchant and partner satisfaction scores.
• Effective cross-functional collaboration with deployment, technology, and operations teams.
• Continuous process improvement initiatives that increase efficiency and scalability.
• Strong operational reporting, visibility, and escalation management practices.

• Bachelor's degree in Business, Technology, Operations, or related field preferred.
• 5-8 years of experience in payment processing, integrated payments, POS support, gateway support, technical operations, or related fields.
• 2-5 years of leadership or management experience preferred.
• Strong knowledge of POS systems, payment gateways, processor platforms, and integrated payment solutions.
• Strong understanding of operational support workflows, escalation management, and SLA-driven environments.
• Excellent leadership, organizational, and communication skills.
• Proven ability to manage multiple priorities and lead cross-functional initiatives in a fast-paced environment.
• Strong analytical, troubleshooting, and problem-solving capabilities.
• Customer-focused mindset with a strong sense of accountability and ownership.

• Experience supporting MXMerchant gateway solutions, Fiserv, Global (TSYS), or similar payment technologies preferred.
• Payments, acquiring, gateway, or embedded finance experience.
• Knowledge of authorization, settlement, funding, chargebacks, and tokenization.
• Experience with Postman or API testing tools.
• Experience supporting developers, SaaS platforms, or ISV partners.

• Bonus programs
• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs

• Medical, dental, and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women's health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

• 3 weeks PTO to start, with unlimited PTO after year one

• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).