Technical Project Manager - LATAM

We’re Littlepay - a growing fintech headquartered in Melbourne with operations in the UK, EU, LATAM, USA, and more recently, Australia. Our payments platform enables our customers to pay for public transport using any payment card, mobile wallet, or wearable device. Processing over 100 million transactions in 13 countries and continuing to expand globally, we’re proud to move more people through better payment experiences.

Our Littlepay values:

• Trust and be trustworthy
• Embrace challenge
• Solve problems, together
• Deliver with speed and agility
• Be candid and kind

About the opportunity

We're looking for an experienced customer delivery Project Manager to help Littlepay deliver and support our suite of high-quality API-based solutions to customers and partners, and to contribute to the company's overall success by helping to achieve its growth, revenue, and customer success goals. This role is suitable for an individual with at least 3 years of Support, Operations, and Customer Delivery experience, looking to grow their client-facing, problem solving and technical project delivery skills.

Reporting to the Project Management Lead, the key responsibilities of the Customer Delivery Project Manager are as follows:

• Build and maintain and the requisite product & technical knowledge necessary to support delivery to customers in the region, including:
• API-based solution delivery
• System Configuration & UAT Testing
• In-depth knowledge of Littlepay products and services
• Operational know-how to initiate both project work activity and remedial action in response to issues
• Collaboration with colleagues on our Engineering and Product teams to ensure consistently high-quality project delivery and issue resolution.
• Manage projects, complete complex technical implementation tasks, provide guidance and support to customers, including;
• Building and maintaining delivery project plans and other delivery-focused artefacts
• Manage key exchanges and connectivity (Device Providers & Back Office)
• Set up new merchants, including role-based user onboarding
• Configure a range of system features and functions, including:
• Payment Aggregation
• Fare capping, discount schedules and a range of other back office features (incl. integration with external providers)
• Third-party gateway configuration (e.g Cybersource)
• Conduct UAT, troubleshoot and resolve issues ready for go-live
• Communicating with customer, partners and other stakeholders; keeping them updated on project progress
• Risk & Issue management
• Manage all projects in accordance with the Littlepay project Governance and control framework, defining our approach to decision making, stakeholder engagement, risk management, change and performance monitoring.
• Project reporting, tracking and communicating status and progress against customer delivery KPIs focused on:
• Milestones & timelines
• Risk Management
• Financial Reports
• Resource Utilisation
• Technical & QA Reports
• Conduct project closure and post-implementation reviews
• Be proactive in using customer feedback and lessons-learned to drive continuous improvement and optimise ways of working.
• Provide L1 & 2 Customer Support
• Learn and operate service desk processes and procedures, providing in-region, customer support capabilities a, with a focus on customer experience.
• Manage customers through issues and
• Configuration and operation of monitoring and alerting systems to provide early-life support to new customers (including authoring and running database queries).

Requirements

About you

Ideally, you’ll have:

• 3+ years experience working in a payments or similar environment where they have gained a front to back understanding of payments processing including knowledge of POS terminals, PSPs, Acquirers and Schemes.
• Experience in complex, multi-partner system integration projects in the card payments space, delivered to enterprise or government clients
• Ability to work collaboratively, solving problems with multiple stakeholders via a a variety of interfaces to customers, merchants, devices and payment gateways
• Experience in establishing effective project governance and stakeholder communications
• Solid understanding of API-based integrations and ability to troubleshoot related issues using log files
• Strong communication and relationship-building skills
• Fluent in English

Other favourable experiences:

• Experience working with cloud computing platforms and SaaS solutions to deliver API-based solutions
• Experience working with Agile-based delivery & change management processes.
• Experience in the mobility-as-a-service space or with automated fare collection
• A Bachelor's degree in any discipline (preferred but not required)
• A project management certification, such as PMP or PRINCE2
• Experience as a support analyst in a complex IT support role, ideally in a cloud-based transactional management including monitoring and alerting , APIs, databases and messaging systems hosted in a secure cloud based environment

Benefits

Our benefits

We love to look after our people. At Littlepay, you'll be part of an inclusive and diverse team that celebrates the differences and unique gifts we each bring to work.

You’ll have access to:

• A high trust working environment, with access to cloud collaboration tools like Notion, Slack, Miro, Google Workspace, and Jira to help us work together effectively
• Paid professional development (including conferences, courses, learning subscriptions, etc.)
• Harrison Assessments - our talent management provider that facilitates continuous professional development
• A variety of flexible leave options (including annual, personal, volunteer, parental, grandparental, gender affirmation, and more)
• A company-wide paid day off
• Flexible working conditions
• Wellbeing support- including a free School of Life subscription for all employees
• Our generous employee referral program
• Mid-year, quarterly, and end-of-year corporate and team events and workshops
• A work from home remote set up allowance
• International travel opportunities (dependent on role)

You'll be part of an inclusive and diverse team who celebrates the differences and unique gifts we each bring to work, and be able to take up the numerous other benefits that working at Littlepay affords you.

Our recruitment process

If you’ve been shortlisted for the role, you’ll first have a chat with our Talent team, who will set up an interview if the stars align. A short workplace preferences questionnaire will also be sent to help us learn more about the way you prefer to work. Following a successful first interview, you’ll meet with a second set of Littlepay folks, and be invited to participate in the final stage before being presented with an offer.

If you have any questions regarding the recruitment process or if you require any accommodations for any stage in the interview process, please don’t hesitate to let us know. Additionally, if you don’t meet all of the criteria (we know that some underrepresented groups tend to avoid applying if they don’t), please still apply. We really enjoy meeting people who might bring a fresh perspective on a problem we need to solve!

Ultimately, being part of our small but mighty team means you'll have the opportunity to learn about micropayments, and have a hand in the provision of services that impact millions of people. You’ll help us deliver on our revolutionary product roadmap and help scale our platform as we continue to expand across the globe.

If this opportunity interests you, hit apply! We look forward to learning about you.

Littlepay are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.