ENGAGEMENT MANAGER – MERCHANT OPERATIONS
Engagement Managers provide day-to-day, hands-on management of consulting projects and client relationships with the support of Glenbrook partners. They bring thought leadership, critical thinking, project management and team leadership skills together to ensure the quality and timeliness of client deliverables and recommendations. Glenbrook serves payments professionals in many different kinds of companies, including payments services providers, card networks, technology, risk management companies, banks, and non-bank entities offering transaction accounts. What makes us unique as payments consultants is that we simultaneously serve merchants that ‘pay the freight’ for so many payment solutions, driving revenue industry wide.
The merchant operations EM is a key member of our practice devoted to the world’s largest merchants (or those that aspire to be) operating online, in the physical world, and increasingly omnichannel. We work closely with the payment operations, finance, risk management, and IT departments at merchants to optimize payment acceptance in the U.S., domestically in other countries, and cross-border. We manage RFPs, advise on changing consumer payment preferences, and opine on the relevance of new payment methods. Sometimes merchants need guidance in streamlining their organizational structure to maximize the cooperation and sharing of information across the departments that touch payments.
- Problem solving: Identify key operational or strategic issues, develop practical solutions that balance risk and customer usability, vet potential solutions and vendors, test through quantitative and qualitative analysis, refine and formulate appropriate recommendations. Produce lucid, well organized, and persuasive client deliverables (typically in PowerPoint) and guide team members as they make contributions to work product.
- Project management: Lead at least one large or 2-3 smaller client engagements independently, including RFPs, payment operation assessments, and evaluation of market expansion opportunities. Foster productive teamwork, facilitate regular and ad hoc client meetings that identify business issues and mitigate project risk with support from Partners as appropriate. Ensure project deliverables meet client expectations and are of Glenbrook quality, while meeting agreed timeline and budget, redefining scope and milestones as necessary to adapt to changing client needs.
- Multi-tasking: Manage multiple projects simultaneously and independently while maintaining excellent quality and meeting requisite timelines.
- Thought leadership: suggest and provide content for the Firm's web properties and develop professional perspective on industry issues and participate in industry events to foster relationships and gain expertise.
- Client relationship management: Build trusted, collaborative relationships with client personnel, network beyond core project team, and be a thoughtful advisor, anticipating business issues and providing high caliber insights.
- Intellectual capital development: Contribute to the growth of Glenbrook by honing analytical tools used within the practice. Provide content to the Firm’s web properties and participate in development and delivery of Glenbrook’s Payments Boot Camps and Insight Workshops. Build, maintain and utilize a network of client and industry contacts. Develop professional perspective on industry issues and participate in industry events to foster relationships and gain expertise.
- Team building: Actively participate in recruiting and retention for growing the firm. Foster growth of associates through coaching, industry knowledge transfer, and skill development. Conduct regular one:one reviews with team members.
- Sales: Identify incremental opportunities within existing clients, and assist in the development of proposals.
- Reports to Sponsoring Partner
Skills and experience required:
- 5+ years post-MBA or relevant industry work experience in a strategic payments role at a leading merchant or provider of merchant services
- Deep understanding of payment operations, purchase contexts, global and local payment vendors, as well as general business concepts: market and competitive dynamics, business models, process flows, innovation
- Strong quantitative skills to support strategic decision making
- Experience developing questionnaires and conducting qualitative interviews to gather first-hand insight into merchant requirements, vendor capabilities, value chain and competitive actions
- Ability to synthesize qualitative and quantitative data, formulate strategic narrative supported by compelling diagrams/charts/process flows as appropriate
- Excellent verbal and written communication skills, ability to effectively facilitate substantive dialogue with client personnel from mid-management to senior levels, respectfully probe sensitive issues and challenge opposing viewpoints with internal Glenbrook team as well as with client representative
- Demonstrated integrity and respect for confidentiality, particularly in a competitive RFP process
- Intense curiosity about a wide range of subjects
- Team orientation, ownership/accountability coupled with innate desire to collaborate with Glenbrook colleagues and clients
- Desire to grow a superior consulting practice that provides opportunity for learning and professional growth
This position is in San Francisco, Atlanta, New York or Chicago and requires approximately 30-40% travel. Travel is primarily within the United States but occasional International travel is expected.
In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States. Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Glenbrook (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).
To learn more about Glenbrook Partners please visit our website.