Implementation Support Lead

Summary

Under the Implementation Support Director, the Implementation Support Lead serves as a cross-functional execution and coordination role supporting new program set ups and in-market program changes across Maintenance, Creative, and Quality Assurance (QA). This role is accountable for reducing operational bottlenecks by owning intake validation, queue management, execution of tasks across all support functions when needed, serving as an escalation point, and supporting cross-functional initiatives. This role leverages a deep understanding of Onbe’s platforms, configuration standards, creative specifications, and compliance requirements to ensure accuracy, continuity, and speed across access levels.

Responsibilities

• Assist with intake governance of Creative, Maintenance and QA team requests ensuring requests are complete, accurate, and correctly scoped prior to assignment and execution.
• Execute low to moderate complexity updates to client programs that include recipient experience/materials updates and configuration changes.
• Independently execute standardized creative updates using approved templates for carrier design.
• Perform first pass QA review to validate program set up or program changes align to requirements and compliance standard.
• Identify defects, risks, or inconsistencies and escalate to leadership as appropriate.
• Partner with Client Support teams to prioritize client requests ensuring delivery of the most economical and impactful changes.
• Contribute to the creation and maintenance of SOPs and documented standards to support repeatability and scale.
• Support large scale initiatives and cross-functional efforts by creating operational plans for execution tailored to the volume and type of changes to optimize delivery and reducing duplication.

Requirements

• Operationally Focused – Demonstrates strong operational judgment, balancing speed, accuracy, and risk across regulated workflows.
• Technically Proficient – Applies working knowledge of Onbe systems, configuration standards, and creative specifications to execute and validate changes accurately.
• Creative Tool Competency – Independently executes standardized creative updates using Adobe creative tools.
• Quality Driven – Applies a detail-oriented mindset to ensure program set ups and changes align to documented requirements and compliance standards.
• Collaborative – Builds strong cross-functional relationships with Maintenance, Creative, QA, Implementations, Product, and Client teams to drive aligned execution.
• Process Minded – Identifies opportunities for standardization, batching, and reduced rework, contributing to continuous improvement.

Qualifications

• Bachelor’s degree or equivalent experience
• 4-6 years of experience in Implementation, QA, Creative Operations, or related operational roles
• Demonstrated experience working in regulated or compliance-driven environments
• Hands-on experience executing standardized creative updates using Adobe tools
• Experience working with program-based configuration models
• Proficiency using standard business tools, including the MS Suite of products, CRM systems, or project management tools