Platform Support Lead

Who We Are SwitchThink Solutions is a fast-growing technology company supporting our parent organization, Desert Financial Credit Union, and more than 175 external credit unions nationwide. Our solutions are built on the Correlation Keystone Platform and complemented by managed services, cloud hosting, disaster recovery, business intelligence, and AI offerings. Our clients trust us. We have maintained zero customer churn for eight years and consistently earn strong client advocacy, with an NPS of 84. Our employees are equally committed, bringing a collaborative, team-oriented mindset and a shared passion for excellence. Backed by the financial strength of Desert Financial Credit Union, we offer stability alongside meaningful growth opportunities. What you will do here: The Platform Support Lead serves as the primary point of contact for business platform operations, managing user-facing digital applications and systems. This role ensures optimal performance, coordinates enhancements, performs vendor management , performs SME consultations and serves as the bridge between business stakeholders and technical teams for assigned platform areas. Platform Management & Operations Own day-to-day operations and performance monitoring for assigned business platforms (online banking, phone systems, account opening, etc.)Coordinate platform releases, updates, and maintenance activitiesManage platform configuration changes and feature deploymentsManage project coordination and tracking activitiesEnsure platform availability and performance meet established SLAsTroubleshoot platform issues and coordinate resolution with technical teams and vendor partners Stakeholder Coordination Serve as primary liaison between business units, vendors and technical teams for platform needsGather and document business requirements for platform enhancementsFacilitate communication between internal stakeholders and vendor partnersCoordinate with Project Management Office on platform-related initiativesPartner with Infrastructure Operations team on technical dependencies Vendor & Business Relationship Management Manage relationships with platform vendors and service providersManage system releases coordinating with Product Managers, Business Units, Users and VendorsCoordinate vendor support activities and escalationsParticipate in vendor meetings and platform roadmap discussionsEnsure vendor deliverables meet business requirements and timelinesSupport contract renewals and vendor evaluations Documentation & Process Management Maintain comprehensive platform documentation and proceduresDevelop and update user guides and training materialsCreate and maintain platform support processes and workflowsDocument platform configurations and customizationsEnsure knowledge transfer and cross-training capabilities User Experience & Support Monitor user experience metrics and platform usage analyticsCoordinate resolution of user-impacting platform issuesSupport business teams with platform-related user inquiriesEnsure platform changes enhance user experience and satisfactionManage user support and issue resolution What you will need: High School Diploma or GED required.5+ years experience in platform operations, business systems, or related technical roles required.Demonstrated strong understanding of digital banking platforms and user-facing applications required.Experience with vendor management and business stakeholder coordination required.Demonstrated understanding of financial services operations and member service requirements required.Demonstrated understanding of financial services operations and member service requirements required.Proficiency with business platform tools and applications required.Basic understanding of system integrations and data flows required.Experience with platform monitoring and analytics tools required.Demonstrated knowledge of testing methodologies and quality assurance processes required.Familiarity with project management principles and tools required.Excellent written and verbal communication skills required.Strong relationship-building and stakeholder management abilities required.Demonstrated ability to translate technical concepts for business stakeholders required.Leadership skills to guide platform support initiatives required.Problem-solving and critical thinking capabilities required. Job Location: Phoenix, Arizona Job Type: Hybrid We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing. For additional information about our organization, careers, and benefits visit: http://www.desertfinancial.com/careers.