Manager, Core Platform Operations

Benefits

Additional Information

The Manager of Core Platform Operations is a hands-on player/coach responsible for the day-to-day operational execution, stability, and continuous improvement of Wings' core platforms and the processes that support them. This role leads operational staff while maintaining direct ownership of core operational processes, automation, incident response, and operational readiness. The manager ensures that core platforms operate reliably, securely, and predictably across a 24x7 operating model. This includes accountability for operational automation, SLAs, audit readiness, vendor performance, and after-hours escalation. The role also plays a critical part in preparing the organization for platform changes, releases, conversions, and integrations, ensuring operational readiness at a manager scale. Essential Functions: Own and execute day-to-day core operational processes across all supported platforms, ensuring reliability, continuity, and consistency. Serve as a hands-on leader who balances direct operational ownership with people leadership responsibilities. Maintain a strong understanding of core platform workflows, dependencies, schedules, and failure modes. Ensure operational runbooks, procedures, and documentation are current, accurate, and actionable. Ensure operational readiness for platform releases, upgrades, conversions, mergers, and integrations. Review upcoming changes to confirm they are operationally supportable prior to deployment. Collaborate with Platform and Integrations team leaders to maintain vendor relationships tied to core platform operations, including performance management and issue escalation. Build strong partnerships with all Wings teams that leverage the platforms maintained by Core Platform Operations. Own operational SLAs, KPIs, and service performance metrics for Core Platform Operations staff. Ensure audit readiness, operational controls, and compliance with regulatory and examiner expectations. Participate in audits, exams, and risk assessments related to core platform operations. Proactively identify operational risks and implement mitigation strategies. Accountable for 24x7 operational support for all platforms and processes supporting multiple business units and all members of the credit union. Serve as a primary escalation point for on-call staff, ensuring after-hours issues are addressed in a timely and effective manner. Lead incident response for core operational issues, coordinating resolution across internal teams and vendors. Conduct post-incident reviews, document root causes, and drive corrective and preventative actions. Represent the core operations team during major incidents, providing clear communication on impact, status, and risk, and aligning with business and technology leaders on issues affecting core operations. Directly supervises employees within the Core Platform Operations team. Responsibilities include interviewing, hiring, onboarding, training, assigning work, evaluating performance, coaching, recognition, corrective action, and fostering a collaborative, accountable team culture. Emphasize talent development and succession planning across all roles within Core Platform Operations. Bank Secrecy Act: Remains cognizant of and adheres to Wings policies and procedures, and regulations pertaining to the Bank Secrecy Act. Bachelor's Degree Information Systems, Operations Management, Business Systems preferred 5+ years of experience in platform operations, core system operations, or financial services technology. 3+ years of experience leading operational or technical teams in a 24x7 environment. 3+ years of experience supporting platform changes, releases, or large-scale transitions preferred. 1+ Corelation KeyStone platform experience strongly preferred. Technical or Specialized Knowledge/Skills: Strong understanding of operational processes, dependencies, and controls in a regulated financial environment. Hands-on experience with operational automation, job orchestration, and batch or workflow management. Proven ability to lead under pressure and manage operational incidents effectively. Strong analytical, documentation, and process-design skills. Excellent communication and relationship-building abilities. Ability to lead teams through change while maintaining operational stability. PAY RANGE: $148,000-$172,000 annually (I18), plus 15% annual target bonus. Final compensation for this position will be determined by various factors such as relevant work experience, specific skills and competencies, education, certifications, location and internal pay equity.

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