Delivery Operations Manager

LOCATION: Our office is located in Minnetonka, MN. Candidates must reside in the Twin Cities area and will be required to be in-office 5 days per week.

A job at RAZR is like no other. We are on a mission to Be Relevant - make a meaningful difference in the lives of others. This talented team lives our values every day. These values have made RAZR what it is for years, and today, they are more critical than ever. They keep us connected. They make us a team. They allow us to thrive.

The RAZR Core Values You Live Be Intentional

• You take action and pursue the ultimate best outcome for RAZR and our clients

• You dig in and understand the details of how the business works

• You run towards, and you don’t run away

• You understand that “whatever it takes” is just that

• You have a plan, and you execute it even when you don’t feel like it

Embrace the Attitude of How

• You understand that problems are simply opportunities to solve them

• You view commitments as promises to be kept...regardless

• You can’t stand not knowing; you have an unquenchable thirst to understand why

• You are an active participant, never a spectator

• You are focused on outcomes and not the time it takes to achieve them

Enjoy the Ride

• You are grateful for both life’s challenges and opportunities

• You passionately pursue excellence in everything you do

• You laugh often and don’t take yourself too seriously

• You love change, and living in the gray is energizing to you

• You can't wait to get out of bed in the morning & get on with your day

Overview

The Delivery Operations Manager is responsible for the operational delivery, configuration, and ongoing support of client loyalty programs at RAZR.

This role translates approved client requirements and business rules into accurate platform configurations, validates that programs function as intended, and supports testing, launch readiness, and transition into ongoing operations.

The Delivery Operations Manager also serves as a key operational contact for assigned client programs, coordinating configuration changes, campaigns and promotions, issue resolution, and operational support with clients and internal teams.

The ideal candidate is detail-oriented, operationally minded, comfortable working with technology, and able to translate complex business requirements into accurate platform configurations and scalable operational processes.

Responsibilities Program Implementation & Configuration

• Own the operational setup and configuration of new client loyalty programs within the RAZR platform.

• Translate approved requirements, business rules, and program designs into accurate platform configurations.

• Develop and execute validation procedures and test scenarios to confirm configured programs and processed data produce expected results.

• Validate member/customer records, transactions, balances, rewards, and other program outcomes during implementation.

• Investigate configuration, data, or processing discrepancies and coordinate resolution with the appropriate internal teams.

• Support QA, user acceptance testing, launch readiness, and go-live activities.

• Partner with the Program Manager to ensure configuration, testing, dependencies, risks, and operational requirements are reflected in implementation plans.

• Transition newly launched programs into ongoing operational support.

Client Operations & Service Management

• Serve as a key operational contact for assigned client programs during implementation and ongoing operations.

• Provide guidance on program configuration, platform functionality, campaigns, promotions, and operational processes.

• Manage ongoing configuration changes and ensure updates are appropriately reviewed, tested, and validated.

• Own initial triage of client-escalated operational, customer service, and technical issues.

• Coordinate issue resolution with Support, Technology, Product, Account Management, and other teams as needed.

• Maintain clear client communication and follow-up on outstanding issues, changes, and operational needs.

• Support a high-quality client experience by proactively identifying and addressing operational challenges or service gaps.

Operational & Financial Coordination

• Coordinate operational requirements related to client contracts, compliance activities, vendors, and other administrative needs.

• Partner with Account Management and internal teams on billing, invoicing, collections, forecasting, and related client activities.

• Track outstanding operational and administrative items through resolution.

Process Improvement & Operational Excellence

• Develop, refine, and maintain operational processes, workflows, procedures, and documentation.

• Identify opportunities to improve the efficiency, scalability, accuracy, and consistency of program implementation and operations.

• Identify recurring configuration or operational issues and partner with the appropriate teams to address root causes.

• Support automation and process improvements that reduce manual effort and improve service quality.

• Contribute operational insights and client feedback to Product and process improvement initiatives.

Cross-Functional Collaboration

• Partner closely with Program Management, Product, Support, Technical Services, and other internal teams.

• Work alongside the Program Manager – Implementations to ensure operational and configuration activities are appropriately incorporated into implementation efforts.

• Provide subject matter expertise on program configuration and operational requirements.

• Communicate configuration decisions, requirements, risks, and issues clearly to Program Manager and internal stakeholders.

• Escalate operational issues and blockers when additional support or decision-making is required.

• Help ensure effective handoffs and communication between client-facing, operational, and technical teams.

Qualifications & Experience

• 3-5 years of experience in SaaS implementation, client operations, platform operations, customer success, technical support, program operations, or related fields.

• Experience working with SaaS platforms and configuring technology solutions based on client or business requirements.

• Strong attention to detail and demonstrated accuracy in configuration and operational execution.

• Strong problem-solving, troubleshooting, and issue-triage skills.

• Ability to understand business requirements and translate them into platform configurations and operational processes.

• Comfortable working with technology platforms, integrations, data workflows, and technical teams.

• Strong organizational skills and ability to manage multiple operational priorities.

• Excellent written and verbal communication skills.

• Experience with financial institutions, banking, credit unions, fintech, or financial services is preferred.

• Experience with loyalty, rewards, promotions, CRM, or customer engagement platforms is a plus.

What Success Looks Like

• Success in this role means client programs are configured accurately, validated thoroughly, and operationally ready for launch.

• The Operations Delivery Manager brings together platform expertise, attention to detail, operational judgment, and client focus to ensure programs work as intended from implementation through ongoing operations. They provide the operational expertise required by the Program Manager and broader implementation team while becoming a trusted operational partner to assigned clients.

About Us

RAZR is a fast-growing marketing technology company headquartered in the Twin Cities, and we count some of the world’s most recognized brands among our clients. Working across various industries, including healthcare, medical technology, financial services, and retail, we help our clients acquire, retain, and grow consumers by leveraging our proprietary technology platform, Fibonacci™. The RAZR approach is rooted in behavioral science and combines strategy with visual design to create sustainable behavior change within consumer audiences.

With our Clients, Colleagues, and in our Communities, we live our Mission - Be Relevant – “Make a meaningful difference in the lives of others.” At the foundation of our Culture, you’ll find the Core Values of “Be Intentional”, “Embrace the Attitude of How”, and “Enjoy the Ride”, this is a mindset and a commitment to how we show up every day. The RAZR team is driven to pursue the ultimate best outcome for our key constituents. There are no jobs here, just opportunities to serve and make a material impact in the world.

We are an Equal Opportunity Employer, and our employees have unique strengths, experiences, and backgrounds who share a passion for improving people's lives.