The Manager, Services at Lumin Digital leads a team of project managers responsible for delivering Lumin’s digital banking products and services to financial institutions. This role oversees client onboarding operations, manages cross-functional delivery processes, and fosters a high-performance team culture focused on positive client experiences, efficiency, and continuous improvement. As a hands-on leader, the Services Manager works closely with Project Management, Product, Engineering, and Client Experience to ensure successful client onboarding and a smooth transition into long-term partnership. This role blends operational leadership, relationship management, and process optimization to scale Lumin’s service delivery while aligning with strategic business goals.

Lead and mentor a team of project manager professionals, providing clear direction, coaching, and support throughout client onboarding engagements.

Oversee the planning and execution of onboarding projects, ensuring that product delivery aligns with project milestones, scope, and client expectations.

Develop and refine delivery processes and onboarding playbooks, using Agile frameworks and service delivery metrics to drive predictability and repeatability.

Collaborate cross-functionally with Sales, Product, Client Experience, and Engineering to manage the transition from prospect to implementation and from onboarding to support.

Serve as a subject matter expert on Lumin’s onboarding methodology, delivering guidance to internal teams and client stakeholders throughout the implementation lifecycle, and potential clients.

Manage team capacity, program forecasts, and resource planning, identifying risks and resolving constraints that could impact service delivery.

Build and maintain strong relationships with clients, engaging through meaningful touchpoints and ensuring their onboarding experience reflects Lumin’s values and standards.

Continuously evaluate team performance and delivery outcomes, driving improvement initiatives and contributing to the Services organization’s growth.

Perform other duties as assigned

Provide strategic direction, leadership, coaching, mentoring, and professional development to staff.

Oversee interviewing, hiring, onboarding, promotions, performance reviews, compensation, disciplinary actions, and terminations.

Foster team growth and development through targeted training, mentorship, and advancement opportunities.

Ensure team compliance with departmental standards, processes, and procedures.

Bachelor’s degree in Business, Technology, or a related field required.

MBA or Master’s degree in a related discipline preferred

10 years of experience in FinTech, SaaS, or enterprise software delivery, with a focus on client onboarding, implementation, or services operations required.

3 years of people management experience, including performance management, coaching, and team development preferred.

Proven track record of working with distributed teams and external enterprise clients in a client-facing capacity.

Ability to recruit, mentor, and lead high-performing, distributed teams in a remote-first work environment.

Deep understanding of client onboarding strategy and service operations, especially in financial technology or regulated industries.

Excellent stakeholder management and communication skills, with a strong customer-first mindset.

Familiarity with digital banking workflows and implementation of associated tools and platforms.

Proficiency in Agile methodologies, and experience with project management and collaboration tools such as Jira, Smartsheet, or similar.

Strong problem-solving, analytical, and decision-making skills, with the ability to operate in a fast-paced, client-facing environment.

Ability to align onboarding strategies with business objectives and service KPIs to drive scalable growth.

Minimal, generally 12 days or less per year

$190,000 - $210,000 a year

Lumin Digital is a trailblazer in digital banking solutions, driven by a unique approach to technology, service, and people. We empower credit unions and banks by creating cutting-edge digital experiences that continuously serve, engage, and grow their membership base. Lumin is 100% cloud-native, purpose-built to unlock the full advantages of the cloud for financial institutions and their users.

At Lumin, we thrive on curiosity and innovation. Our culture fosters trust - in our expertise and decisions, respect - for diverse perspectives and talents, and boldness - in pursuing innovative paths. These values guide us, shaping a workplace where collaboration thrives, ideas flourish, and new possibilities are discovered. Focused on continuous improvement and innovation, we encourage our team to explore, experiment, and put new ideas into action, challenging the usual way of doing things.

Lumin Digital is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity, or any other legally protected basis, in accordance with applicable law.

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