Nymbus

Customer Support

• Efficiently answer inbound calls, secure messages and other communications from digital bank clients.
• Accurately manage communication for new digital bank customers related to new account onboarding.
• Solve problems and answer questions; listen to and anticipate clients’ needs in order to completely and accurately resolve their issue on first contact, reporting problems in systems and identifying client impacting situations proactively.
• Utilize numerous programs and systems to investigate, troubleshoot and resolve client tickets and inquiries.
• Actively participate in testing of bank environments, validation of data and use of systems to adequately verify new code and enhancements are fully vetted.
• Monitor Digital Bank applications and decision based on structured account onboarding procedures while adhering to respective regulations and policies.
• Complete all transactions with accuracy and within guidelines, policies or procedures, exercising discretion and independent judgement.
• Develop oneself professionally by participating in training, engaging in self improvement initiatives and skill-building activities to enhance product knowledge, systems knowledge, sales and client relations skills. Actively participate in coaching and feedback sessions by setting goals and achieving results.
• Proactively take advantage of opportunities to become more involved with job training on processes or procedures through daily job functions.
• Perform all other related duties as required or assigned.

Digital Support Specialist

Manager

• Facilitate Agile ceremonies including daily stand-ups, sprint planning, sprint reviews, and retrospectives
• Track sprint commitments, progress, and outcomes to support predictable delivery
• Reinforce Agile best practices and help teams continuously improve how they work
• Coordinate tasks, dependencies, and handoffs across team members
• Maintain accurate delivery tracking and status reporting
• Identify blockers, risks, and delivery issues early and escalate as appropriate
• Support Delivery Managers and Delivery Leads with follow-through on action items and milestones
• Support adoption of standard delivery processes, tools, and cadences
• Ensure teams consistently follow defined workflows and reporting expectations
• Gather feedback from delivery teams and partners to help improve delivery practices over time

Associate Delivery Manager

Analyst

• Monitor and analyze transactions and account activities to identify suspicious activity and potential fraud.
• Utilize various fraud detection tools to identify and prevent fraud proactively.
• Accurately document fraud attempts, trends and loss events.
• Speak to account holders, victims and fraudsters to gather further information.
• Review and process customer claims of unauthorized activity related to Debit card, Credit card, ACH, P2P and Bill Payments.
• Analyze dispute cases and merchant documentation to determine chargeback eligibility.
• Keep management up to date on fraud-related incidents, emerging trends and make recommendations for process improvements.
• Ensure all alerts and cases are handled in an efficient and timely manner.

Fraud Analyst

Support Engineer

• Act as the primary point of contact for technical support requests related to software applications, tools, and platforms.
• Diagnose, investigate, and resolve software issues, escalating complex cases to engineering teams when necessary.
• Collaborate closely with software engineers to analyze logs, trace errors, and suggest fixes or enhancements.
• Monitor system performance, track incidents, and provide regular status updates to stakeholders.
• Document technical issues, troubleshooting steps, and solutions in knowledge base systems.
• Perform root cause analysis of recurring issues and recommend preventive measures.
• Support software deployments, patches, and upgrades, including testing and validation.
• Ensure compliance with SLAs (Service Level Agreements) and maintain high-quality service standards.
• Provide technical guidance and training to users on system features, updates, and best practices.
• Participate in continuous improvement initiatives, contributing feedback for product stability and user experience enhancements.

Product Support Analyst

• Manage, mentor, and develop a team of Release Coordinators, providing regular coaching, feedback, and performance guidance.
• Conduct performance reviews and support team members in setting and achieving professional development goals.
• Assign and balance workload across the team based on release scope, complexity, and individual capacity.
• Foster a team culture of accountability, continuous learning, and effective use of AI tools in day-to-day workflows.
• Participate in hiring and onboarding of new Release Coordinators.
• Oversee and guide the team in working closely with development, testing, and deployment teams to plan release activities, using AI-powered project tools to track dependencies and surface scheduling conflicts proactively.
• Develop and maintain release schedules with the aid of AI-assisted risk modeling to anticipate bottlenecks and downstream impacts.
• Coordinate with stakeholders to ensure alignment on release timelines.
• Engage with clients on a regular basis to review release readiness.
• Facilitate communication between development, QA, operations, and client-facing teams throughout the release lifecycle.
• Use AI writing tools to draft and refine release notes, stakeholder updates, and post-release summaries with clarity and consistency.
• Provide regular updates to stakeholders on release progress, using AI-generated digests where appropriate to keep communications timely and concise.
• Serve as an escalation point for client and cross-team communications when releases are at risk.
• Identify potential risks and issues that may impact end users, leveraging AI-assisted analysis of historical release data and open tickets to flag patterns early.
• Guide the team in developing contingency plans and mitigating risks before they reach production.
• Ensure that all release documentation is accurate, up-to-date, and accessible - using AI tools to assist with drafting, reviewing, and maintaining configuration run lists and release checklists.
• Apply AI-assisted summarization to consolidate complex release notes into clear, client-appropriate communications.
• Collaborate with QA teams to ensure adequate testing is conducted before releases reach production.
• Promote the use of AI-assisted test case generation to broaden team coverage, particularly for regression and edge-case scenarios.
• Schedule and oversee testing activities, including user acceptance testing (UAT) and regression testing.
• Ensure the team maintains a thorough understanding of how current clients use Nymbus products, including files, settings, queries, and back-office configurations.
• Guide coordinators in understanding expected feature behavior based on acceptance criteria and using AI tools to cross-reference behavior against documented requirements.
• Ensure issues found during testing are clearly documented, properly dispositioned, and escalated appropriately.
• Coach team members on recognizing and accurately assessing issue severity.
• Encourage creative, scenario-based thinking when designing test cases, including conditions derived from real client-reported issues.
• Coordinate deployment activities with infrastructure teams, ensuring AI-powered monitoring tools are in place prior to go-live.
• Monitor the deployment process to ensure it follows the planned schedule; confirm rollback procedures are ready if needed.
• Participate in upgrade events, using AI-assisted runbooks and checklists to reduce manual error.
• Monitor post-release stability using AI-powered observability and alerting tools to detect anomalies quickly.
• Oversee the team's coordination and resolution of issues that arise post-release.
• Ensure urgent and high-priority issues are escalated promptly to mitigate end-user risk.
• Collect and synthesize feedback from clients, stakeholders, and teams for continuous improvement - using AI tools to identify themes and recurring patterns across releases.
• Coordinate with the infrastructure team to manage and maintain consistency across environments.
• Ensure environments are refreshed with current data and configuration is consistent with production.
• Use AI-assisted environment comparison tools where available to catch configuration drift early.
• Identify opportunities for process improvement in the release management lifecycle, including adoption of new AI-powered tooling.
• Implement best practices and incorporate lessons learned from previous releases.
• Stay current on emerging AI tools relevant to release management, QA, and DevOps workflows, and guide the team in adopting them effectively.
• Provide training and support to the release coordination team and cross-functional partners, including guidance on effective use of AI tools within release workflows.
• Foster a culture of collaboration, continuous learning, and communication to enhance the efficiency of the release process.

Release Manager

Technical Account Manager

• Serve as the dedicated technical advisor for assigned enterprise and high-value clients.
• Own the technical success strategy for a focused portfolio of strategic financial institution accounts.
• Develop a deep understanding of each client’s business objectives, system configuration, integrations, operational model, risk profile, and adoption opportunities.
• Conduct regular technical business reviews that connect platform performance, adoption maturity, open risks, roadmap needs, and client business outcomes.
• Establish trusted-advisor relationships with client technical stakeholders, operational leaders, and executive sponsors.
• Regularly brief internal Client Success, Product, Engineering, and leadership stakeholders on strategic account health, systemic risks, and recommended interventions.
• Lead complex technical investigations across APIs, integrations, authentication, system configuration, deployment behavior, logs, and client-specific workflows.
• Manage high-severity escalations with urgency, clarity, and cross-functional coordination.
• Partner with Product Support, Engineering, Development, Product Management, and Professional Services to resolve escalations and prevent recurrence.
• Guide clients through API integrations, data migrations, release readiness, configuration decisions, and deployment-sensitive changes.
• Identify technical risks before they impact client operations.
• Translate technical findings into clear executive summaries, client-facing action plans, internal escalation briefs, and durable runbooks.
• Design and operationalize AI-assisted workflows for account intelligence, escalation triage, documentation, technical health reviews, and recurring-issue analysis.
• Use tools such as Claude, ChatGPT, and AWS Kiro to analyze ticket patterns, summarize technical context, draft client-ready materials, improve Jira and Confluence hygiene, and build scalable knowledge systems.
• Convert raw technical findings, incident history, and client feedback into structured playbooks, lessons learned, and prevention plans.
• Improve the consistency, speed, and quality of TAM work through responsible human-in-the-loop AI workflows.
• Ensure all AI-assisted outputs involving clients, production systems, compliance, security, or confidential information are reviewed with appropriate judgment and governance.
• Deliver tailored training sessions on product features, platform capabilities, release changes, and best practices.
• Guide clients through new feature rollouts, ensuring proper adoption, operational readiness, and measurable value realization.
• Create and maintain technical documentation, FAQs, implementation guides, Postman walkthroughs, troubleshooting playbooks, and knowledge base articles.
• Enable client self-service through clear, scalable, and reusable knowledge assets.
• Act as the voice of the client, advocating for product improvements and influencing roadmap priorities with clear technical evidence.
• Collaborate with Sales and Client Success teams to support renewals, expansions, and strategic growth opportunities.
• Work alongside Product Managers to translate client feedback, incident patterns, and adoption barriers into actionable product recommendations.
• Partner with Professional Services to ensure smooth onboarding, implementation, and transition into long-term technical success.
• Track account health metrics and proactively identify risks, adoption gaps, and intervention opportunities.
• Develop and refine playbooks for common technical challenges, client workflows, launch readiness, and escalation management.
• Identify systemic issues and recommend product, process, documentation, or automation improvements.
• Reduce recurring escalations by turning repeated problems into durable fixes, better guidance, or improved workflows.
• Help build the operating model for an AI-first Technical Account Management function at Nymbus.
• Stay current with fintech industry trends, banking regulatory considerations, responsible AI practices, and evolving technical success best practices.

Principal Technical Account Manager

Security Engineer

• Own and continuously mature the enterprise Information Security Program.
• Align controls and architecture with NIST CSF, NIST 800-53, FFIEC guidance, PCI DSS, and SOC requirements.
• Conduct proactive program assessments and identify security gaps before they become issues, working cross-functionally to execute upon risk mitigation objectives.
• Develop and execute a multi-year security roadmap aligned to business growth and regulatory expectations.
• Present clear, risk-based recommendations to executive leadership and the Board.
• Translate strategy into measurable execution plans with defined milestones.
• Drive remediation of audit, regulatory, and penetration testing findings.
• Ensure strong incident response, vulnerability management, and change management and development programs.
• Implement metrics that demonstrate real risk reduction and program effectiveness.
• Deliver results.
• Lead and develop a high-performing Information Security team.

Chief Information Security Officer – CISO

Project Manager

• Own end-to-end delivery across multiple concurrent, complex implementations — core conversions, digital banking launches, and multi-vendor integration programs.
• Manage scope, schedule, budget, risk, and stakeholder alignment without waiting for direction. You are the decision-maker in your projects.
• Build and maintain RAID logs, project charters, go-live readiness assessments, and executive status reporting that are genuinely useful — not compliance artifacts.
• Lead client-facing delivery conversations at all levels, from working sessions with technical teams to executive steering committees.
• Escalate risks early and with a recommended path forward — not just a flag.
• Partner with account management to protect client relationships during delivery complexity.
• Use AI tools (Kiro, Claude, and others) as active parts of your daily workflow — for generating implementation plans, drafting client communications, analyzing project data, diagnosing issues, and producing status artifacts.
• Participate actively in Project Firehorse: share what’s working, contribute to shared tooling and playbooks, and help the team move from manual coordination to automated delivery.
• Identify manual, repetitive tasks in your own workflows and find ways to eliminate or automate them. Document and share what you build.
• Contribute to the development of AI-assisted RAID logs, predictive go-live risk scoring, and automated deployment readiness frameworks.
• Use Kiro and MCP integrations (Jira, Confluence, GitLab) to accelerate issue diagnosis, release tracking, and cross-team coordination.

Senior Project Manager

Client Partner

• Serve as the primary relationship owner in partnership with the EVP, Solutions Consulting and internal advocate for an assigned portfolio of bank and credit union clients post-sale, from implementation kick-off through ongoing managed services delivery
• Coordinate across Nymbus functional teams, including technology, operations, banking and risk, and managed services, to ensure clients receive contracted deliverables on schedule and at quality
• Monitor client health continuously, proactively surfacing risks to delivery, satisfaction, or retention before they escalate
• Lead regular business reviews and executive-level touchpoints, providing strategic insight on client performance, product utilization, and growth opportunities
• Work with the CMSO to develop a deep understanding of each client’s business objectives, growth strategy, and competitive context to identify and advance expansion opportunities
• Drive upsell and cross-sell conversations across Nymbus’s full portfolio, including core technology, digital banking, fraud management, compliance support, and managed services packages
• Craft compelling, tailored proposals for expansion opportunities aligned to client goals and differentiated by Nymbus’s managed services value proposition
• Act as a trusted advisor and thought leader by bringing insights on banking trends, digital transformation, regulatory developments, and operational best practices
• Partner with Sales to ensure smooth handoffs from the initial sales cycle and to support renewal and expansion pipeline development
• Maintain accurate records of client health, engagement activity, open issues, and expansion pipeline
• Represent the client voice internally to inform product roadmap, managed services offerings, and operational process improvements

SVP, Client Partner

Artificial Intelligence

• Leads the Applied AI Analyst practice, ensuring consistent quality, impact, and ways of working across all analysts
• Runs the weekly Applied AI Practice sync—focused on surfacing cross-functional insights and connections, not just status updates
• Maintains and evolves the shared toolkit: prompt libraries, problem framing templates, output standards, and AI tool configurations
• Acts as the CEO’s early signal system, identifying when analysts are blocked, workstreams drift, or timelines are at risk
• Removes cross-functional blockers that do not require CEO intervention (tools, data access, coordination)
• Guides and supports analysts in structuring problems, prioritizing work, and delivering high-quality outputs
• Owns onboarding for new analysts, including tools, methods, and practice norms
• Manages logistics and documentation for all related projects

Applied AI Lead

• Break down ambiguous business problems into clear analytical frameworks
• Develop insights that inform decisions across product, engineering, operations, and go-to-market functions
• Design and prototype AI-enabled workflows, tools, and use cases
• Apply AI to improve efficiency, quality, and scalability of work
• Identify and prioritize opportunities for automation and augmentation
• Analyze existing workflows to identify inefficiencies, gaps, and bottlenecks
• Redesign processes to improve speed, consistency, and outcomes
• Implement repeatable, scalable solutions
• Build models, dashboards, and frameworks that drive visibility into performance
• Synthesize large volumes of structured and unstructured data into actionable insights
• Create templates, playbooks, and tools that can be leveraged across teams
• Work across teams (Product, Engineering, Operations, Sales, etc.) to support high-priority initiatives
• Translate between technical and business stakeholders