Systems & Methods, Inc. (SMI)

Vice President

• Lead day-to-day performance and operational ownership of SMI's SNAP EBT product across live state programs
• Manage vendor relationships, service levels, operational issues, and cardholder experience
• Organize, plan, and supervise relationships with key SNAP EBT vendors and execute enhancement strategies
• Review vendor reporting for contract SLA compliance and escalate performance gaps to resolution
• Manage processing and card program management partners against service levels and performance standards
• Analyze issues identified by agents or state partners, determine root causes, and identify improvement opportunities
• Lead special projects, reporting, and initiatives to enhance cardholder experience
• Troubleshoot critical vendor issues to mitigate impact on cardholders and state partners
• Serve as executive owner of state agency relationships after contract award, including implementation and ongoing operations
• Own Food Nutrition Administration certification outcomes for new states and coordinate system design and federal reporting compliance
• Maintain operational risk and compliance for live programs under USDA/FNA, PCI DSS, and state-specific requirements
• Support SNAP EBT proposal development, RFP responses, system design documents, and solution narratives
• Define solution requirements for new state pursuits based on operational deliverability
• Translate live-state vendor and cardholder operations lessons into proposal content
• Ensure new processes are documented and stakeholders are informed of changes
• Collaborate with SMI departments and entities while maintaining knowledge of company processes and policies

Vice President, SNAP EBT

Customer Support

• Respond to customer service calls and correspondence according to Standard Operating Procedures and contact requirements
• Receive calls from child support customers and other stakeholders
• Respond to inquiries following Standard Operating Procedures and contract requirements
• Process correspondence in accordance with Standard Operating Procedures and contract requirements
• Document correspondence and contacts according to Standard Operating Procedures and contract requirements
• Complete SMI system and state system updates according to Standard Operating Procedures and contract requirements
• Identify and resolve customer service and processing errors

Vice President, SNAP EBT

Customer Service Representative