FedNow Operations Center Lead

Company

Federal Reserve Bank of Boston is the regional bank of the Federal Reserve System for the Boston district. This 1st Shift role maintains the instant payment service, Fed Now, and supports the Federal Reserve’s mission to transform the payments landscape.

The position works Saturday through Wednesday and requires on‑site presence Monday‑Friday for support. Candidates must live within a commutable distance from the Boston Fed.

• Develop and maintain deep expertise on the Fed Now Service and keep abreast of industry trends.
• Facilitate high‑pressure troubleshooting calls with customers on production issues.
• Ensure continuous 24/7/365 seamless operation of the Fed Now instant payment service.
• Identify gaps in the Fed Now ecosystem and proactively propose solutions.
• Lead, develop, and mentor a diverse team of analysts, fostering a culture of continuous learning.
• Collaborate with cross‑functional teams to enhance service delivery and resolve complex issues.
• Translate strategic priorities into actionable operational plans and maintain alignment with organizational goals.
• Implement process improvements to enhance efficiency and reliability of Fed Now.
• Develop metrics and reporting frameworks to measure and communicate operational performance.
• Manage incident response for critical payment system disruptions, ensuring minimal impact on service delivery.
• Represent the Fed Now Operations team in leadership forums and strategic initiatives.
• Deliver a world‑class, end‑to‑end customer experience at all times.
• Create knowledge documentation, training materials, and automation ideas to improve customer experience.
• Demonstrate flexibility and adaptability to support organizational growth through multiple roles.

• Education:
  
  Bachelor’s degree with 10+ years of relevant work experience, or 15+ years of experience.
• Leadership:
  Experience leading 24/7 support operations for a large enterprise; experience in cloud‑based service support preferred; demonstrated ability to inspire and motivate high‑performing analysts; experience leading through ambiguity and complexity; inclusive team leader; fostering accountability while maintaining psychological safety.
• Analytical and Problem‑Solving:
  Strong analytical skills, quick synthesis of information, initiative and innovation toward improving customer experience with cutting‑edge technology.
• Organizational:
  Strong time‑management and ability to handle multiple competing priorities in a demanding environment.
• Preferred:
  Expertise with ISO
  20022 messages, ITIL certification, Service Now or similar tools, application monitoring tools, support operations across multiple contact channels, and support operations for a cloud‑based service.

Salary range: $ – $. Compensation follows the Boston Fed district guidelines; applicants outside the 1st District may be hired by a local Federal Reserve District.

The Federal Reserve Bank of Boston is committed to providing equal employment opportunities to all persons without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, genetic information, disability, or military service.

All applicants must reside in the United States for at least three years. Background checks, FBI fingerprinting, OBIE, and OFAC watch‑list checks are required. Security screening is conducted in two phases and must be completed before employment.

Job Type: Full time. Job Category:
Operations Family Group. Shift: First (United States of America). Exempt status:
Yes. Eligibility:
Must have U.S. residency for at least three years.

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