Device Operations Specialist US

Job title: Device Operations Specialist US

Company Description

Xplor Technologies powers the experiences at the heart of everyday life. Through modern vertical software, embedded payments (Xplor Pay), and AI-powered capabilities, we help businesses in fitness, recreation, golf and club, field services, laundry, education, and other membership-based and service-based industries simplify operations, uncover insights, and elevate customer and member experiences.

With Xplor Pay, we help businesses get paid quickly and securely – without hidden fees. We built the tech ourselves, and our platform delivers secure, transparent, fast, and accurate payments.

Job Description

The Device Operations Specialist is responsible for the day-to-day operational management of Xplor's payment device estate.

Working closely with the Device & Terminal Estate Manager, Xplor Business Units and POS Portal, the role coordinates device ordering, provisioning, deployment, replacement, returns and inventory control. It ensures accurate estate records, reliable fulfilment and clear communication across the complete device lifecycle.

The Specialist is the first point of contact for routine device requirements and operational issues, maintaining the detail and control needed to give Business Units confidence in delivery.

• Maintain accurate serial-number-level device records, including merchant allocation, location, status, transfers, returns, retirement and available software versions.
• Reconcile the device estate with POS Portal, resolve discrepancies and track inactive, unassigned, damaged, missing and end-of-life devices.
• Validate device orders for new and existing merchants and track configuration, dispatch and delivery, keeping Business Units informed of stock availability, delivery dates and delays.
• Monitor stock levels and flag shortages, excess stock and ageing inventory.
• Coordinate replacements, returns, refurbishment, reuse and secure disposal.
• Coordinate provisioning and configuration for each merchant and Business Unit, confirm activation and resolve errors before they affect merchants.
• Support deployments, migrations, upgrades and device refreshes, including testing and operational readiness for new devices and capabilities.
• Act as the primary day-to-day operational contact for POS Portal, managing fulfilment, inventory, configuration and support requests through to resolution and escalating overdue, recurring or high-impact issues.
• Provide operational data and commentary for vendor governance reviews and support service improvements agreed with POS Portal.
• Be the first point of contact for routine Business Unit device enquiries and onboarding requirements, coordinating with Payments Operations, Onboarding, Customer Success, Support and Product.
• Coordinate device incident investigations with internal teams and vendors, gather supporting information, arrange replacements and track resolution.
• Support approved software, firmware and configuration changes with POS Portal, Product, Engineering and Payments Operations, maintaining deployment records where available.
• Report on inventory, deployments, fulfilment, replacements, returns and incidents; track service levels and maintain action, issue and risk logs.
• Support audit evidence and PCI-related controls, including records for lost, stolen and retired devices.
• Identify recurring faults, fulfilment failures, configuration issues and Business Unit process gaps; document and improve processes, troubleshooting guides, support playbooks and knowledge articles.
• Support automation and standardisation led by the Device & Terminal Estate Manager.

Qualifications

• Experience in device operations, mobile or telecoms hardware, IT asset management, payment operations, logistics or a comparable operational environment.

• Strong attention to detail, with the ability to maintain accurate inventory, asset and operational records.

• Experience coordinating device orders, inventory, fulfilment, provisioning, deployments or returns.

• Strong organisational skills, with the ability to manage competing priorities and follow actions through to completion.

• Confidence working with external vendors and internal teams to resolve operational issues and keep stakeholders informed.

• Good spreadsheet, reporting and problem-solving skills, including the ability to reconcile data and investigate discrepancies.

• Clear written and verbal communication skills, with the ability to explain operational issues and next steps simply.

• Additional Information

• What does it mean to work for Xplor?

Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:

• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome
• If these values sound like you, and describe people you want to work with, you will thrive at Xplor. As an Xplorer, you will be part of a global network of talented colleagues who will support your success. We look for commonalities and shared passions and give people the tools they need to deliver great work and grow at speed.