You enjoy shaping the future of product innovation as a core leader, driving value for customers, guiding successful launches, and exceeding expectations. Join our dynamic team and make a meaningful impact by delivering high-quality products that resonate with clients.
As a Product Manager in Business Transformation team in Merchant Services, you are an integral part of the team that innovates new product offerings and leads the end-to-end product life cycle. As a change leader you are responsible for translating Merchant Services' business priorities across growth, client experience, operational efficiency, and risk reduction into the organizational and workforce changes that deliver them. You partner with product, technology, operations, risk, and senior leadership to identify the business outcomes that matter, determine where AI and other capabilities create the greatest leverage, and design the operating model and adoption strategy required to realize that value. With a strong commitment to scalability, resiliency, and stability, you collaborate closely with cross-functional teams to ensure changes exceed customer expectations.
Job responsibilities
- Partner with senior leaders to define the business outcomes Merchant Services owns (growth, client experience, efficiency, risk reduction) and translate them into a transformation agenda.
- Identify the highest-value opportunities and apply AI, automation, and operating-model change to deliver measurable results; challenge work without a clear business case.
- Prioritize and sequence initiatives based on business value and organizational change capacity.
- Own end-to-end adoption strategy for new capabilities—from leadership alignment through frontline behavior change and reinforcement.
- Diagnose adoption barriers using data-driven methods (e.g., telemetry, surveys, process insights, ONA where applicable) and design targeted interventions.
- Define and own outcome-linked success metrics that connect capability deployment, behavior change, and business impact.
- Redesign workflows for effective human–AI teaming, including clear handoffs, escalation paths, and control points.
- Partner with risk, compliance, and controls to embed 3LOD, model risk, and regulatory requirements into new operating models from day one.
- Lead org design changes required to sustain the model (roles, skills, spans of control, new/retired roles).
- Coach and enable senior sponsors with crisp narratives, communications, and translation of technical performance into adoption and business implications.
- Build transformation capability (training, labs, coaching, change champions) and run a managed backlog with retrospectives and portfolio-level change-load oversight.
Required qualifications, capabilities, and skills
- 7+ years in enterprise product, technology, or transformation roles
- 5+ years leading large-scale organizational change across 25+ teams in matrixed environments
- Demonstrated track record applying structured processes to real, measurable outcomes — not just deliverables
- AI product literacy: able to interrogate model performance, evaluation methods, bias, drift, and failure modes; not required to build, but cannot be snowed
- Workflow decomposition: able to credibly partition a process into human, AI, and joint steps with defensible reasoning
- Org analytics fluency: able to read and challenge process mining outputs, ONA graphs, and adoption telemetry
- Risk and controls translation: fluent in how AI changes interact with 3LOD, model risk management, and regulatory obligations in a financial-services context
- Senior stakeholder management — including coaching executive sponsors through ambiguity and AI literacy gaps
- Sharp written and verbal communication; able to facilitate working sessions of 5–50+ across executive and frontline audiences
- Scaled agile delivery experience; comfortable operating inside SAFe, LeSS, or equivalent frameworks
Preferred qualifications, capabilities, and skills
- Prosci ADKAR certification or equivalent
- Agile coaching credentials (SPC, CSP, ICP-ACC) and/or org design credentials
- Experience in payments, merchant acquiring, or other regulated financial services
- Working knowledge of AI governance frameworks (NIST AI RMF, EU AI Act, internal model risk standards)
- History of building change communities of practice or change champion networks