Unleash your expertise in product development and optimization by leveraging user research, analyzing metrics, and collaborating across one of the world’s most innovative financial organizations.
As a Senior Product Associate in Merchant Services supporting Small Business, you contribute to the team by leveraging your expertise in product development and optimization to make a significant impact, supported by user research and customer feedback to fuel the creation of innovative products and continuously improve existing offerings. Collaborate closely with cross-functional teams and play a crucial role in shaping the future of our products and ongoing success.
**Job responsibilities **
- Partners with the Product Manager to identify new product opportunities that reflect the needs of our customers and the market through user research and discovery
- Considers and plans for upstream and downstream implications of new product features on the overall product experience
- Supports the collection of user research, journey mapping, and market analysis to inform the strategic product roadmap and provide insight on potential product features that provide value to customers
- Analyzes, tracks, and evaluates product metrics including work to time, cost, and quality targets across the product development life cycle
- Writes the requirements, epics, and user stories to support product development
- Drives resolution of complex, high-priority product and risk issues by synthesizing inputs, identifying root causes, and delivering actionable solutions
- Leads cross-functional collaboration across Product, Risk, Fraud, Operations, and Technology to align on priorities, remove blockers, and drive timely decisions
- Translates ambiguous problems into structured opportunities, defining clear problem statements, solution paths, and success metrics
- Communicates effectively with senior stakeholders, providing clear updates, trade-offs, and recommendations to influence decisions and drive alignment
- Identifies and addresses process gaps, customer friction points, and operational challenges, leveraging data and insights to improve controls and overall experience
- Applies sound judgment to balance risk, fraud prevention, and customer experience, while incorporating emerging tools (e.g., automation, AI) to enhance efficiency and outcomes
**Required qualifications, capabilities, and skills **
- 3+ years of experience or equivalent expertise in product management or a relevant domain area
- Proficient knowledge of the product development life cycle
- Experience in product life cycle activities including discovery and requirements definition
- Developing knowledge of data analytics and data literacy
- Strong problem-solving and critical thinking capability, with a track record of breaking down complex risk, fraud, and customer experience challenges into structured, actionable solutions
- Demonstrated sense of ownership, consistently taking initiative, navigating ambiguity, and driving outcomes that improve customer experience and reduce risk exposure
- Experience in risk, fraud, and customer experience, with strong judgment in balancing risk controls and customer experience
- Ability to effectively manage multiple priorities in fast-paced environments, maintaining high attention to detail and quality across production issues and continuous improvement efforts
- Strength in issue identification and resolution, including root cause analysis and driving coordinated solutions to address customer friction and operational gaps
- Clear and effective communication skills, with the ability to influence stakeholders and leverage data-driven insights to improve outcomes across risk, fraud, and customer experience
Preferred qualifications, capabilities, and skills
- Experience in payments and risk domains, with working knowledge of risk frameworks, controls, and regulatory expectations in banking or fintech
- Proven stakeholder management and influence, effectively driving alignment and outcomes across teams and levels without direct authority
- Experience with incident management and production support, including handling escalations and driving timely resolution of customer-impacting issues
- Comfort operating in ambiguous environments, making sound decisions with incomplete or evolving information
- Strong communication and storytelling capability, with the ability to synthesize insights and influence senior stakeholders
- Interest in emerging technologies (e.g., AI/automation) to enhance workflows, decision-making, and efficiency