Small Business Senior Product Associate - Payments

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