Small Business Senior Product Associate

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.

• 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

• 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

• 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