Senior Associate, SMB Strategy and Planning

Job Description

As a Senior Associate in the Connected Commerce Payments organization, you will own the outcomes framework and operating system for a dynamic small‑business payments team, building AI‑native workflows that sharpen how the team understands performance and acts on it. You thrive at the intersection of analytics, strategy, and operational excellence, and are energized by turning complex data into clear decisions. We move fast, think big, and care deeply about the quality of our work and team culture.

• Own the SMB Payments outcomes framework, including KPI hierarchy, metric definitions, and interpretation standards across the product suite.
• Build and maintain dashboards and scorecards tracking adoption, engagement, funnel performance, customer experience signals, operational indicators, and financial impact, with strong attention to data quality and usability.
• Develop an AI‑enabled insights workflow to reduce manual reporting and increase signal quality, including automated KPI commentary, anomaly detection, driver analysis, and self‑serve metric explainers, applying strong judgment and governance to ensure accuracy.
• Lead performance synthesis by translating metrics, research, and partner inputs into decision‑ready narratives on what’s changing, what’s driving it, and what the team should do next.
• Execute deep‑dive analyses—including segmentation, cohort analysis, funnel and journey analysis, and feature utilization—and convert findings into prioritized recommendations with clear success measures.
• Develop business cases for targeted investments and enhancements, including impact sizing, key assumptions, sensitivities, and measurable success criteria; ensure post‑launch measurement plans and readouts are completed.
• Own the content and outcomes of key leadership forums such as Monthly Business Reviews and unit reviews: drive pre‑reads, align the storyline, and ensure each forum results in clear decisions and explicit next steps.
• Drive decision and action closure by maintaining decision logs and action registers, following up with owners, escalating when needed, and validating completion through agreed outcome metrics.
• Own executive communications for SMB Payments leadership and cross‑functional stakeholders, connecting outcomes, insights, risks, and decisions in concise, executive‑ready materials.
• Own the team’s knowledge architecture across Confluence and SharePoint, establishing information hierarchy, templates, versioning norms, and access structure for operating norms, onboarding, KPI glossary, and reusable artifacts.
• Lead onboarding and integration for new team members and strengthen cohesion through showcases, town halls, offsites, and other mechanisms that build shared context and trust.

• 3+ years of experience in product strategy, operations, analytics, business management, consulting, or a related field.
• Demonstrated ability to perform hands‑on analysis and build durable reporting, including dashboards and scorecards, with comfort in KPI definition and data interpretation.
• Demonstrated ability to think and operate in an AI‑native way—identifying where AI can improve insight generation, automation, and decision support while applying strong judgment around quality and governance.
• Strong written and verbal communication skills with experience producing executive‑ready narratives and materials.
• Proven ability to influence and align stakeholders across product, engineering, design, analytics, risk, and business partners without direct authority.
• Highly organized with strong follow‑through on decision and action tracking, prioritization, and attention to detail in a fast‑paced environment.

• Experience in payments, small business products, platforms, or adjacent domains such as risk, fraud, controls, or servicing.
• Experience with experiment measurement and instrumentation planning.
• Familiarity with metrics governance practices, including definitions, data lineage, and data quality standards.

Applicants must be authorized to work for any employer in the US. We…