Embrace the challenge of adapting to shifting priorities and resources while contributing to a dynamic team and applying your expertise, strategic thinking skills, and operational excellence across product lines. Drive revenue by leading structured client conversions and accelerating commercial adoption and expansion through disciplined program execution and data-driven decisioning.

As a Client Solutions Experience Manager in Merchant Services Commercial Adoption & Expansion Product Portfolio Operations in Merchant Services, you are a foundational member of a team responsible for implementing connectivity strategies across the product space, while being directly responsible for creating structures that enhance coordination in our product line driving market expansion, solutions adoption and revenue. You operate as both program leader and performance authority—governing solutions from early-stage pilot through scaled client adoption and ongoing expansion. You own end-to-end execution, including pilot readiness, client qualification, onboarding and conversion, and cross-functional project delivery, ensuring every initiative is intentionally launched, actively managed, and progressed toward measurable growth outcomes. By combining rigorous program management with advanced analytics and executive storytelling, you translate pilot and pipeline performance into clear business narratives, client engagement materials, and data-driven actions. You will convert early signals into scalable execution plans, eliminate friction points that block growth, and ensure solutions not only reach General Availability (GA) but continue to expand, driving sustained revenue impact.

Job responsibilities

• Works across products to help ensure delivery against business objectives while coordinating reporting and communications plans for portfolio management operations and change initiatives
• Enables operational efficiency by supporting training, maturation, needs assessments, and continuous improvement practices
• Own end-to-end pilot lifecycle from readiness through execution to GA decisioning, managing scope, milestones, dependencies, timelines, and success criteria across multiple concurrent pilots/workstreams.
• Establish and run pilot governance (stage gates/tollgates, go/no-go decisions, risk thresholds, escalation paths), including weekly cadences, exec readouts, and risk reviews to drive alignment and accountability.
• Maintain rigorous program management hygiene with structured plans, RAID logs, milestone/critical-path tracking, and transparent reporting of progress, risks, and blockers.
• Implements a product-level collection strategy consisting of controls, financials, and resourcing needs
• Drives adaptation and modification of our product-line framework to ensure cross-product priorities, sequencing, and trade-offs are realized
• Drive cross-functional delivery execution across Product, Technology, Sales, and Commercialization—coordinating interdependencies, mitigating risks, and ensuring stability, onboarding readiness, and measurable pilot outcomes.
• Own pilot measurement and insights by defining performance analytics (adoption, utilization, defects, revenue signals), building dashboards as the single source of truth, and translating data into executive-ready narratives on scale readiness and blockers.

• Convert pilots to scalable growth by validating solutions with real client use cases and technical stakeholders, aligning pilots to target client profiles/market readiness, and partnering with Sales/Product/Commercialization on pipeline conversion, pricing, repeatable GTM motions, and revenue realization.

Required qualifications, capabilities, and skills

• 5+ years of experience or equivalent expertise in program management or performance optimization, client solutions architecture, product delivery, and/or technical program leadership
• Proven ability to manage and implement operational effectiveness initiatives
• Proven ability to lead complex, cross-functional programs with multiple stakeholders and dependencies
• Strong experience in program/project management disciplines (planning, governance, risk management, execution tracking)
• Proven ability to operate within the product development life cycle and agile methodologies
• Demonstrated ability to define and manage delivery frameworks, stage gates, and success criteria
• Strong analytical capability with experience using data to drive decisions, prioritization, and outcomes
• Ability to influence senior stakeholders and drive alignment across Product, Technology, Sales, and Commercial teams

• Excellent communication skills with experience delivering executive-ready updates and decision materials

Preferred qualifications, capabilities, and skills

• Expertise in translating technical solutions into client-ready, scalable offerings
• 3 years of payments and/or merchant services experience working directly with clients or client solutions and client experience
• Experience with technologies, APIs, HTML, Python, SQL, Snowflake, Splunk and/or mobile applications and web services. Technical fluency with APIs, cloud-based platforms, and data tools (SQL, Snowflake, etc.)
• Experience leading pilot programs, commercialization initiatives, or product launches in payments/fintech
• Familiarity with Agile, Scrum, or hybrid delivery models in complex enterprise environments
• Hands-on experience with program management tools (Jira, Confluence, Monday) and reporting frameworks

• Experience defining and managing KPIs, OKRs, and performance dashboards tied to revenue and client outcomes