Process Improvement and AI Enablement, Vice President - Merchant Services COS

Join a dynamic team which drives transformative change by collaborating with senior leaders to re-engineer core business components. We drive operational excellence by optimizing processes and elevating customer experiences. Our mission is to foster a culture of continuous improvement, enhancing employee engagement and mitigating risks. Committed to delivering substantial financial benefits, we shape a future where innovation and excellence are at the core of every endeavor.

As a Vice President, Product Delivery & AI Enablement within Client Onboarding and Servicing (COS), you will ensure needs are accurately translated into deliverable requirements, delivered on schedule and with the agreed benefit realization. You will be accountable for representing COS in Merchant Services delivery forums, validating that requirements meet intent, and driving resolution when misalignment occurs.

Additionally, you will partner closely with the COS architecture design team that defines and documents COS.

Job responsibilities

• Demonstrated ability in developing and implementing process improvement or re-engineering programs, with a focus on operational efficiency and risk reduction, supported by over 7 years of proven experience.
• Represent COS needs in prioritization, planning, and delivery discussions; ensure COS outcomes are not lost through interpretation, trade-offs, or sequencing
• Validate that delivered functionality/process change meet COS requirements and realize the expected benefits
• Use JIRA to trace end-to-end lineage from COS request → requirements → stories/epics → acceptance criteria → testing evidence → release outcomes.
• Identify gaps, conflicts, or drift between what was requested and what is being built/delivered; drive alignment conversations and document decisions.
• Provide Cross-tech delivery coordination for work executed in Merchant Services Tech and/or COS Tech (with build owned by those teams).
• Track dependencies, milestones, risks/issues, and decision points; escalate early and propose options to maintain momentum
• Keep delivery focused on tangible process improvements (reduced manual work, fewer handoffs, faster cycle times, improved experience).
• Ensure operational readiness is part of planning: procedures, training needs, support model, and handoffs and are defined prior to release.
• Maintain clear status reporting for stakeholders, highlighting what is on-track, what is at risk, and what decisions/support are needed.
• Translate complexity into crisp updates for senior stakeholders; ensure documentation is fit-for-purpose and audit-ready where applicable

• 7+ years in product delivery, transformation or operations/technology partnership roles
• Demonstrated ability to lead through influence in a matrixed environment across product, operations, and multiple technology teams.
• Strong JIRA proficiency (epics/stories, workflows, linkages, audit trails, dashboards) and ability to perform "forensic" tracing of requirement intent vs. build artifacts.
• Strong structured thinking: can identify root causes of misalignment (ambiguity, competing priorities, misunderstood scope, missing acceptance criteria) and drive resolution.
• Excellent written/verbal communication; ability to challenge constructively and drive decisions.
• Delivery discipline: dependency management, risk/issue management, readiness/go-live support, and benefits tracking.
• Proficient in the application of artificial intelligence in process improvement initiatives, with a focus on optimizing the performance of AI systems.

• Experience with payment/merchant acquiring
• Experience with client onboarding, servicing, or operational process design in regulated environments.
• Familiarity with controls, audit evidence expectations, and change management practices.
• Experience partnering across two delivery organizations (e.g., product/platform team + separate operations tech team).