Vice President- Product Delivery Stakeholder Engagement

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 &Stakeholder Engagement you will ensure Client Onboarding and Servicing (COS) needs are accurately translated into deliverable requirements, delivered on schedule and with the agreed benefit realization. This role is accountable for representing COS in cross-functional initiatives, Merchant Services delivery forums, validating that requirements meet intent, and driving resolution when misalignment occurs.
Job responsibilities
- Utilize storytelling skills to effectively communicate complex process improvement strategies and changes to diverse stakeholders, influencing decision-making and fostering understanding.
- Oversee the end-to-end change management process, from strategic communications to lasting stakeholder impact mitigation, ensuring alignment with organizational goals.
- Build deep, trust-based advisory relationships with key client stakeholders and senior leaders, ensuring their satisfaction throughout the engagement.
- Develop and implement process improvement programs focused on operational efficiency and risk reduction, backed by 7+ years of experience.
- Work with product and sales teams to turn COS improvements into clear client value; help stakeholders understand benefits, trade-offs, and outcomes.
- Represent COS needs in planning and delivery discussions, making sure outcomes aren’t lost in translation or sequencing.
- Validate that delivered changes meet COS requirements and deliver expected benefits.
- Spot gaps or misalignments between requests and what’s being built; drive alignment and document decisions.
- Coordinate cross-tech delivery for work in Merchant Services Tech and/or COS Tech.
- Keep delivery focused on real process improvements—less manual work, fewer handoffs, faster cycles, better experience. Make sure operational readiness (procedures, training, support, handoffs) is planned before release.
- Maintain clear status reporting for stakeholders, highlighting progress, risks, and needed decisions/support. Translate complexity into simple updates for senior stakeholders; ensure documentation is audit-ready.
Required qualifications, capabilities, and skills
- 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.
- Advanced proficiency in data analytics, with a demonstrated ability to interpret models and make inferences from data to drive continuous improvement.
- Proven experience in managing diverse teams, with a focus on fostering an inclusive environment and coordinating work across different parts of a department.
- Proficient in the application of artificial intelligence in process improvement initiatives, with a focus on optimizing the performance of AI systems.
- Demonstrated ability in leading end-to-end change management processes, including strategic communications, influencing others, and mitigating stakeholder impact.
- 7+ years in product delivery, transformation, or operations/tech partnership roles.
- Ability to lead through influence in a matrixed environment across product, operations, and tech teams.
- Client and sales partnership mindset—engage credibly with sales and client-facing stakeholders, shape transformation narratives, and use client/market feedback in prioritization.
- Strong structured thinking—identify root causes of misalignment and drive resolution. Excellent written/verbal communication; able to challenge constructively and drive decisions.
- Familiarity with automation and AI-enabled process improvement concepts (not required to be a technical specialist), focused on measurable performance and adoption.
Preferred qualifications, capabilities, and skills
- Foster cross-functional collaboration to identify and implement process improvement opportunities across departments.
- Drive innovation by developing and applying creative solutions to enhance process efficiency and effectiveness.
- Utilize systems thinking to analyze complex processes and identify areas for optimization and integration.
- Use agile methodologies to iteratively develop and refine process improvements, ensuring flexibility and responsiveness to change.
- Experience with client onboarding, servicing, or operational process design in regulated environments.
- Payments/merchant acquiring experience.
- Familiarity with controls, audit evidence expectations, and change management practices.