Are you ready to shape the future of how small businesses service and manage their lending products—digitally, through bankers, and through servicing operations? Join a collaborative, curious, and empowering team where your product leadership directly improves the end-to-end servicing experience while modernizing the platforms that power it at scale.
As a Senior Product Delivery Associate In Business Banking Small Business Lending Servicing team, you will help lead the product lifecycle for servicing capabilities that support customers after origination—spanning customer self-service, banker-assisted servicing, and operations enablement. You will also play a key role in technology stack modernization and platform ownership, partnering closely with Design and Engineering to deliver secure, reliable, and intuitive experiences.
Job responsibilities
- Set product strategy and vision for small business lending servicing that delivers measurable value to customers, bankers, and the firm.
- Own platform outcomes across core servicing domains (payments, account maintenance, statements/documents, payoff/termination, request intake/status), ensuring stability, scalability, and usability.
- Partner with Technology on modernization (legacy decomposition, APIs, orchestration, cloud readiness, reliability), balancing customer value, risk, and sequencing.
- Partner with Design to deliver a cohesive, accessible, consistent UX across channels through discovery, journey mapping, prototyping, and testing.
- Define and deliver end-to-end digital customer servicing journeys (payments, statements, maintenance, requests, payoff/termination, document self-service/delivery).
- Define and deliver banker-assisted servicing journeys (guided intake, case/status visibility, communications, handoffs/escalations, dashboards/insights).
- Enable operations servicing capabilities (case management, exception handling, controls support, efficiency improvements).
- Translate needs and constraints into requirements and measurable KPIs; write epics, user stories, workflow/service definitions, and acceptance criteria.
- Own and refine the product backlog aligned to the roadmap, modernization milestones, and reliability/controls expectations.
- Coordinate cross-functional delivery (UAT, release readiness, change management/training inputs, post-launch measurement) and manage dependencies, trade-offs, and risks while tracking CX/BX and operational/reliability metrics.
Required qualifications, capabilities, and skills
- 4+ years of experience or equivalent expertise in product management, product ownership, platform ownership, or a relevant domain area
- Strong product mindset with customer-first thinking, crisp problem definition, principled prioritization, and measurable outcomes
- Proven ability to partner deeply with Engineering and Design to deliver modern digital experiences (discovery → delivery → iteration)
- Demonstrated ability to define and communicate clear requirements and workflows (user stories, acceptance criteria, journey maps) and to align teams on what “good” looks like
- Experience driving or supporting platform modernization efforts (e.g., legacy migration, service/API design, workflow platforms, reliability improvements), including managing phased delivery and dependencies
- Ability to work effectively in a highly matrixed environment and influence without direct authority
- Bachelor’s degree in Computer Science, Engineering, Business, or a comparable field, or equivalent practical experience
- Background in Lending, Payments, Fintech, or Servicing/Operations product domains
- Familiarity with AI tooling such as agentic workflows, generative AI tools, or workflow automation