Product Manager / Business Analyst - Customer Onboarding

Required Education//Certifications:
Bachelor’s degree.

Preferred Education/ Certifications:
Master’s degree.

Required Skills, Experience, & Abilities:
• 5+ years of experience with strong business analysis, process improvement, and product management skills.
• Business analysis experience, including requirements gathering, documentation, and user acceptance testing (UAT).
• Proven experience in process improvement, process re-engineering, process mapping, bottleneck analysis, and optimization.
• Experience with UI design from a product management perspective.
• Strong customer focus, ensuring customer needs are prioritized and addressed.
• Knowledge of product management tools and practices, including market and product plans, project timelines, workstream management, dashboard reports, market research, pricing, and business case development.
• Proven ability to synthesize products and services across multiple functional areas into compelling value propositions aligned with global customer needs.
• Strong analytical, problem-solving, and decision-making skills, with creativity, curiosity, and attention to detail.
• Self-starter with initiative, resourcefulness, motivation, and a results-oriented mindset.
• Highly organized, with the ability to manage multiple competing priorities across cross-functional teams.
• Proven ability to build consensus and influence internal and external business partners at all levels of leadership.
• Excellent written and verbal communication skills, including the ability to interface with customers.
• Experience in customer onboarding, legacy system migration, product enhancements, feedback analysis, and tool optimization.
• Ability to coordinate cross-functional and global teams, support regional launches, drive customer adoption, and manage implementation activities.

Desired Skills, Experience, & Abilities:
• Experience in UI design and development.
• Experience building and launching products globally.
• Product experience in digital payments.

Job Overview:
The Product Manager will drive improvements to the Cross-Border Services onboarding experience. The Transfer Solutions team enables the safe, seamless movement of money worldwide through high-priority payment flows, including disbursements, remittances, and bill pay, across bank accounts, mobile wallets, and cards in 180 markets. The role partners with Product, Operations, Compliance, Engineering, and regional teams to identify customer pain points, streamline processes, and implement scalable solutions that improve customer outcomes. Using customer feedback, operational insights, and data-driven analysis, the Manager will optimize onboarding experiences and support broader business objectives. This highly visible, strategically important role operates within a global, cross-functional team in a fast-paced environment. The ideal candidate is customer-focused, analytical, intellectually curious, highly motivated, and committed to improving customer journeys, operational efficiency, and business performance. This is a Manager/L6 individual contributor role with no direct reports.

Responsibilities:
• Develop and promote a deep understanding of customer needs, the ecosystem, and key market dynamics.
• Support customer experience automation initiatives for Cross-Border Services by contributing to new features and automation efforts that improve time to revenue and increase efficiency for customers and the client.
• Identify and recommend new features, services, and capabilities in partnership with internal and external stakeholders at global and regional levels.
• Analyze Cross-Border Services deployments with regional sales, product, delivery, and support teams to identify key learnings and drive continuous improvement.
• Contribute to launch playbooks that guide customer engagement after sale and implementation to maximize the value of each deployment.
• Monitor regional P&L optimization against business case commitments.
• Define clear onboarding process guidance to support effective product scaling across regions.