Product Readiness Manager Merchant Ops

Product Readiness Manager Merchant Ops at Checkout.com:

At Checkout.com were building the future of online payments. Were a fastpaced collaborative environment where innovation and ownership are highly valued. As a Product Readiness Manager you will play a critical role in ensuring the Merchant Care team is fully prepared to support our merchants with new product releases and enhancements. Youll act as the vital link between our Product Engineering and Merchant Care teams facilitating communication ensuring teams are equipped for success and championing merchant needs while driving continuous improvement in support processes.

What you will be doing:

• Define and document support requirements for new product releases and enhancements empowering our Merchant Care team to provide support.
• Collaborate closely with Product Managers and Engineers throughout the product development lifecycle providing crucial input on supportability usability and potential pain points from a merchant perspective. Youll be a key voice in design reviews ensuring new features are easy to understand and integrate for our diverse merchant base.
• Collaborate with peers in Operational Excellence to develop and maintain training materials and documentation for all new product features
• Coordinate with the PMO to establish and meet product readiness criteria. Conduct thorough assessments identify potential risks and provide go/nogo recommendations for product launches.
• Proactively monitor the impact of product changes on merchant satisfaction and support metrics. Analyse CSAT scores case volumes and trends to identify areas for improvement and advocate for necessary changes with Product and Engineering teams.

Qualifications :

About You:

• Indepth knowledge of product development processes and support operations. You understand the complexities of bringing new products to market and the importance of seamless support.
• Demonstrated experience in supportability product readiness or customer advocacy roles preferably within a technology or SaaS environment.
• Youre passionate about advocating for customer needs and ensuring a positive support experience.
• Exceptional communication collaboration and interpersonal skills. You can effectively engage with technical and nontechnical stakeholders build strong relationships and influence outcomes.
• Expertise in data analysis to extract trends and insights from customer feedback (i.e INDEX MATCH SQL skills Pivot tables)
• Strong project management capabilities for coordinating readiness activities and ensuring deadlines are met
• Comfortable working with APIs and understanding technical product details. Proficiency in tools like Retool and Datadog is a plus.
• Payments industry experience is a  plus but not required. Well provide comprehensive training on our platform and the payments landscape.

Additional Information :

Apply without meeting all requirements statement 

If you dont meet all the requirements but think you might still be right for the role please apply anyway. Were always keen to speak to people who connect with our mission and values.

We believe in equal opportunities

We work as one team. Wherever you come from. However you identify. And whichever payment method you use. 

Our clients come from all over the world and so do we. Hiring hardworking people and giving them a community to thrive in is critical to our success.

When you join our team well empower you to unlock your potential so you can do your best work. Wed love to hear how you think you could make a difference here with us. 

We want to set you up for success and make our process as accessible as possible. So let us know in your application or tell your recruiter directly if you need anything to make your experience or working environment more comfortable. Well be happy to support you.

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