Senior Associate Product Delivery - Business Enablement

Be at the heart of transforming visions into market-ready products, while you navigate through and solve complex challenges.

In this dynamic environment, you ensure smooth product delivery and support change initiatives, marking a significant step in your career growth and innovation journey.

As a Senior Product Delivery Associate within the Client Onboarding and Service (COS) Product team, you are trusted with enabling the delivery of products in a stable and scalable way.

You will work with cross-function teams, build key relationships, and enable the product to continuously deliver value.

Y ou will identify and deliver impactful solutions across onboarding, servicing, and contact center journeys.

You will partner with cross-functional teams to translate operational challenges into actionable, AI-driven improvements, fostering a culture of innovation and continuous enhancement.

Job responsibilities



* Lead interviews, call listening, and journey mapping across onboarding, servicing, and contact center channels (voice, chat, email, self-service)


* Translate operational pain points into clear hypotheses with measurable business outcomes, including cycle time, exception rates, containment, FCR, AHT, ASA, abandon rates, QA pass rates, and CSAT/NPS


* Prioritize opportunities based on value, feasibility, risk, and client impact, defining success criteria and guardrails


* Collaborate with Operations, Product, and Risk to ensure solutions address real workflow friction


* Design structured prompt patterns and interaction flows for agent assist, case triage, classification, summarization, and document processing


* Specify retrieval and grounding approaches, define expected AI behaviors, and establish escalation criteria


* Write user stories that define inputs, outputs, edge cases, and acceptance criteria grounded in operational reality


* Create evaluation rubrics covering quality, factuality, helpfulness, safety, tone, and compliance


* Build and maintain curated test sets with clear error taxonomies and severity definitions


* Define offline evaluation standards and support online experiments (A/B tests, champion challenger)


* Design Human-in-the-Loop workflows, reviewer guidelines, calibration routines, and QA sampling methods

Required qualifications, capabilities, and skills



* 3+ years of experience or equivalent expertise in product management or a relevant domain area


* Experience executing operational management and change readiness activities


* Experience in product deployment processes


* 5+ years of experience in product ownership, business analysis, service design, consulting, or operations within financial services or a regulated environment


* Strong functional understanding of client onboarding, servicing, and/or contact center operations


* Proven ability to translate business problems into clear, measurable requirements and acceptance criteria


* Han...