Location: 100 Public Square - Cleveland, Ohio 44113 ABOUT Enterprise Payments Enterprise Payments is the fastest growing business segment in KeyBank, encompassing treasury, a leading commercial card, merchant, FX, liquidity, and fintech product set across a wide array of industry verticals and client segments. Our solutions are the software and payments engine that allows businesses to tackle their unique challenges and better engage with their customers-from a mom and pop restaurant, all the way to a publicly traded company. ABOUT THE JOB (JOB BRIEF) The Product Development and Vertical Strategies team within Commercial Payments Product is responsible for coordination and prioritization across multiple products. The team governs the operating cadence for product, leads agile transformation, enforces standards for product development and management. The Product Operations Manager is a leader on the Product Development Team. This leader is responsible for designing, implementing, and managing change management and product operations (operating cadence, strategic project management, agile rituals) initiatives across Payments and the broader commercial bank organization. This role provides critical thought leadership to business partners within and across Enterprise Payments teams and stakeholders across the bank with regard to product operations, product development lifecycle, product affiliated tools and rituals. ESSENTIAL FUNCTIONS Lead the development of client strategy and operating cadence design that supports the end-to-end experiences for all of our segments Guide development of a more effective Product Operations organization Collaborate with business leaders across the organization on initiatives that infuse greater discipline in how we evaluate and execute product development initiatives, and operate as a broader extended product team Create and visualize customer personae and map client journeys (end-to-end experiences) across and throughout the product lifecycle, capturing touchpoints and highlighting strengths and areas of friction - with special emphasis on product partners and prospective clients Inspire the business to be customer and partner-centric by contributing to the business-wide understanding of industry metrics, Key's performance and our design principles of CX Lead successful implementation of improvement initiatives from ideation to benefit realization Deploy CX best practices for listening, interpreting, and acting on customer and partner feedback using structured and unstructured data to deliver actionable insights EXPERIENCE QUALIFICATIONS Bachelor's degree or equivalent work experience Minimum 5-10 years of experience - experience w/ change management, familiarity with project lifecycle phases and tools, strong ability to identify issues with urgency, to recommend solutions Possess strong process improvement, project management, negotiation, and analytical skills with a demonstrated application of those skills. Leadership and team management experience with the ability to provide strategic planning and oversight Ability to effectively communicate and influence at all levels of the organization Demonstrated ability to overcome obstacles in executing sophisticated, cross-functional initiatives Solid understanding of human-centered design and CX/EX practices Have a passion to create positive client centric experiences Possess a strong mix of quantitative, qualitative and problem-solving skills Ability to think strategically coupled with the ability to drive to execution Experience with storytelling + curating presentations Highly effective working independently with little supervision and comfortable making difficult decisions. Ability to operate in a multiple project management environments PREFERRRED QUALIFICATIONS Prosci (ADKAR) certification Treasury or bankin