Produce Readiness Manager, Merchant Ops

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Company Description

We're Checkout.com

Checkout.com is one of the most exciting fintechs in the world. Our mission is to enable businesses and their communities to thrive in the digital economy. We're the strategic payments partner for some of the best known fast-moving brands globally such as Wise, Hut Group, Sony Electronics, Homebase, Henkel, Klarna and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it's not just what we build that makes us different. It's how.

We empower passionate problem-solvers to collaborate, innovate and do their best work. That's why we're on the Forbes Cloud 100 list and a Great Place to Work accredited company. And we're just getting started. We're building diverse and inclusive teams around the world - because that's how we create even better experiences for our merchants and our partners. And we need your help. Join us to build the digital economy of tomorrow.

Job Description

Product Readiness Manager, Merchant Ops at Checkout.com:

At Checkout.com, we're building the future of online payments. We're a fast-paced, 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. You'll 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. You'll 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/no-go 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:

• In-depth 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.
• You're 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 non-technical 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. We'll provide comprehensive training on our platform and the payments landscape.

Additional Information

Apply without meeting all requirements statement

If you don't meet all the requirements but think you might still be right for the role, please apply anyway. We're 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 hard-working people and giving them a community to thrive in is critical to our success.

When you join our team, we'll empower you to unlock your potential so you can do your best work. We'd 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. We'll be happy to support you.

Take a peek inside life at Checkout.com via

• Our Culture video https://youtu.be/BEwnpHuadSw
• Our careers page https://www.checkout.com/careers
• Our LinkedIn Life pages bit.ly/3OaoN1U
• Our Instagramhttps://www.instagram.com/checkout_com/