Senior Associate – SMB Payments, AI-Native Outcomes & Operating System
The Connected Commerce Payments organization is a motivated, forward-thinking team of highly talented product managers focused on delivering innovative payment services via today’s and tomorrow’s most important platforms. We aim to transform customer experiences, simplify business processes, and drive product excellence.
As a Senior Associate supporting the SMB Payments quad, you will own the mechanisms that help the organization understand performance, make decisions, and follow through to measurable outcomes - with a strong emphasis on building an AI-native analytics and insights workflow. You will also strengthen the quad’s operating system through high-quality communications, action governance, onboarding, and knowledge management across Confluence and SharePoint.
Job Responsibilities
1) AI-Native Outcomes & Insights (Performance ownership)
- Own the SMB Payments outcomes framework across the product suite, including KPI hierarchy, metric definitions, and interpretation standards.
- Build and maintain dashboards/scorecards tracking adoption, engagement/usage, funnel performance, customer experience signals, operational indicators, and financial impact (where applicable), with strong attention to data quality and usability.
- Develop an AI-enabled insights workflow to reduce manual reporting and increase signal (e.g., automated KPI commentary drafts, anomaly detection, driver analysis acceleration, self-serve metric explainers), applying strong judgment and governance to ensure accuracy and appropriate use.
- Lead performance synthesis by translating metrics, research, and partner inputs into decision-ready narratives on what’s changing, what’s driving it, and what the quad should do next.
- Execute deep-dive analyses (segmentation, cohorts, funnel/journey analysis, feature utilization) and convert findings into prioritized recommendations with clear success measures.
- Develop business cases for targeted investments/enhancements, including impact sizing, key assumptions, sensitivities, and measurable success criteria; ensure post-launch measurement plans and readouts occur.
2) Operating System, Knowledge & Culture (Quad effectiveness ownership)
- Own the content and outcomes of key leadership forums (e.g., Monthly Business Reviews, fraud/scam-focused reviews, and LoB unit reviews): drive pre-reads, align the storyline, and ensure each forum results in clear decisions and explicit asks.
- Drive decision and action closure by maintaining decision logs and action registers, following up with owners, escalating when needed, and validating completion through agreed outcome metrics (not sprint-level delivery tracking).
- Own executive communications (recurring and ad hoc) for SMB Payments leadership and cross-LoB stakeholders, connecting outcomes, insights, risks, and decisions in concise, executive-ready materials.
- Own the quad’s knowledge architecture and governance across Confluence and SharePoint: establish information hierarchy, templates, versioning/expiry norms, and access structure; curate the system of record for operating norms, onboarding, stakeholder maps, KPI glossary/definitions, review cadences, key decisions, and reusable artifacts (business cases, scorecards, pre-read templates).
- Lead onboarding and integration for new joiners across the quad and strengthen cohesion through showcases, town halls, offsites, and other mechanisms that build shared context and trust.
Required Qualifications
- 3+ years of relevant experience in product strategy/ops, analytics, business management, consulting, or a related role.
- Demonstrated ability to perform hands-on analysis and build durable reporting (dashboards/scorecards), including comfort with KPI definition and data interpretation.
- Demonstrated ability to think and operate in an AI-native way—identifying where AI can improve insight generation, automation, and decision support, while applying strong judgment around quality and governance.
- Strong written and verbal communication skills with experience producing executive-ready narratives and materials.
- Proven ability to influence and align stakeholders across product, engineering, design, analytics, risk partners, and business partners without direct authority.
- Highly organized with strong follow-through (decision/action tracking, prioritization, attention to detail) in a fast-paced environment.
Preferred Qualifications
- Experience in payments, SMB products, platforms, or adjacent domains (risk, fraud, controls, servicing).
- Experience with experiment measurement and instrumentation planning.
- Familiarity with metrics governance practices (definitions, lineage, data quality).
Applicants must be authorized to work for any employer in the US. We are not able to provide immigration sponsorship or take over sponsorship of an employment visa at this time. Final job grade level and corporate title will be determined at time of offer and may differ from this posting.
Chase is a leading financial services firm, helping nearly half of America’s households and small businesses achieve their financial goals through a broad range of financial products. Our mission is to create engaged, lifelong relationships and put our customers at the heart of everything we do. We also help small businesses, nonprofits and cities grow, delivering solutions to solve all their financial needs.
We offer a competitive total rewards package including base salary determined based on the role, experience, skill set and location. Those in eligible roles may receive commission-based pay and/or discretionary incentive compensation, paid in the form of cash and/or forfeitable equity, awarded in recognition of individual achievements and contributions. We also offer a range of benefits and programs to meet employee needs, based on eligibility. These benefits include comprehensive health care coverage, on-site health and wellness centers, a retirement savings plan, backup childcare, tuition reimbursement, mental health support, financial coaching and more. Additional details about total compensation and benefits will be provided during the hiring process.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
Equal Opportunity Employer/Disability/Veterans
