Own and prioritize the Payment Experience backlog, translate initiatives into user stories and acceptance criteria, coordinate requirements across stakeholders and engineering, facilitate Scrum refinement, maintain ready work, communicate priorities, and measure post-release adoption and outcomes.

Manage merchant onboarding by processing applications, collecting and verifying financial documents, resolving issues, and coordinating with sales, customer success, and underwriting teams. Maintain a pipeline of 30+ applications, answer inbound calls, communicate with merchants daily, document tasks in internal systems, and protect sensitive information while ensuring accurate, timely, and satisfying customer experiences.

Provide phone and ticket-based customer and technical support within SLAs. Manage administrative issues involving rejected transactions, fraud alerts, and maintenance errors. Onboard new merchants, configure accounts and partner software, maintain accurate customer records, and coordinate with Sales, Underwriting, Risk, Engineering, and Accounting to resolve stakeholder requests.