Product Enablement Lead

This is a fully remote position, open to applicants in United States.

📋 Description

• Design, develop, maintain, and deliver product learning experiences tailored for credit unions and MAP employees.

• Uphold expertise in products and systems across MAP offerings, Visa DPS platforms, card processing solutions, fraud management, disputes, and operational tools.

• Oversee product roadmaps, release communications, enhancements, and workflow modifications to assess training implications.

• Collaborate with subject matter experts to verify product information, workflows, dependencies, and client-facing resources.

• Create role-based learning paths, instructor-led sessions, virtual learning opportunities, tutorials, workflow guides, playbooks, job aids, knowledge articles, videos, and assessments.

• Develop product enablement packages for launches and enhancements, encompassing facilitator guides, demonstrations, exercises, practice scenarios, knowledge checks, and post-training materials.

• Construct hands-on labs, simulations, case studies, and realistic scenarios that address workflows, troubleshooting, decision-making, and operational readiness.

• Provide product training to both new and existing clients while facilitating onboarding and continuous education for MAP employees.

• Lead training through various phases, including discovery, scoping, preparation, onboarding, go-live readiness, reinforcement, and follow-up learning.

• Conduct guided system exercises, troubleshooting workshops, workflow practice sessions, office hours, coaching, and knowledge refreshers.

• Assess learner proficiency, training success, adoption metrics, support trends, and operational outcomes.

• Engage in product and release planning, training-impact evaluations, pilot training, readiness assessments, and post-implementation reviews.

• Work collaboratively with Product, Client Services, Implementation, Fraud Services, Operations, and other subject matter experts.

• Manage Membership.io, learning platforms, and LMS content, including scheduled reviews, updates, accessibility practices, and content governance.

• Identify product, configuration, documentation, workflow, learner, and adoption challenges to guide product and process enhancements.

⛳️ Requirements

• Minimum of five years' experience in the payments sector, with direct involvement in supporting credit and/or debit card processing operations, processor platforms, card servicing, implementations, or payment-related client support.

• Proven knowledge of the card transaction lifecycle, including authorization, clearing and settlement, exceptions, disputes, fraud considerations, and cardholder servicing workflows.

• Ability to navigate intricate processing systems and translate system behaviors into practical guidance for clients and internal teams.

• Experience in developing or delivering hands-on, scenario-driven learning, coaching, knowledge transfer, or technical enablement.

• Demonstrated capability to troubleshoot complex operational or processing issues and articulate findings clearly to both technical and non-technical audiences.

• Experience in cross-functional collaboration with client service, implementation, product, operations, fraud/disputes, or payment-processing teams.

• Strong understanding of credit union processing environments and core systems.

• Ability to interpret product documentation, release details, system workflows, and technical requirements and translate them into clear, actionable learning content.

• Exceptional facilitation, presentation, storytelling, written communication, and stakeholder management abilities.

• Strong organizational and project management skills, with the capacity to manage multiple curriculum priorities and adhere to release-driven deadlines.

• Capability to simplify complex technical and operational concepts while maintaining accuracy.

• Proficiency in Microsoft Office, along with experience using learning platforms, virtual training tools, or content-authoring applications.

🏝️ Benefits

• Competitive salary and performance-based bonuses.

• Comprehensive health, dental, and vision insurance.

• Retirement plans with company matching contributions.

• Opportunities for professional development and continuous learning.

• Flexible work arrangements and a supportive work environment.