Job Description

About the role:

The Payment Operations Experience Manager is responsible for translating the Payment Operations value stream strategy into a clear, actionable roadmap that delivers end-to-end capabilities across the payments lifecycle—customer onboarding and eligibility, risk and compliance controls, deterministic financial meaning (ledgering/classification), authorization and movement of funds, reconciliation and exception handling, reporting, and auditability.

The role leads prioritization acrossSAFeAgile Release Trains, aligns stakeholders on the right outcomes, then drives execution through a prioritizedfeatureroadmap and measurableoutcomes

What you'll be expected to do:

• TranslatePayment Operationsvalue stream strategy into anexperienceroadmap that drives measurable business impact.

• Partner with Value Stream Owner, Business Architects, and Solution Architects tomaintainunified vision acrossPayment Operationscapabilities

• Ensure alignment with GTM strategy, AOP, and long-range planning outcomes.
• Build and refine a prioritized Feature backlog for thePayment Operationsvalue stream.

• Collaborate with Product Owners to ensure high-quality decomposition into user stories.

• Resolveintra-ARTpriority conflicts using economic impact and value scoring.

• Leadboth the software changes andassociated business process changes.

• Lead definition of end-to-end journey improvements across Payment Operations capabilities, balancing customer experience, operational efficiency, and control requirements.

• Drive friction reduction and reliability improvements across payment experiences whilemaintainingregulatory, risk, and compliance standards.

• Partner with internal teams that rely on Payment Operations (e.g., product, support, finance, risk/compliance, and customer success) to align on experience design and operational readiness.

• Lead Feature refinement, estimation, and prioritization for PI Planning.

• Align the Payment Operations backlog with Enterprise, Value Stream, and platform priorities, including capacity and funding guardrails.

• Participate in ART events including PI Planning, System Demos, and Inspect & Adapt sessions.

• Enter Features intoAgile Lifecycle Management tool (Azure DevOps)

• Demonstratesupdated functionality in System Demos

• Collaborate across Operations,Product,Risk/Compliance, Finance, Legal, Customer Support/Success, and IT to align feature scope with operational impact, controls, and readiness.

• Influence without authority to drive shared accountability across the value stream.

• Define and track KPIs and partner with analytics teams tomonitorperformance and adjust improvements accordingly.

• Accept features when they meet the Definition of Done.

What we'll want you to have:

• 8 yearsor more years ofProduct Management, Experience Designexperience

• 5 or more years ofPayments/Product Operations, or Value Stream leadership (SaaS preferred).

• Demonstrated experience leading cross-functional delivery teams in Agile/Scrum orSAFeenvironments.

• Demonstrated ability to manage complex multi-stakeholder backlogs.

• Strong analytical capability and prioritization skills including WSJF or similar frameworks.

• Excellent communication and facilitation skills.

• Experience leading integrated changes across payment processing systems and operational processes (e.g., exceptions, reconciliation, disputes), including controls, documentation, and change management.

Preferred Qualifications

• Product management experience in Fintech SaaS products and services

• SAFePMPO certification.

• Experience working in or withSAFeAgile Release Trains (ARTs) and PI Planning, including feature definition, WSJF-based prioritization, and dependency management.

• Experience with end-to-end payment processing and operations, including authorization, settlement, refunds, disputes, fraud/risk, and reconciliation.

• Experiencedefining technical and user requirements inApplication Lifecycle Management software such asAzureDevOpsor JIRA.

• Familiarity with enterprise data and architecture domains.

• ExperienceleveragingAI/ML-enabled platforms to automate operational workflows (e.g., payments processing, reconciliation, exception handling, KYC/AML reviews).

• Proven ability toidentifyhigh valueAI use casesand translate them into measurable operational outcomes (cost, risk, cycle time, accuracy).

• Ability to deliver work which meets allminimumstandards of quality,securityand operability.

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Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world.

Blackbaud is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.

The starting base pay is $117,200.00 to $157,500.00. Blackbaud may pay more or less based on employee qualifications, market value, Company finances, and other operational considerations.

Benefits Include:

• Medical, dental, and vision insurance

• Remote-flexible workforce

• Wellness Programs

• 401(k) program with employer match

• Flexible paid time off

• Generous Parental Leave

• Donations for Doers

• Pet insurance, legal and identity protection

• Tuition reimbursement program