Implementation Manager

Shape how clients experience complex platform and channel changes by designing clear, dependable migration approaches. In this role, you’ll partner across product, implementation, technology, and client-facing teams to reduce risk and improve outcomes. You’ll bring structure to ambiguity, align stakeholders, and translate requirements into practical plans. If you enjoy working across teams and owning delivery-ready designs, this role offers broad impact and visibility.

As a Migration Design Manager in the payments migration team, you design end-to-end migration approaches for client-impacting system and digital channel changes. You partner closely with product, implementation, technology, and client service teams to define requirements, plan delivery, and support a consistent client experience. You create clear documentation and lead working sessions that align stakeholders on scope, timelines, dependencies, and readiness.

Job responsibilities

• Define and document migration approaches for in-scope platform and channel migrations, tailored to the product family and client needs
• Produce Statements of Work that outline scope, assumptions, dependencies, milestones, risks, and readiness criteria
• Lead migration forums (e.g., working groups and steering meetings) to drive alignment and decision-making
• Partner with product management, implementation teams, technology, sales, relationship teams, and risk/compliance stakeholders to confirm requirements and constraints
• Manage multiple migrations concurrently, balancing timelines, resources, and competing priorities across stakeholder groups
• Identify client and colleague impacts and coordinate preparedness activities with regional and functional partners
• Serve as an escalation point for migration design questions and issue triage within the scope of the role
• Identify process gaps and improvement opportunities, and work with partners to incorporate fixes into migration plans and deliverables
• Maintain up-to-date knowledge of relevant digital channels, products, and services within scope, and translate changes into migration implications
• Develop and share practical guidance, playbooks, and lessons learned to improve consistency and execution across migrations
• Adhere to firm policies, procedures, and control requirements throughout planning and delivery activities

Required qualifications, capabilities and skills

• Experience designing and/or delivering client-impacting migrations for payment products, platforms, or digital channels
• Client-facing experience or experience supporting client implementations and service outcomes
• Experience producing delivery-ready documentation such as Statements of Work, requirements, runbooks, or migration plans
• Experience leading cross-functional working sessions with clear agendas, decisions, and follow-ups
• Project management skills, including managing scope, timelines, dependencies, and risks
• Experience working with technical partners to plan implementation activities and cutover readiness
• Knowledge of merchant payments, cash management, and/or trade-related payment services (confirm the exact scope)
• Ability to assess issues, determine severity, escalate appropriately, and drive resolution within defined ownership
• Proficiency with standard desktop productivity tools and collaboration platforms

Preferred qualifications, capabilities and skills

• Knowledge of API-based onboarding and digital product implementations
• Familiarity with payment processing operations, back-office workflows, and transaction reporting concepts
• Experience supporting multiple product families or regions and coordinating stakeholder readiness across them
• Experience creating repeatable migration frameworks, templates, or playbooks to improve consistency
• Experience partnering with governance and risk stakeholders to document controls and approvals for migrations
• Experience in complex, multi-stakeholder environments with concurrent delivery timelines
• Additional language skills relevant to the client base (if applicable) — TBD