Senior Associate Product Operations & Communications Lead

As a Senior Associate – Product Operations & Communications Lead supporting Card Account Management and Card Financial Transactions, you will standardize portfolio operating rhythms, deliver executive-ready updates on progress and releases, and maintain Confluence and other sources of record. You’ll run leadership forums and monthly operating meetings end-to-end, strengthen backlog/book-of-work hygiene, and use firm-approved AI tools to accelerate drafting with stakeholder validation before publishing.

This role is ideal for someone who enjoys problem-solving, simplifying complex journeys, and improving how teams work—with an emphasis on using AI responsibly to accelerate research, documentation, and communication (not replacing judgment).

Job responsibilities

• Own the communications cadence (AI-enabled): Actively collect/solicit accomplishments and milestones from stakeholders, then use approved AI tools to help consolidate inputs, detect gaps/inconsistencies, draft clear actionable updates, and tailor summaries by audience/channel. Publish on schedule to designated channels and sources of record (e.g., Confluence pages, Microsoft Teams) with final human review and stakeholder validation before posting.
• Apply approved AI tools responsibly: Demonstrate proficiency with the organization’s approved AI tools to accelerate drafting, synthesis, editing, and quality checks (clarity, completeness, tone, duplication). Ensure all AI-assisted outputs are fact-checked against authoritative sources, reviewed with stakeholders, and approved before being shared or posted to any source of record.
• Manage Confluence oversight (AI-supported governance): Maintain information architecture, content governance, and ongoing upkeep, leveraging approved AI tools to identify stale content, broken references, duplicative pages, taxonomy/tagging opportunities, and readability issues. Propose targeted updates and run periodic AI-assisted audits, with human verification to keep pages truthful, accurate, and continuously up to date.
• Plan and execute townhalls/forums and meetings (AI-assisted operations): Use approved AI tools to generate and refine agendas, compile pre-reads, draft speaker briefs/talking points, and capture action items/decisions from notes or transcripts where permitted. Publish validated recaps and maintain an AI-assisted action tracker (with owners/dates) to improve follow-through and accountability.
• Administer distribution lists/shared mailboxes (AI-enhanced hygiene): Manage access controls, ownership assignment, and hygiene practices, using approved AI tools to help triage inbound requests, categorize/common-issue routing, draft responses, and flag potential policy/compliance risks (e.g., sensitive data indicators) for human review—maintaining reliability and compliance with internal standards.
• Maintain epic/backlog/book-of-work hygiene (AI-augmented agility): Ensure clear ownership, current status, prioritization, readiness, dependencies, and up-to-date metadata, using approved AI tools to summarize epics, suggest clearer acceptance criteria, highlight missing fields/aging items, detect dependency conflicts, and generate routine hygiene reports—while keeping final prioritization and updates owned by accountable stakeholders.

Required qualifications, capabilities, and skills

• Proficiency with AI-assisted productivity tools (e.g., generative AI) using company-approved solutions to accelerate research, analysis, and content development; applies sound judgment on data sensitivity, validates outputs for accuracy/bias, documents assumptions, and uses AI responsibly within established risk, controls, and governance expectations.
• Demonstrated ability to collaborate effectively across multiple teams and stakeholder groups.
• Strong analytical skills and curiosity to dig into data to identify root causes and opportunities.
• Excellent written and verbal communication skills; ability to translate customer and business needs into clear, actionable requirements.
• Ability to build trusted relationships, drive alignment, and influence without direct authority.
• Proficiency in Microsoft Word, Excel, and PowerPoint.

Preferred qualifications, capabilities, and skills

• Experience supporting product and technology portfolios in a regulated financial services environment, with awareness of controls for communications, documentation, and access management.
• Demonstrated success improving operating rhythms, transparency, and execution predictability through lightweight governance.
• Experience building and running communications cadences and repeatable templates for updates, announcements, and milestone reporting.
• Proficiency with enterprise collaboration and documentation toolchains, including Atlassian Confluence, Microsoft Teams, Microsoft Outlook, [Jira and/or other approved backlog tooling], and [PowerPoint/Word or approved equivalents].
• Responsible use of organization-approved AI tools