Director, Product Implementation & Enablement - Zelle

At Early Warning, we’ve powered and protected the U.S. financial system for over thirty years with cutting-edge solutions like Zelle®, Paze®, and so much more. As a trusted name in payments, we partner with thousands of institutions to increase access to financial services and protect transactions for hundreds of millions of consumers and small businesses.

Early Warning follows a hybrid work model to allow for a more collaborative working environment.

Candidates responding to this posting must independently possess the eligibility to work in the United States, for any employer, at the date of hire. This position is ineligible for employment Visa sponsorship.

Overall Purpose

The Director, Product Implementation & Enablement leads the function responsible for preparing customers and Customer Implementation & Support teams to successfully adopt new and evolving products and capabilities. This position serves as the primary connection between Product, Technology, Product Program Management, and Customer Implementation & Support as products transition from development into customer readiness and implementation.

The Director establishes the enablement strategy, develops new operating processes and playbooks, and builds the technical and operational knowledge required to support complex customer implementations. The team serves as a go-to source for difficult product and technical questions that cannot be resolved through established implementation procedures, translating product requirements and technical specifications into clear, repeatable guidance.

This role leads a team of specialized enablement professionals, establishes standards for how new products become implementation-ready, and ensures knowledge and processes can be transferred effectively to Customer Implementation & Support for ongoing execution. The Director uses customer experience, implementation feedback, technical insight, and business priorities to continuously strengthen enablement capabilities and improve readiness for future product launches.

Essential Functions

• Lead the Customer Enablement function and establish its strategy, operating model, priorities, standards, and measures of success.
• Build and develop a high-performing team with the product, technical, operational, and customer knowledge necessary to resolve complex enablement questions and support successful customer adoption.
• Serve as a senior subject-matter expert and escalation point for complex product, technical-specification, integration, and implementation-readiness questions that cannot be resolved through established procedures.
• Establish the enablement approach for new and evolving products, including readiness criteria, operating processes, escalation paths, roles and responsibilities, and handoffs across Product Program Management, Product, Technology, Customer Enablement, and Customer Implementation & Support.
• Build new playbooks, draft frequently asked questions, and create process documentation, technical guidance, training materials, and other reusable resources required to operationalize new products.
• Translate complex product requirements and technical specifications into clear implementation guidance that can be understood and applied by customers and internal teams.
• Partner with Product and Technology throughout the product lifecycle to identify implementation requirements, customer considerations, technical dependencies, and readiness risks before customer implementation begins.
• Lead resolution of highly complex or unusual enablement issues by bringing together the appropriate Product, Technology, operations, and customer-facing expertise; establish clear ownership and drive issues through resolution.
• Define the appropriate point at which newly established processes, documentation, and knowledge are sufficiently mature to transition to Customer Implementation & Support for repeatable execution and ongoing support.
• Capture recurring questions, implementation challenges, and customer feedback and translate those insights into scalable process improvements, documentation enhancements, product recommendations, and future readiness requirements.
• Establish metrics and operating rhythms that provide visibility into enablement readiness, unresolved risks, process effectiveness, knowledge gaps, and the quality of handoffs into implementation.
• Translate business and product strategy into functional plans and priorities, balancing customer impact, technical complexity, implementation readiness, risk, and available resources.
• Create alignment across functions by simplifying complex technical and operational topics, clearly communicating decisions and tradeoffs, and establishing accountability for actions and commitments.
• Develop team members through clear expectations, coaching, actionable feedback, and opportunities to deepen product, technical, and customer expertise.
• Identify opportunities to improve and scale the Customer Enablement operating model as product complexity, implementation volume, and organizational needs evolve.
• Support the company’s commitment to risk management and protecting the integrity and confidentiality of systems and data.

Minimum Qualifications

• Education and/or experience typically obtained through completion of a bachelor’s degree in business, operations, technology, product management, or a related field, or equivalent practical experience.
• Typically has 12 years of experience or demonstrated portfolio consistent with experience required of the role.
• Demonstrated people leadership experience, including leading specialized or highly technical professionals and developing high-performing teams.
• Demonstrated experience developing new operating processes, playbooks, standards, or enablement capabilities for complex products or services.
• Demonstrated ability to interpret complex product and technical specifications and translate them into actionable guidance for customers and internal teams.
• Demonstrated ability to lead the resolution of complex technical, operational, and organizational problems requiring judgment across multiple functions.
• Experience working across Product, Technology, program management, operations, and customer-facing functions to establish processes, manage dependencies, and deliver business outcomes.
• Demonstrated ability to establish functional plans, prioritize competing needs, identify risks, and drive commitments through completion.
• Strong written and verbal communication skills with demonstrated ability to simplify complex topics and influence senior internal and external stakeholders.
• Demonstrated ability to establish measures of success, use data and feedback to identify opportunities, and continuously improve operating processes.

Preferred Qualifications

• Experience supporting enablement, implementation readiness, product operations, technical implementation, or similar functions for complex technology products.
• Experience in payments, financial services, fintech, or another highly regulated environment.
• Experience supporting the introduction of new products or use cases requiring coordination across Product, Technology, operations, and customer implementation teams.
• Experience developing enablement capabilities that are subsequently transitioned to implementation or support organizations for repeatable execution.

The above job description is not intended to be an all-inclusive list of duties and standards of the position.  Incumbents will follow instructions and perform other related duties as assigned by their supervisor.

Physical Requirements

Working conditions consist of a normal office environment. Work is primarily sedentary and requires extensive use of a computer and involves sitting for periods of approximately four hours. Work may require occasional standing, walking, kneeling and reaching. Must be able to lift 10 pounds occasionally and/or negligible amount of force frequently. Requires visual acuity and dexterity to view, prepare, and manipulate documents and office equipment including personal computers. Requires the ability to communicate with internal and/or external customers.

Employee must be able to perform essential functions and physical requirements of position with or without reasonable accommodation.

The base pay scale for this position in:
Phoenix, AZ/ Chicago, IL in USD per year is: $154,000 - $193,000.
New York, NY/ San Francisco, CA in USD per year is: $186,000 - $255,000.
Additionally, candidates are eligible for a discretionary incentive plan and benefits.

This pay scale is subject to change and is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific candidate, which is always dependent on legitimate factors considered at the time of job offer. Early Warning Services takes into consideration a variety of factors when determining a competitive salary offer, including, but not limited to, the job scope, market rates and geographic location of a position, candidate’s education, experience, training, and specialized skills or certification(s) in relation to the job requirements and compared with internal equity (peers). The business actively supports and reviews wage equity to ensure that pay decisions are not based on gender, race, national origin, or any other protected classes.

Some of the Ways We Prioritize Your Health and Happiness 

•  Healthcare Coverage – Competitive medical (PPO/HDHP), dental, and vision plans as well as company contributions to your Health Savings Account (HSA) or pre-tax savings through flexible spending accounts (FSA) for commuting, health & dependent care expenses.

• 401(k) Retirement Plan – Featuring a 100% Company Safe Harbor Match on your first 6% deferral immediately upon eligibility.

• Paid Time Off – Flexible Time Off for Exempt (salaried) employees, as well as generous PTO for Non-Exempt (hourly) employees, plus 11 paid company holidays and a paid volunteer day.

• 12 weeks of Paid Parental Leave

• Maven Family Planning – provides support through your Parenting journey including egg freezing, fertility, adoption, surrogacy, pregnancy, postpartum, early pediatrics, and returning to work.

And SO much more! We continue to enhance our program, so be sure to check our Benefits page here for the latest. Our team can share more during the interview process!

Early Warning Services, LLC (“Early Warning”) considers for employment, hires, retains and promotes qualified candidates on the basis of ability, potential, and valid qualifications without regard to race, religious creed, religion, color, sex, sexual orientation, genetic information, gender, gender identity, gender expression, age, national origin, ancestry, citizenship, protected veteran or disability status or any factor prohibited by law, and as such affirms in policy and practice to support and promote equal employment opportunity and affirmative action, in accordance with all applicable federal, state, and municipal laws. The company also prohibits discrimination on other bases such as medical condition, marital status or any other factor that is irrelevant to the performance of our employees. 

Early Warning Services LLC is a proud participant in E-Verify, a federal program to help ensure a legal and authorized workforce. As part of our hiring process, we electronically verify the employment eligibility of all new hires through E-Verify. For more information on your rights and responsibilities under E-Verify please visit Home | E-Verify.