Product Owner/Manager - Operations

Position Overview

We are seeking a highly analytical and business-focused Senior Business Analyst to serve as the critical link between Operations, Product Management, Engineering, Onboarding, and Business Intelligence teams. This role will translate operational challenges into scalable product solutions, drive requirements gathering, coordinate change management initiatives, support production operations, and ensure successful delivery of platform enhancements.

Duties and Responsibilities 

Overall focus on product vision and long-term focus. Ownership of business operations roadmap and requirements. Success measured by completed stories and product adoption.

• Product & Business Analysis
• Collaborate with Operations teams to identify process gaps, inefficiencies, and automation opportunities.
• Translate business requirements into detailed functional requirements, user stories, process maps, and acceptance criteria.
• Review business requirements documents and identify functional gaps, risks, dependencies, and implementation considerations.
• Evaluate enhancement requests, conduct impact analysis, and recommend solution approaches.
• Partner with Product Managers and Engineering teams to define scalable platform capabilities and workflow improvements.
• Prioritize requests based on business impact, urgency, effort, and organizational goals.
• Operations Partnership
• Act as the primary point of contact between Operations and Product/Engineering teams.
• Develop deep understanding of operational workflows and business processes.
• Gather feedback from operational users and translate insights into product improvements.
• Support frontline teams by providing functional expertise and issue resolution guidance.
• Identify recurring production and operational challenges and drive long-term solutions.
• Release Management & UAT
• Coordinate UAT planning and execution for platform releases.
• Facilitate feature walkthroughs and training sessions for Operations stakeholders.
• Develop and maintain test scenarios, test cases, and validation plans.
• Conduct sanity, regression, and end-to-end testing.
• Track defects through resolution and coordinate retesting activities.
• Consolidate stakeholder feedback and drive release sign-off activities.
• Ensure successful adoption of new features by business users.
• Production Support & Continuous Improvement
• Analyze platform issues impacting business operations.
• Coordinate resolution of production issues across Engineering, IT, Product, and Operations teams.
• Perform root cause analysis and recommend preventative measures.
• Drive operational efficiency initiatives through process improvements and automation opportunities.
• Monitor business impact of platform changes and recommend optimization opportunities.
• Stakeholder Management
• Facilitate communication between business and technical teams.
• Lead requirement workshops, solution discussions, and review sessions.
• Present business cases, process changes, and product recommendations to leadership.
• Manage expectations across multiple stakeholder groups while balancing business priorities and technical constraints.
• Data, Reporting & AI Collaboration
• Partner with BI and Analytics teams to define reporting requirements and success metrics.
• Support AI and automation initiatives through business validation and model feedback.
• Use data analysis to support product decisions and operational improvements.
• Develop KPI frameworks to measure platform performance and adoption 

Job Requirements 

• Bachelor's Degree in Business, Engineering, Technology, Information Systems, or related field
• 10+ years of Business Analysis, Product Operations, Product Owner, or Process Improvement experience.
• Strong experience working with cross-functional Product, Engineering, and Operations teams.
• Experience writing:
• Business Requirements Documents (BRDs)
• Functional Requirements
• User Stories
• Process Flows
• Acceptance Criteria
• Experience supporting Agile product development environments.
• Strong analytical and problem-solving abilities.
• Excellent stakeholder management and communication skills.
• Ability to impact operations and effect change without being confrontational.
• Detail oriented, analytical and inquisitive.
• Ability to work independently and with others.
• Flexible to work between 11 PM to 8 PM IST shift or any other shift as per business requirement.

Preferred Qualifications

• Experience in Payments, FinTech, Fraud, Chargebacks, Dispute Management, Risk, or SaaS platforms.
• Experience with Jira, Azure DevOps, Confluence, or similar platforms.
• Knowledge of API integrations and workflow automation concepts.
• Experience working with BI, reporting, AI, or machine-learning initiatives.
• Familiarity with payment operations, dispute workflows, and customer lifecycle management