Payments Product Manager

Customers Bank•Malvern, PA

About The Position

At Customers Bank, we believe in working hard, working smart, working together to deliver memorable customer experiences and having fun. Our vision, mission, and values guide us along our path to achieve excellence. Passion, attitude, creativity, integrity, alignment, and execution are cornerstones of our behaviors. They define who we are as an organization and as individuals. Everyone is encouraged to have personal development plans. By doing so, our team members are on their way to achieve their highest potential and be successful in their personal and professional lives. Must be eligible to work in the U.S. without requiring sponsorship now or in the future. Who is Customers Bank? Founded in 2009, Customers Bank is a super-community bank with over $22 billion in assets. We believe in dedicated personal service for the businesses, professionals, individuals, and families we work with. We get you further, faster. Focused on you: We provide every customer with a single point of contact. A dedicated team member who’s committed to meeting your needs today and tomorrow. On the leading edge: We’re innovating with the latest tools and technology so we can react to market conditions quicker and help you get ahead. Proven reliability: We always ground our innovation in our deep experience and strong financial foundation, so we’re a partner you can trust. What you’ll do: The Payments Product Manager is responsible for the functional ownership, lifecycle management, and strategic development of the bank’s payment platforms, including systems such as Fedwire, Instant Payments (RTP & FedNow), Foreign Currency, etc. This role ensures the stability, scalability, and continuous improvement of payment products by managing business-as-usual (BAU) operations, driving enhancements, and establishing a structured product management discipline across the payments ecosystem. This individual will partner closely with Operations, Technology, Risk, vendors, and business stakeholders to ensure payment capabilities are reliable, compliant, and aligned with evolving business needs. The role is critical to a product-led approach that supports ongoing payments modernization.

Requirements

3–5+ years of experience in payments, product management, or financial services
Strong understanding of U.S. payment systems (ACH, Fedwire, RTP, FedNow, etc.)
Experience managing systems or products in a banking or regulated environment
Ability to manage multiple priorities in a fast-paced, evolving environment
Strong analytical, problem-solving, and communication skills
Experience working with vendors and third-party payment technology providers

Nice To Haves

Experience with payment platforms (e.g. payment hubs, or similar systems)
Familiarity with agile product management methodologies and backlog management
Understanding of payment messaging standards (e.g., ISO 20022) and modern payment architectures
Strong ownership mindset with ability to drive accountability across teams
Ability to translate business needs into technical requirements and vice versa
Detail-oriented with a focus on system stability and risk management
Strong analytical and problem-solving skills
Strong communication and collaboration skills
Self-motivated, accountable, and committed to operational excellence

Responsibilities

Product Ownership & BAU Stability Own the day-to-day performance, stability, and functional behavior of payment systems
Monitor system activity, identify issues, and manage exception handling in partnership with Operations
Serve as the primary point of contact for product-related inquiries, escalations, and support needs
Ensure alignment between system functionality and operational processes
Partner with Implementation, Operations, Technology, Risk, and business stakeholders
Act as the central coordination point for product-related initiatives and decisions
Drive alignment across teams to ensure efficient execution and consistent outcomes
Support training and communication for new features and system updates
Product Development & Enhancements Define, manage, and prioritize the product backlog for payment systems
Gather and document business requirements for system enhancements and new capabilities
Coordinate with Technology teams and vendors to deliver enhancements, upgrades, and fixes
Support testing efforts (UAT, regression) and ensure successful implementation of changes
Roadmap & Strategic Planning Develop and maintain product roadmaps aligned with business priorities and payment strategy
Evaluate opportunities to expand functionality, improve user experience, and drive system adoption
Support the rollout and optimization of new payment rails, modules, and integrations
Ensure product decisions align with broader modernization initiatives
Documentation & Governance Maintain up-to-date product documentation, workflows, and user support materials
Establish clear ownership and governance for payment products and system changes
Ensure alignment with risk, compliance, and audit requirements
Track and report on product performance, usage, and key metrics