Principal Program Manager – Merchant Experience

  • Full Time

We’re is one of the most exciting fintechs in the world. Our mission is to enable businesses and their communities to thrive in the digital economy. We’re the strategic payments partner for some of the best known fast-moving brands globally such as Wise, Hut Group, Sony Electronics, Homebase, Henkel, Binance, Klarna and many others. Purpose-built with performance and scalability in mind, our flexible cloud-based payments platform helps global enterprises launch new products and create experiences customers love. And it’s not just what we build that makes us different. It’s how.

We empower passionate problem-solvers to collaborate, innovate and do their best work. That’s why we’re number 9 on the Forbes Cloud 100 list and on Glassdoor’s list of Top 10 fintechs to work for. And we’re just getting started. We’re building diverse and inclusive teams around the world — because that’s how we create even better experiences for our merchants and our partners. And we need your help. So, join us to build tomorrow, today.

About The Role

This Principal Program Manager role will report into Product PMO and will be a trusted partner for the Merchant Experience Product and Engineering leadership teams in building a best-in-class merchant experience at every touch-point so that we become the payments partner of choice for all merchant types across all geographies.

Product PMO at 

Product PMO (Program Management Office) is a relatively new function at CKO and our mission is to help the Product organisation improve the overall roadmap execution and manage change well while accelerating the pace of change.

We are a strategic partner for Product and the rest of the organisation in enabling the successful achievement of the company’s OKRs. The focus for Product PMO at CKO is to ensure the successful delivery of all programs (big rocks) and products to market and in alignment to company OKRs by orchestrating an incremental e2e planning, delivery monitoring, risk management, communication and readiness framework that increases predictability and quality and decreases time to market. You have the opportunity to support shaping the direction, the structure and the processes that need to be put in place to support the organisation at a pivotal point of growth.

Merchant Experience at 

Merchant Experience (MX) is the product pillar responsible for all our merchant-facing products. Our mission is to provide a delightful, compliant and secure platform for every business and their communities to be successful with all CKO products.

We’re now looking for a PMO partner to join the MX leadership team in driving a cross departmental program to improve the Time to Revenue alongside implementing the foundational processes like e2e planning, scope management, roadmap delivery, risk management and overarching launch readiness for Merchant Experience that will support the team in bringing their product vision to life in an incremental way.


What you’ll be doing:


  • Program manage the Time to Revenue cross-functional program and co-own the delivery of its objectives and key results together with other representatives across the business
  • Drive the implementation of key foundational processes within the Merchant Experience product group: stakeholder mapping, scope management, roadmap planning, dependencies management, progress monitoring, proactive risk management, weekly and stakeholder reporting, retrospectives etc.
  • Transform the Merchant Experience high-level vision / roadmap / OKRs into a clear, focused, and measurable plan of action driven by quantitative and qualitative metrics
  • Bring structure to team’s ways of working to drive more efficiency, predictability and transparency of progress throughout the quarterly planning and roadmap delivery increments
  • Be responsible for the launch readiness of all products and features released by the team and ensure all governance processes have been followed
  • Connect and align all relevant internal and external teams around key objectives and drive collaboration in finding the most effective ways to achieve the best results
  • Ensure communication and reporting is clear, accurate and meets various stakeholder needs

    About you:


  • You have at least 7 years of program management or product delivery experience within Product organisations who delivered customer (B2B) facing products
  • You have hands on experience of leading teams, cross-department projects or programs of work within fast-growing global organisations
  • You have the ability to bring structure and implement processes that bring team effectiveness and decentralised decision making as opposed to rigid methodologies
  • You have a good understanding of various methodologies of software delivery lifecycle and change management, ideally Agile and SAFe
  • You drive the teams with clarity, alignment and focus to action the plan
  • You are proactive, autonomous, with the ability to identify issues independently and drive creative solutions in a complex, dependency-heavy environment
  • You have the ability to work in a highly matrixed structure, comfortable in different roles, sometimes supporting, sometimes leading
  • You have the ability to convey ideas and recommendations in a clear, compelling, and succinct way in written and verbal communications, effectively influencing a wide variety of audiences
  • You have a natural and authentic ability to lead, engage and work in collaboration with people from various backgrounds and cultures





    What we stand for
    At, everything starts with our values, including the experience we offer our people.
    We supercharge your professional growth with career development programs and leadership training. You can learn your way, with tailored pathways and online platforms. And be inspired at relevant conferences.
    We don’t stop at ‘good’ here. We strive for excellence amongst our teams every day and recognize colleagues who take it to the next level through our quarterly peer-nominated Hero awards.
    We’re proud of our global connections and inclusive environment. So we champion this through our colleague-led community groups and celebrate many cultural events together.
    Want to see us in action?
    More about
    Our technology makes payments seamless. We provide the fastest, most reliable payments in more than 150 currencies, with in-country acquiring, world-class fraud filters and reporting, through one API. And we can accept all major international credit and debit cards, as well as popular alternative and local payment methods. launched in 2012, and we now have a team of 1800 people across 19 international offices.
    We believe in equal opportunities
    We work as one team. Wherever you come from. However you identify. And whichever payment method you use. 
    Our clients come from all over the world — and so do we. Hiring hard-working people and giving them a community to thrive in is critical to our success.
    When you join our team, we’ll empower you to unlock your potential so you can do your best work. We’d love to hear how you think you could make a difference here with us. 
    We want to set you up for success and make our process as accessible as possible. So let us know in your application, or tell your recruiter directly, if you need anything to make your experience or working environment more comfortable. We’ll be happy to support you.
    Job Overview