Senior Product Manager - Program Services

Position: Senior Product Manager - Program Services

Location: New York City

Focus: Operational Products for Managing Card Programs

Lithic is a modern card issuing and payment processing platform powering some of the most innovative companies in fintech. We provide the infrastructure that enables businesses like Mercury, Novo, and AvidXChange to launch and scale card programs with unprecedented flexibility and control.

We're looking for an experienced Senior Product Manager to lead our Program Services platform - the suite of operational tools that power how our customers and internal teams manage card programs, handle disputes, prevent fraud, onboard users, and deliver exceptional cardholder support. This role sits at the intersection of product innovation, operational excellence, and customer experience, defining how modern card issuers operate at scale.

You will own the product vision and execution for critical operational tooling, including dispute management, fraud engine, transaction monitoring, KYC/KYB onboarding, customer service platforms (including IVR and case management systems), and emerging capabilities like agentic workflows that reduce operational overhead. This person will focus on building products that enable our customers to run efficient and compliant card programs while also empowering Lithic's internal operations teams to deliver world-class service as a program manager.

What You'll Do

Own the Program Services platform end-to-end

• Define and execute product vision for Lithic's operational tooling suite: dispute management, fraud engine, transaction monitoring, KYC/KYB onboarding, and customer service infrastructure
• Build case management systems, customer service dashboards, and workflow tools that balance operational efficiency with user experience

Pioneer automation and operational efficiency

• Balance automation with human oversight in compliance-sensitive areas like fraud investigation, intelligent case routing and dispute management

Deliver production-ready products with measurable impact

• Ship features and improvements that demonstrably reduce time-to-resolution, lower operational costs, or improve detection accuracy
• Define success metrics along with the operations team: dispute resolution time, fraud detection rates, false positive ratios, onboarding conversion, automation coverage, and customer satisfaction scores

Champion the operations user

• Develop a deep understanding of operations teams' needs—from customer support representatives handling cardholder inquiries to fraud analysts investigating suspicious patterns to compliance officers monitoring transactions
• Conduct user research, shadow customer support calls, observe dispute resolution and transaction monitoring workflows, and analyze operational metrics to inform design decisions
• Balance competing priorities between different user segments and stakeholder groups

What You Bring:

Must Have

• 7+ years of product management experience: In fintech or financial services, with a strong track record of shipping operational tooling or B2B infrastructure products
• Operational tooling experience: Proven track record building products that operations teams use daily—case management systems, workflow tools, operational dashboards, fraud monitoring platforms, or internal tooling, with at least some familiarity and previous experience using agentic workflows
• Technical fluency: Strong understanding of APIs, data flows, and system integration. Comfortable partnering with engineering teams on complex implementations involving rule engines, workflow automation, and third-party integrations
• Metrics-driven mindset: Track record of defining and improving operational metrics like time-to-resolution, detection accuracy, automation rates, and cost per transaction
• Cross-functional collaboration: Experience working effectively with operations, compliance, risk, and engineering teams in complex, matrixed organizations

Nice to Have

• Experience working for fintech or payment platforms
• Background in fraud/risk product management or compliance tooling
• Experience with AI/ML applications in fraud detection or workflow automation
• Understanding of card network operations and dispute flows (Visa/Mastercard)
• SQL proficiency or data analysis experience