Staff Process and Performance TPM, AI Transformation

About the Position

Staff Process and Performance TPM, AI Transformation

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Location

New York, United States

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Employment Type

Full-time

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Compensation

• $180K – $240K • Offers Bonus

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About the Company

At Trustly, we're building a smarter, faster, and more secure financial future by revolutionizing the world of payments. As a global leader in Open Banking Payments, we are establishing Pay by Bank as the new standard at checkout, providing unparalleled freedom, speed, and ease to millions of consumers and merchants worldwide.

Our Ambition: To build the world's most disruptive payment network and redefine what the payment experience should feel like.

Trustly is a global team of innovators, collaborators, and doers. If you are driven by a strong sense of purpose and thrive in a dynamic, entrepreneurial, and high growth environment, join us and be part of a team that's transforming the way the world pays.

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About the Role

As Process and Performance Lead on the AI Transformation team, you will re-engineer Trustly's core business workflows so they are ready for automation, virtual agents, or AI assistance, with security and compliance built in from the start. This is a hands-on process design role. Most of your time goes into mapping how work actually happens, establishing what it costs and how long it takes today, and redesigning the workflow itself before any tool gets applied to it.

You will also build the financial case for each redesign and defend it to Finance. In your first 90 days you will baseline and redesign one Customer Operations workflow, disputes or chargebacks, through a mix of online and in-person workshops with Customer Operations, Finance, and Risk and Compliance.

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Responsibilities

• Establish the baseline before any redesign begins.
• Partner with operational and business teams to map current workflows end to end, identifying bottlenecks, handoff delays, and repetitive manual tasks.
• Redesign workflows to support automation, machine learning, or virtual agents, classifying each by complexity from simple no-code tools to integrations that require IT support.
• Build the financial case for each redesign, in capacity gained or cost avoided, and validate it with Finance.
• Track a speed and quality metric pair for every workflow you touch.
• Guide the rollout of AI systems and virtual agent workflows into production and customer support channels.
• Flag workflows that touch regulated decisions, such as credit risk, fraud, AML, or complaints handling, and route them to Legal and Compliance rather than automating them directly.
• Lead the change with the teams affected, training them on the new process and the new tool together, and hand back an operating model they can sustain without you.

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Requirements

• Six Sigma Black Belt certification required.
• Six or more years of experience in process improvement, operations, or business process re-engineering.
• Experience redesigning workflows for automation, not just documenting them.
• Experience building a financial case for a process change and defending it to a finance team.
• Comfort working with data to build and track operational metrics.
• Experience leading change with frontline teams, including training and communication.
• Ability to work across operations, technology, and risk or compliance teams in a fast-moving environment.
• Experience with AI or automation tools in a regulated or financial services environment is a strong plus.
• Familiarity with low-code integration tools or workflow automation platforms is a plus.
• PMP or equivalent project management certification is a plus.

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We Offer

At Trustly, you’ll have the chance to solve meaningful challenges alongside some of the brightest minds in FinTech. Together, we’re shaping the future of payments in an environment that celebrates curiosity, collaboration, and innovation. You'll be challenged and empowered to grow, making a real impact every step of the way.

Our team is as diverse as the global footprint we serve, with colleagues across Silicon Valley, the U.S., Canada, Brazil, Europe, and beyond. At Trustly, we foster a workplace where everyone feels they belong-a place where teamwork thrives, ideas flourish, and we never forget to have fun along the way.

We offer innovative perks and benefits packages that include:

• Flexible paid time off & generous PTO accrual plans
• Comprehensive medical, dental, vision, and other insurances
• FSA & HSA plans for medical and dependent care
• Home office set-up allowance
• Internet stipend
• Retirement plan match for 401k and RRSP
• Gender-neutral paid parental leave, and more!

(The benefits and total compensation packages outlined above are for full-time employees; some exclusions apply for temporary positions.)

At Trustly, we embrace and celebrate diversity of all forms and the value it brings to our employees and customers. We are proud and committed to being an Equal Opportunity Employer and believe an open and inclusive environment enables people to do their best work. All decisions regarding hiring, advancement, and any other aspects of employment are made solely on the basis of qualifications, merit, and business need.

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Compensation Range

• $180K - $240K