Product Enablement Lead

Overview

The Product Enablement Lead is responsible for designing, developing, maintaining, and delivering product learning experiences that help credit unions and MAP employees confidently adopt, use, and optimize MAP products and supporting Visa DPS platforms. This role owns the product enablement content lifecycle, from evaluating the learning impact of new products and enhancements through curriculum development, delivery, measurement, and ongoing content maintenance.

The ideal candidate combines practical credit and debit card processing experience with knowledge of fraud and dispute operations, credit union core environments, instructional design, and adult learning. The role translates complex product and operational information into clear, practical, hands-on learning experiences that support client readiness, product adoption, operational consistency, and a strong client experience.

This role helps shift MAP’s learning model from presentation-based training to experiential enablement focused on system proficiency, workflow execution, troubleshooting, decision-making, and operational readiness. Success is measured not only by training delivery, but by whether learners can confidently perform the work, navigate applicable systems, troubleshoot common scenarios, and apply their knowledge after training.

Role and Responsibilities

Product & Systems Expertise

• Maintain current, working knowledge of MAP products and services, including MAP Defense, MAP Data, card processing solutions, Visa DPS systems, and related operational tools.
• Monitor the Visa DPS product roadmap, release communications, product enhancements, and changes to existing products to determine training and enablement impacts.
• Partner with internal subject matter experts and Visa DPS resources to validate product information, workflows, dependencies, and client-facing guidance before training content is released.
• Understand how MAP and Visa DPS products interact with credit union core systems and processing environments and translate those differences into practical training guidance.
• Conduct ongoing research across MAP, Visa, and Visa DPS documentation to keep learning materials accurate, relevant, and current.
• Maintain practical knowledge of end-to-end credit and debit card processing, including authorization, clearing and settlement, transaction lifecycle, disputes, fraud, card servicing, transaction controls, and common exception scenarios.
• Develop working proficiency within relevant processor tools and environments sufficient to demonstrate workflows, recreate common scenarios, and guide learners through system-based exercises.
• Understand the relationship between issuer configuration, processor functionality, network requirements, core systems, and downstream operational impacts.
• Maintain knowledge of common payment terminology, transaction flows, response codes, authorization behavior, and processing concepts necessary to effectively train and support MAP employees and clients.
• Partner with operational subject matter experts to understand recurring support issues and incorporate those scenarios into training and reinforcement materials.

Curriculum & Content Development

• Develop role-based learning paths, instructor-led programs, virtual learning, tutorials, workflow guides, playbooks, job aids, knowledge articles, videos, assessments, and Membership.io learning hub content.
• Create complete product enablement packages for new product launches and material enhancements, including facilitator guides, participant materials, demonstrations, exercises, practice scenarios, knowledge checks, and post-training resources.
• Establish and maintain a curriculum roadmap that aligns planned training development with the Visa DPS roadmap, MAP product priorities, release timing, client readiness needs, and required content refresh cycles.
• Customize training content to reflect different client processing environments, core-system considerations, operational workflows, user roles, and levels of product maturity.
• Develop hands-on exercises, case studies, simulations, and realistic scenarios that reinforce product functionality, operational best practices, troubleshooting, product value, and client adoption.
• Maintain version control, content ownership, review dates, approval status, and change history for training materials to ensure learners receive the most current guidance.
• Transition training from primarily presentation-based delivery to active learning that uses demonstrations, guided practice, workflows, playbooks, and performance-support tools.
• Design training around learn, demonstrate, practice, and validate principles so learners apply concepts through realistic system and operational scenarios.
• Build scenario-based labs that require learners to investigate transactions, navigate systems, interpret results, resolve common problems, and explain recommended next steps.
• Develop progressive learning paths that build from foundational payment concepts to product proficiency, troubleshooting, and advanced operational knowledge.
• Incorporate real-world support scenarios, implementation lessons learned, recurring client questions, and production issues into curriculum development.
• Create reusable sandbox, simulation, or guided-practice exercises where appropriate so learners can safely practice workflows before performing them independently.
• Design training that connects system functionality to the business reason behind the process, helping learners understand both how and why.

Training Delivery & Facilitation

• Deliver engaging product training for new and established clients across MAP products, card processing capabilities, fraud and dispute solutions, and supporting Visa DPS platforms.
• Lead training activities throughout the client lifecycle, including discovery and scoping, pre-training preparation, onboarding, go-live readiness, reinforcement, and follow-up learning.
• Facilitate new-hire and ongoing product education for MAP employees, with emphasis on systems, workflows, client use cases, and operational responsibilities.
• Use clear storytelling, product demonstrations, guided practice, and real-world scenarios to make complex technical and operational concepts easy to understand and apply.
• Adapt delivery methods based on audience knowledge, role, learning needs, processing environment, and business objectives.
• Facilitate hands-on labs, guided system exercises, troubleshooting workshops, and workflow-based practice sessions for internal and external learners.
• Coach learners through real-world processing scenarios rather than simply providing answers, reinforcing critical thinking and independent problem solving.
• Assess learner proficiency through practical demonstration of skills in addition to traditional knowledge checks.
• Adjust the depth of training based on the audience’s processing experience, job responsibilities, operating model, and level of system access.
• Reinforce learning after formal training through office hours, practice sessions, knowledge refreshers, targeted coaching, and performance-support resources.

Internal Knowledge Enablement

• Partner with Client Services, Training, Implementation, Product, Operations, and other subject matter experts to identify internal knowledge gaps and prioritize enablement needs.
• Strengthen internal subject-matter expertise by developing structured learning paths for foundational, intermediate, and advanced product and processing knowledge.
• Create ongoing knowledge-development opportunities that extend beyond new-hire onboarding, including scenario workshops, product deep dives, troubleshooting sessions, and release education.
• Capture tribal knowledge and subject matter expertise and convert it into repeatable learning resources, playbooks, troubleshooting guides, and practical exercises.
• Help establish consistent baseline knowledge expectations by role and identify mechanisms for validating proficiency over time.
• Use trends from Client Services questions, escalations, implementation experiences, and client feedback to identify opportunities for proactive learning.

Product Launch & Release Readiness

• Participate early in product and release planning to identify learning audiences, required content, delivery methods, dependencies, and readiness risks.
• Complete training-impact assessments for new products, feature enhancements, workflow changes, and updates to existing Visa DPS or MAP solutions.
• Ensure approved training materials and performance support resources are available in advance of client or employee implementation dates.
• Coordinate pilot training and readiness validation when appropriate, capture feedback, and revise content before broader deployment.
• Communicate material curriculum updates to trainers, internal stakeholders, and affected client-facing teams.
• Validate that internal client-facing teams understand and can support new functionality before broader client rollout.
• Develop release-specific practice scenarios that demonstrate how product or processing changes affect real client workflows.
• Identify operational knowledge gaps discovered during readiness activities and coordinate reinforcement before go-live.

Cross-Functional Collaboration

• Collaborate with Product, Client Services, Implementation, Fraud Services, Operations, and other subject matter experts to identify learning needs and translate product or process changes into effective training.
• Serve as the training representative in applicable product, roadmap, release-readiness, implementation, and process-improvement discussions.
• Surface product, configuration, documentation, and workflow issues identified during training and route them to the appropriate owner for resolution.
• Support product testing and user-acceptance activities by documenting results, validating workflows, and identifying training implications.
• Provide clear feedback on recurring learner questions, adoption barriers, and content gaps to inform product and process improvements.
• Establish regular feedback loops with Client Services and Implementation to identify recurring client questions, implementation challenges, support trends, and knowledge gaps that should be addressed through training.
• Participate in post-implementation reviews to identify lessons learned and incorporate relevant findings into future client onboarding and internal education.
• Partner with subject matter experts to validate realistic scenarios and ensure training reflects actual MAP operational practices rather than system functionality alone.

Learning Platforms & Content Governance

• Maintain Membership.io and other designated training hubs as reliable, organized, and current sources for product learning resources.
• Support the development, administration, and continuous improvement of MAP learning platforms and the Learning Management System.
• Conduct scheduled content reviews and promptly update or retire outdated materials when products, processes, or requirements change.
• Apply consistent templates, instructional standards, naming conventions, accessibility practices, and quality-review requirements across curriculum assets.

Training Effectiveness & Client Experience

• Measure training effectiveness through learner feedback, assessments, knowledge checks, participation, adoption indicators, support trends, and relevant operational outcomes.
• Use performance data and stakeholder feedback to strengthen curriculum, delivery methods, and post-training support.
• Serve as a knowledgeable resource during training-related questions and guide issues requiring deeper technical or operational support to the appropriate team.
• Maintain a professional, consultative, and client-focused learning experience that builds confidence in MAP products and services.
• Measure learner readiness through demonstrated proficiency, scenario completion, workflow execution, and the ability to independently apply learned concepts.
• Evaluate whether training reduces recurring knowledge gaps and improves learner confidence and operational independence.
• Use post-training feedback from clients, Client Services, Implementation, and operational teams to continually improve learning experiences.
• Identify areas where additional reinforcement, advanced learning, or targeted remediation is needed.

Qualifications & Experience

• Five or more years of experience in the payments industry, with direct experience supporting credit and/or debit card processing operations, processor platforms, card servicing, implementations, or payment-related client support.
• Demonstrated working knowledge of the card transaction lifecycle, including authorization, clearing and settlement, exceptions, disputes, fraud considerations, and cardholder servicing workflows.
• Demonstrated ability to navigate complex processing systems and translate system behavior into practical guidance for clients and internal teams.
• Experience developing or delivering hands-on, scenario-based learning, coaching, knowledge transfer, or technical enablement.
• Demonstrated ability to troubleshoot complex operational or processing scenarios and communicate findings clearly to technical and non-technical audiences.
• Experience working cross-functionally with client service, implementation, product, operations, fraud/disputes, or payment-processing teams.
• Strong working knowledge of credit union processing environments and core systems.
• Ability to interpret product documentation, release information, system workflows, and technical requirements and convert them into clear, actionable learning content.
• Excellent facilitation, presentation, storytelling, written communication, and stakeholder-management skills.
• Strong organizational and project-management skills, with the ability to manage multiple curriculum priorities and meet release-driven deadlines.
• Ability to simplify complex technical and operational concepts without losing accuracy.
• Proficiency with Microsoft Office and experience working with learning platforms, virtual training tools, or content-authoring applications.

Preferred Qualifications

• Experience with Visa DPS products, systems, roadmaps, release processes, or supporting documentation.
• Familiarity with Visa DPS tools and platforms such as VDM, VROL, RSM, MRT, or comparable payment-processing environments.
• Experience within a credit union service organization, payments provider, processor, fintech, or financial institution.
• Background in instructional design, adult learning, curriculum architecture, e-learning development, learning measurement, or LMS administration.
• Experience creating hands-on product training, simulations, workflow-based learning, job aids, playbooks, and digital learning content.
• Experience tailoring learning for different client sizes, operating models, user roles, and core-processing environments.
• Direct experience with credit card processing and issuer processing environments.
• Experience troubleshooting authorization, transaction, servicing, settlement, dispute, or configuration-related issues.
• Experience supporting credit union card program implementations or conversions.
• Experience creating or facilitating system labs, simulations, certification exercises, or scenario-based learning.
• Experience creating internal knowledge-development programs designed to build subject matter expertise and reduce reliance on tribal knowledge.
• Experience supporting both internal employee enablement and external client education.