This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Product Manager - Merchant Experience based in India.
As Product Manager - Merchant Experience, you will own the strategy, discovery, and delivery of a global self-service merchant portal.
You will shape how merchants understand transactions, payouts, fees, reports, and account settings across their payment experience.
The role sits at the intersection of product management, payments, data, design, and customer experience.
You will translate complex financial and operational information into intuitive, trustworthy experiences that reduce friction and support dependency.
Working closely with engineering, design, research, data, billing, and financial teams, you will drive meaningful product improvements from discovery through delivery.
You will also champion AI-augmented product practices to accelerate research, analysis, prototyping, and product development.
This is an opportunity to own a high-impact product area while improving adoption, task success, merchant satisfaction, and operational efficiency.
Accountabilities:
- Own and evolve the strategy and roadmap for the self-service merchant portal across global markets, prioritizing initiatives based on merchant impact, adoption, support deflection, and business value.
- Define a clear and trustworthy merchant experience that enables users to independently understand payments, access information, manage their accounts, and resolve common needs without contacting support.
- Own the product experience for transactions, payouts, reporting, statements, fees, and deductions, ensuring financial information is presented clearly and accurately.
- Partner with billing, payout, financials, and data teams to ensure information surfaced in the portal is accurate, reconciled, and aligned with underlying platform data.
- Lead merchant self-service capabilities covering account details, users, permissions, configuration, settings, in-product guidance, and other support-deflecting workflows.
- Identify high-volume support issues that can be addressed through product improvements and design self-service solutions that reduce unnecessary support contacts.
- Own internal merchant configuration capabilities, enabling teams to manage pricing, fees, product configuration, and account settings while maintaining appropriate controls and safeguards.
- Define validation, approval workflows, and change history for money-impacting configuration changes to improve accuracy, traceability, and operational control.
- Conduct merchant discovery and research to understand user needs, validate solutions, and inform product decisions before development.
- Partner closely with design, engineering, research, data, support, and other cross-functional teams to deliver intuitive and effective product experiences.
- Use product analytics to understand user behavior, identify friction, monitor product health, and measure outcomes such as adoption, task success, support deflection, and merchant satisfaction.
- Drive agile delivery through clear PRDs, user stories, acceptance criteria, prioritization, and effective dependency management.
- Integrate AI tools throughout the product lifecycle, including research synthesis, support-ticket analysis, competitive research, PRD development, prototyping, product analytics, and stakeholder communication.
- Promote effective AI adoption within the product team by sharing workflows, prompting practices, and productivity techniques.
Requirements:
- 3–4 years of product management experience, including at least 2 years building B2B SaaS, dashboards, portals, self-service products, or similar customer-facing experiences.
- Strong product management fundamentals across discovery, prioritization, roadmap development, delivery, experimentation, and design partnership.
- Demonstrated experience creating intuitive self-service experiences and improving product adoption, engagement, task success, or support-deflection metrics.
- Experience presenting complex or financial information clearly to non-technical users, such as transactions, payouts, fees, statements, or reporting.
- Working knowledge of payments concepts, including transactions, settlement, payouts, fees, and financial reporting, or the ability to quickly develop this expertise.
- Strong comfort with product analytics and the ability to use behavioral data to identify opportunities, measure outcomes, and guide product decisions.
- Excellent written and verbal communication skills, with the ability to collaborate effectively with engineering, design, research, data, support, and business stakeholders.
- Hands-on proficiency with AI productivity tools such as Claude, ChatGPT, Cursor, or equivalent, with demonstrated examples of using AI to improve product management efficiency and quality.
- Experience working with globally distributed teams and collaborating effectively across multiple time zones from India.
- Experience with merchant, seller, or customer-facing financial dashboards is preferred.
- Background in embedded payments, fintech, vertical SaaS, or related domains is a plus.
- Experience with self-service support deflection, in-product help, guidance, design systems, or accessibility standards is advantageous.
- Experience creating unified product experiences using data and capabilities owned by multiple upstream teams is a plus.
Benefits:
- Remote working opportunity based in India.
- Opportunity to own a high-impact merchant-facing product used across global markets.
- Collaboration with distributed, cross-functional teams spanning product, engineering, design, research, data, billing, payments, and support.
- Exposure to payments, fintech, SaaS, AI-powered product development, and data-driven product management.
- Opportunity to use modern AI tools throughout the product lifecycle and help shape AI-augmented product practices.
- Meaningful ownership and autonomy over product strategy, roadmap, discovery, and delivery.
- Inclusive and collaborative environment focused on innovation, continuous improvement, and equal opportunity.
- Opportunities to develop expertise across merchant experience, financial workflows, self-service products, and global payments.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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