Product Director, Client Experience - Payments
About The Position
As Product Director, Client Experience in Merchant Services, you are accountable for defining and delivering the end-to-end Commerce client experience vision. The goal is a high-quality, intuitive, self-service digital home for merchants that enables seamless onboarding, self-managed access, and clear visibility into business health. The role drives measurable improvements in client satisfaction and reduces dependency on support by partnering across internal teams to standardize experiences, remove workflow friction, and increase self-service adoption through data-informed iteration. The role oversees product vision, roadmaps, development, execution, risk management, and business growth targets. It leads the product life cycle from planning and execution through future development, and owns product performance and investment in enhancements. The Product Director also coaches and mentors the product team and monitors market trends and competitive activity to identify opportunities for differentiation.
Requirements
- 8+ years of experience or equivalent expertise delivering products, projects, or technology applications.
- Extensive knowledge of the product development life cycle, technical design, and data analytics.
- Proven ability to influence adoption of product life cycle activities, including discovery, ideation, strategic development, requirements definition, and value management.
- Experience driving organizational change and managing stakeholders across multiple functions.
Nice To Haves
- Recognized thought leader within a related field.
Responsibilities
- Oversee the product roadmap, vision, development, execution, risk management, and business growth targets.
- Lead the product life cycle through planning, execution, and future development, adapting and developing products and methodologies, managing risks, and achieving business targets for cost, features, reusability, and reliability.
- Coach and mentor the product team in solution generation, market research, storyboarding, mind-mapping, prototyping, product adoption strategies, and product delivery.
- Own product performance and invest in enhancements to achieve business objectives.
- Monitor market trends, conduct competitive analysis, and identify opportunities for product differentiation.
- Partner across internal teams to standardize experiences, remove workflow friction, and increase self-service adoption through data-informed iteration.
Benefits
- Competitive total rewards package, including base salary; eligible roles may also receive commission-based pay and/or discretionary incentive compensation in cash and/or forfeitable equity.
- Comprehensive health care coverage.
- On-site health and wellness centers.
- Retirement savings plan.
- Backup childcare.
- Tuition reimbursement.
- Mental health support.
- Financial coaching.
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What This Job Offers
Job Type
Full-time
Career Level
Director
Education Level
No Education Listed
