Product Manager - Merchant Experience

Xplor

2d • Remote

About The Position

As Product Manager - Merchant Experience, you will own the discovery, definition, and delivery of Xplor's self-serve merchant portal. This portal is where merchants view transactions and payouts, understand fees, pull reports, and manage their account. It serves as the primary interface for Xplor's payments platform, and the goal is to make it clear, trustworthy, and useful globally. The portal also functions as an internal platform for Xplor's teams to support and configure merchants. The role sits at the intersection of product craft, payments, and data, transforming information from billing, payout, and financial teams into an experience that clearly answers a merchant's key questions about payments, costs, and account setup.

Requirements

• 3-4 years of product management experience
• At least 2 years building B2B SaaS, dashboard, portal, or self-serve products.
• Strong product craft: discovery, design partnership, and a track record of shipping intuitive self-serve experiences.
• Experience presenting complex or financial data clearly to non-technical users (for example transactions, payouts, or reporting).
• A track record of improving adoption, engagement, or support-deflection metrics.
• Comfort working with product analytics to understand behaviour and measure impact.
• Enough payments literacy to represent transactions, payouts, and fees accurately, or the ability to ramp on this quickly.
• Excellent written and verbal communication.
• Strong partnership with design and research.
• Hands-on proficiency with AI productivity tools (Claude, ChatGPT, Cursor, or equivalent) with demonstrable examples of using AI to increase PM output and quality.
• Comfortable working in a globally distributed team across time zones from an India base.

Nice To Haves

• Experience with merchant, seller, or customer-facing financial dashboards.
• Familiarity with payments concepts: settlement, payouts, fees, and statements.
• Background in embedded payments, fintech, or vertical SaaS.
• Experience with self-serve support deflection and in-product help or guidance.
• Familiarity with design systems and accessibility standards.
• Experience building a unified experience on top of data owned by multiple upstream teams.

Responsibilities

• Own and evolve the strategy and roadmap for Xplor's self-serve merchant portal across global markets.
• Define a vision for a merchant experience that is clear, trustworthy, and reduces the need to contact support.
• Prioritize ruthlessly against merchant impact, adoption, and support deflection, and present priorities to the VP of Product.
• Align the roadmap with the billing, payout, and financials teams whose data the portal surfaces.
• Own the surfaces where merchants view transactions and payouts.
• Define clear, accurate reporting and statements that merchants can pull themselves.
• Make fees and deductions transparent, so merchants understand their cost of payments.
• Ensure the money shown to merchants is accurate and reconciled with the underlying platform data.
• Own merchant self-service: managing account details, users and permissions, and settings without contacting support.
• Identify the highest-volume support reasons that the portal should be able to deflect, and design self-serve flows to remove them.
• Build in-product help and guidance that meets merchants where they are.
• Track and reduce support contact rates for portal-addressable issues as a core metric.
• Own the configuration portal the BMS team uses to set up and maintain merchants: pricing, fees, product configuration, and account settings.
• Drive the capabilities of the configuration portal to remove work from engineering and into the hands of the team closest to the merchant, with appropriate guardrails.
• Define validation, approvals, and change history for pricing and fee changes.
• Work with the billing, payout, and financials teams to ensure internal configuration is accurately reflected for the merchant.
• Partner closely with design and engineering to ship intuitive, well-crafted experiences grounded in real merchant needs.
• Run discovery with merchants to understand their jobs-to-be-done and validate solutions before building.
• Use product analytics to understand behaviour, find friction, and measure the impact of shipped features.
• Drive adoption and engagement of the portal, improving task success and merchant satisfaction over time.
• Embed AI tools into every stage of the product lifecycle: use LLMs for rapid synthesis of merchant interviews, support-ticket themes, competitor teardowns, and PRD first drafts; use AI assistants to prototype portal flows and copy.
• Champion AI adoption across the product team.
• Use AI-powered analytics to surface friction and anomalies in portal usage data and generate plain-language summaries for stakeholders.
• Stay current with the evolving AI tooling landscape relevant to product management.
• Drive agile delivery with engineering, design, and data using clear PRDs, user stories, and acceptance criteria.
• Manage dependencies with the billing, payout, financials, and data teams.
• Coordinate with support and partner teams to ensure the portal reflects merchant needs.
• Monitor product health via metrics such as adoption, task success, support deflection, and merchant satisfaction.

Benefits

• We believe in transparent hiring.
• We use an applicant tracking system that includes artificial intelligence enabled features to assist with the screening and assessment of job applications, such as candidate scoring or ranking.
• These tools support our recruitment process, but all hiring decisions are made by our recruitment team following human review.
• We do not rely on artificial intelligence to make final hiring decisions.
• Xplor is committed to providing equal opportunities in employment and creating an inclusive work environment.
• We provide equal opportunities to all our employees and to all eligible applicants for employment in our company.
• We do not unfairly discriminate on any ground, including race, religion, color, ancestry, marital status, gender, sexual orientation, age, nationality, ethnic origin, disability or any other category protected by applicable law.
• We make it a priority to respond to every applicant.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed