Product Manager - Merchant Experience

Company Description

We’re Xplor. There’s a good chance you’ve not heard of us yet – we’re just getting going. We’re the people who power gyms, fitness facilities, childcare centres and independent personal trainers in a load of places across the globe (US, Aus, NZ, UK, Japan, France, and Canada, with more to come). We’re bringing together the very best companies in the industry through smart, intentional acquisition. And we’re getting ready to go big.

In the US, we’ve brought together Mariana Tek, Zingfit, Triib and TrueCoach, to form our
Boutique Fitness Division. There’s over 140 of us in the Boutique team and we’re passionate
about fitness, stellar customer support and creating tech that solves problems for busy people. We’re based all across the US with offices in DC, Boulder, Louisville and Boston. Our products are already revolutionizing boutique fitness, by automating admin and other tasks for gym owners and trainers, so they can get out of the office and spend more time doing what they love. If you’re passionate about tech, fitness and working with talented, ambitious people, then we’d love to hear from you!

Job Description

The Opportunity

As Product Manager - Merchant Experience, you will own the discovery, definition, and delivery of Xplor's self-serve merchant portal: the place where merchants see their transactions and payouts, understand their fees, pull reports, and manage their account. It is the everyday face of Xplor's payments platform, and your job is to make it clear, trustworthy, and genuinely useful across global markets. This portal also acts as the internal platform our own teams use to support and configure those merchants.

You will sit at the intersection of product craft, payments, and data - turning information owned by the billing, payout, and financials teams into an experience that answers a merchant's most important questions at a glance: have I been paid, what did it cost me, and is my account set up the way I need? You will partner closely with design and research, and with the upstream teams whose data you surface.

What You'll Do

Merchant Portal Strategy & Roadmap

• 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.
• Prioritise ruthlessly against merchant impact, adoption, and support deflection, and present priorities to the VP of Product.
• Align your roadmap with the billing, payout, and financials teams whose data the portal surfaces.

Transactions, Payouts & Reporting

• Own the surfaces where merchants view transactions and payouts.
• Define clear, accurate reporting and statements that merchants can pull themselves, without raising a ticket.
• 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.

Account Management & Self-Serve

• 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.

Merchant Configuration & Enablement

• Own the configuration portal the BMS team uses to set up and maintain merchants: pricing, fees, product configuration, and account settings.
• Own and drive the capabilities of our configuration portal to remove work out of engineering and into the hands of the team closest to the merchant, with the guardrails that money-affecting changes require.
• Define validation, approvals, and change history for pricing and fee changes, so a mistake is hard to make and easy to trace.
• Work with the billing, payout, and financials teams to make sure configuration set internally is reflected accurately in what the merchant sees and is charged.

Experience, Craft & Adoption

• 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 what you ship.
• Drive adoption and engagement of the portal, improving task success and merchant satisfaction over time.

AI-Augmented Product Practice

• Embed AI tools into every stage of the product lifecycle: use LLMs for rapid synthesis of merchant interviews and support-ticket themes, competitor teardowns, and PRD first drafts; use AI assistants to prototype portal flows and copy without full engineering overhead.
• Champion AI adoption across the product team - document effective prompting patterns, share workflows, and upskill peers.
• 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, operating at a higher output cadence than a traditional PM.

Delivery & Stakeholder 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 whose information the portal surfaces.
• Coordinate with support and partner teams to make sure the portal reflects what merchants actually need.
• Monitor product health via metrics such as adoption, task success, support deflection, and merchant satisfaction.

Qualifications

Required

• 3-4 years of product management experience, with 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 and 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.

Preferred

• 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.

Additional Information

We kindly ask you to apply through our careers portal or external job boards (LinkedIn, Naukri, Indeed, etc) only. Please don't send your application via email. They will not be forwarded. 

More about us 

More than 130,000 businesses in 72+ countries rely on Xplor to run their day and get paid, processing over $47 billion in payments annually. Our connected ecosystem helps operators spend less time managing complexity and more time delivering the experiences that matter most. 

Xplor is backed by world-class investors Advent International, Battery Ventures, and Silver Lake. 

Good to know

To be considered for employment, you must be legally authorised to work in the location (country) you're applying for. Xplor does not sponsor visas, either at the time of hire or at any later time. 

To learn more about us and our products, please visit xplor.com/careers/. 

We also invite you to check out our Candidate FAQs for more information about our recruitment process xplor.com/recruitment-faqs/.

EEO and Artificial Intelligence

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. Find our Candidate AI Usage guidelines here.

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.