Product Manager - Merchant Experience

GoTo Financial; Daerah Khusus Ibukota Jakarta; On-site; IDR 400,000,000 - 900,000,000; Full time

Job summary

GoTo Financial’s Enterprise Merchant team is seeking a Product Manager to own the roadmap for Merchant Operations and Experience, driving onboarding, reporting, and merchant usability. You will also build internal tooling to speed up operations, collaborating with engineering and business leads to scale solutions that impact millions of merchants.

You will partner with analytics, design, and product teams to translate ambiguous problems into concrete use cases, manage senior stakeholders, and

Qualifications

• 4–5 years of product management experience delivering operations and experience-related products with end-to-end ownership.
• Payments/fintech background is a plus.
• Ability to create clarity in ambiguity and turn complex problems into concrete use cases.
• Grounding in data, design, research, and software engineering to partner with those teams.
• Strong analytical skills and use of data/metrics to decide what to build; SQL familiarity helps.

Responsibilities

• Own the product roadmap and strategy for Merchant Operations and Experience.
• Grow the business by building value-added services and a reliable operations stack for merchants (reporting, onboarding, support).
• Scale internal ops tooling to speed up merchant servicing by operations teams.
• Represent Merchant Operations in cross-functional and leadership forums; negotiate scope with senior stakeholders.
• Set and own key results for customer satisfaction, usability, on-time delivery, and other business metrics.
• Build trusted relationships with engineering, business, and stakeholders to keep delivery moving.
• Turn complex operational problems into a roadmap others can execute against.

Skills

Product management

Operations experience

Data analysis

SQL knowledge

Stakeholder management

GenAI familiarity

Job description

As Product Manager for Merchant Operations and Experience in Enterprise Merchant team, you’ll own the roadmap to improve and develop solutions for our merchants to scale up their onboarding, reporting and experience in using our services, while also building the internal tools that help our operations teams turn around merchant requests faster, partnering with engineering and business leads to break down complex problems and ship solutions that scale.

What You Will Do

• Own the product roadmap and strategy for Merchant Operations and Experience, aligned with company goals, and drive execution.
• Grow the business by building valuable value added service and a reliable operations stack for our merchants - from reporting, reconciliation, onboarding, and support
• Scale our internal ops tooling that determines how fast operations teams can serve merchants
• Represent Merchant Operations in cross-functional and leadership forums, and negotiate scope and priority with senior stakeholders
• Set and own key results for your problem area: customer satisfaction, usability, on-time delivery, and other metrics that matter to the business
• Build trusted relationships with engineering, business, and stakeholder leads to keep product delivery moving
• Turn complex, ambiguous operational problems into a roadmap other people can execute against

What You Will Need

• At least 4-5 years of product management experience delivering highly successful and innovative operations and experience-related products, owning a problem area end-to-end, from discovery to go-to-market, with measurable business impact: cost savings, efficiency gains, higher activation, or faster turnaround. Have handled at least one of these products - reporting, internal tooling, onboarding, or support.
• Payments, fintech, or another regulated, high-compliance industry background is a plus.
• A strong sense of agency: you create clarity in ambiguity and break complex problems into concrete use cases and solutions, without waiting for a fixed playbook
• Enough grounding in data, design, research, and software engineering to partner with those teams without needing a translator
• Strong analytical skills: you use data and metrics to decide what to build, and to prove it worked afterward. SQL familiarity helps
• Experience presenting to and negotiating with senior or executive stakeholders, and the ability to turn strategy and priorities into a story that lands at every level of the org
• Familiarity with GenAI or building products with GenAI is a plus.

About The Team

The Enterprise Merchant team sits within GoPay Merchant, which includes Midtrans, Indonesia's largest payment gateway, and GoTo's enterprise product suite.

You've used Midtrans and GoPay already, even if you didn't know it: we power payments at your favorite ecommerce store, furniture site, or fast food chain. That reach keeps growing. We're building toward becoming the largest payment and financial services group in Southeast Asia.

Merchant Operations is the team inside Midtrans that solves merchants' and partners' operational pain points around accepting payments and transfers, for their own business or their clients'. We only grow if our merchant partners do. This team owns the roadmap for merchant operations and reporting, and executes it end-to-end.

About GoTo Group

GoTo is the largest digital ecosystem in Indonesia. GoTo's mission is to 'empower progress' by offering technology infrastructure and solutions that help everyone to access and thrive in the digital economy.

The GoTo ecosystem provides a wide range of services, including mobility, delivery, payments, financial services, and technology solutions for merchants. The ecosystem also provides e-commerce services through Tokopedia and banking services through its partnership with Bank Jago.

About Gojek

Gojek is Southeast Asia’s leading on-demand platform and pioneer of the multi-service ecosystem with over 2.5 million driver partners across the regions offering a wide range of services such as transportation, food delivery, logistics and more. With its mission to create impact at scale, Gojek is committed to resolving consumer problems and raising standards of living by connecting consumers to the best providers of goods and services in the market.

About GoTo Financial

GoTo Financial accelerates financial inclusion through its leading financial services and merchants solutions. Its consumer services include GoPay and GoPayLater and serve businesses of all sizes through Midtrans, Moka, GoBiz Plus, GoBiz, and Selly. With its trusted and inclusive ecosystem of products, GoTo Financial is open to new growth opportunities and aims to empower everyone to Make It Happen, Make It Together, Make It Last.

Imagine having a beautiful product that you create being launched to the public. Then visualize more than 55 million active users, over 14 million merchants, and more than 2.5 million driver partners benefiting from it: greater efficiency, easier access to financial services, better earnings, and more.

GoTo Financial is part of the GoTo ecosystem, a unique combination of on-demand mobility services Gojek, e-commerce platform Tokopedia, and comprehensive fintech platform GoTo Financial. This massive and integrated ecosystem enables you to work on projects that impact the lives of millions, ranging from:

1- Bringing the unbanked into formal financial system by helping them open a digital bank account with GoPay-Jago

2- Providing seamless cashless payment method in GoPay and GoPayLater to merchants and consumers,

3- Giving consumers and merchants access to responsible lending, insurance and investment products,

4- Helping offline and online merchants reap the benefits of the digital economy through Midtrans payment gateway, webstore builder GoStore, keyboard app for online sellers Selly, and point-of-sales solutions MOKA and GoKasir,

5- Supporting food merchants in simplifying their operations with GoBiz and GoBiz Plus, to

6- Creating other use cases that empower consumers and merchants to manage all money-related matters.

So join our ride to bring the benefit of the digital economy to all. We’re just getting started!