Product Manager - Merchant Experience (Pune)

Xplor; Pune District; On-site; INR 300,000 - 500,000; Full time

Job summary

Xplor is seeking a Product Manager - Merchant Experience to own the discovery, definition, and delivery of the self-serve merchant portal that shows transactions, payouts, fees, reports, and account settings across global markets. This role sits at the intersection of product craft, payments, and data, partnering with design and research to turn merchant needs into intuitive experiences.

You will drive the portal strategy, prioritise features by merchant impact, and define clear reports

Qualifications

• Experience leading product strategy for digital portals.
• Strong collaboration with design, research, and engineering.
• Comfort with data analytics to measure adoption and impact.

Responsibilities

• Own and evolve the merchant portal strategy and roadmap across global markets.
• Define a vision for a clear, trustworthy self-serve portal with accurate reporting and transparent fees.
• Partner with design, research, and upstream data teams to surface merchant needs and reduce support requests.

Job description

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 explicit, 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.