Job
Description
As the Lead Product for Merchant & Customer Onboarding, you will be responsible for defining, building, and scaling the onboarding experience for both merchants and customers using our platform. This role will involve working at the intersection of technology, compliance, user experience, and business strategy to deliver a secure, user-friendly, and streamlined onboarding process that accelerates time to value for both sides of our marketplace. You will work closely with engineering, legal, compliance, risk, design, and marketing teams to optimize and continuously improve the onboarding experience. Key Responsibilities:Product Strategy & Vision:Own and drive the product strategy and roadmap for Merchant & Customer Onboarding, aligning with business objectives, regulatory requirements, and customer needs.Define key product goals to enhance the onboarding process, reduce friction, increase conversions, and improve the customer and merchant experience.Stay informed about the fintech landscape, emerging technologies, industry trends, and regulatory changes to ensure our onboarding processes are innovative and compliant.Cross-functional Leadership:Collaborate with cross-functional teams (engineering, compliance, risk, design, legal, marketing) to design and implement features that improve the onboarding experience for merchants and customers.Drive alignment between business goals and technical execution, translating complex regulatory and technical requirements into clear product features.Ensure that product requirements are well understood, and that each team has the resources and support needed to successfully deliver on product milestones.User-Centered Product Development:Conduct user research and work with customer-facing teams to identify pain points and opportunities for improvement in the merchant and customer onboarding journey.Use data analytics, A/B testing, and feedback to continuously optimize the onboarding process and improve conversion rates.Define clear product specifications, user stories, and acceptance criteria in collaboration with design and engineering teams.Compliance & Security Focus:Work closely with the compliance and legal teams to ensure the onboarding process adheres to industry regulations, including KYC (Know Your Customer), AML (Anti-Money Laundering), and data privacy laws.Ensure that security measures are fully integrated into the onboarding process, protecting both the platform and its users while maintaining a frictionless experience.Metrics & Performance:Define, track, and analyze key performance indicators (KPIs) related to merchant and customer onboarding, such as conversion rates, time-to-activation, customer satisfaction, and abandonment rates.Monitor onboarding flows to identify bottlenecks and pain points, and lead efforts to continuously improve the experience based on data insights.Regularly report on product performance, making data-driven recommendations to leadership and stakeholders.Continuous Improvement & Innovation:Lead efforts to streamline and automate the onboarding process, reducing manual intervention and enhancing efficiency for both merchants and customers.Implement best practices and processes to ensure that onboarding solutions are scalable and can grow with the business.Lead product iterations and ensure timely release of new features that support business growth and improve customer experience.Leadership & Mentorship:Mentor junior product managers and collaborate with other senior PMs to develop the team’s capabilities.Cultivate a culture of innovation, high-performance, and customer-centric thinking within the product team.Contribute to the development of product management best practices and share insights from your experience to improve team performance.Qualifications:Experience: 10+ years of experience in product management, with a proven track record in delivering customer-facing products within the fintech or financial services industry.Fintech Expertise: Solid understanding of financial services, payment systems, merchant acquisition, customer onboarding, and regulatory requirements (KYC, AML, PSD2, etc.).Product Management Skills: Strong experience in managing complex, cross-functional projects with an ability to prioritize, define clear product roadmaps, and execute.Technical Proficiency: Strong understanding of the technical landscape, including APIs, integrations, and data pipelines. Familiarity with the architecture of digital platforms, including security and compliance components.Data-Driven: Expertise in data analytics, A/B testing, and driving product decisions through data. Experience with analytics tools and key product metrics.Customer-Centric: Demonstrated ability to empathize with end users and a passion for creating intuitive, efficient, and impactful onboarding experiences.Leadership: Proven ability to lead cross-functional teams, influence stakeholders, and mentor junior product managers.Communication: Excellent written and verbal communication skills, with the ability to engage and influence both technical and non-technical stakeholders.Education: Bachelor’s degree in Business, Engineering, Computer Science, or related field. MBA or advanced degree is a plus.
