Product Manager - Merchant Experience

Were Xplor. Theres a good chance youve not heard of us yet were just getting going. Were 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). Were bringing together the very best companies in the industry through smart, intentional acquisition. And were getting ready to go big. In the US, weve brought together Mariana Tek, Zingfit, Triib and TrueCoach, to form our Boutique Fitness Division. Theres over 140 of us in the Boutique team and were passionate about fitness, stellar customer support and creating tech that solves problems for busy people. Were 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 youre passionate about tech, fitness and working with talented, ambitious people, then wed 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 sat .