Senior Product Manager - Operational Journey

Deskripsi pekerjaan

Why this role exists A merchant's first experience of Xendit is the account lifecycle, sign-up, onboarding, activation, and the moments that decide whether they stay. It is the highest-leverage surface in the merchant relationship, and also the one where a good experience and tight regulatory control are hardest to reconcile. This role owns that reconciliation: making onboarding fast and clear, with a great UX while the KYC/AML controls that keep Xendit licensed stay fully intact. Some solutions might lean toward one side and let the other suffer. Here, owning the balance between the two while creating the best user experience is the job. ### What you'll own - **The vision, roadmap, and outcomes **for the end-to-end merchant account lifecycle, with onboarding success, activation rate, and onboarding throughput as your headline metrics. - **The experience-and-compliance balance: **flows that embed KYC/AML controls at the lowest workable friction, in close partnership with Risk, Fraud, and Compliance. - **Evidence-based discovery: **funnel analytics, support signals, and user research translated into PRDs, acceptance criteria, and prioritized experiments. - **Cross-team alignment **across Payments, Core Platform, Design, Engineering, Customer Success, Risk, and Compliance, and clear communication of your reasoning to senior stakeholders. - **Turning regulatory and policy changes **into concrete product requirements ahead of time, rather than as fire drills. ### How you will work You report to the Product Design & UX Director for Customer Lifecycle and partner daily with Engineering and earlier and more closely than in most PM roles: Risk, Fraud, and Compliance. You are the strategic owner of the merchant account lifecycle from day one: setting the roadmap, making the experience-and-compliance calls, and carrying them across interdependent teams. Your time splits between discovery and delivery, with meaningful cross-functional navigation throughout. The domain works from validated findings rather than assumptions, values direct and candid critique, and, in a regulated domain, seeks Legal & Compliance alignment before copy or flows change, not after. ### What we're looking for *Two capabilities carry equal weight, the role sits exactly where they meet, and someone strong in only one tends to struggle on the other half:* - **Activation impact. **You have personally moved an onboarding, activation, or early-lifecycle metric, with numbers you can walk us through, reducing time-to-value, cutting drop-off, or lowering support load during setup. - **Regulated-domain fluency. **You have shipped product in fintech, payments, banking, insurance, healthcare, or a comparable regulated environment, and you understand that in these domains a design decision can carry a compliance consequence. Seniority is measured by scope and impact rather than years; most strong candidates have around 5+ years in-domain. A strong plus: direct KYC/AML or fraud/risk trade-off experience; enough technical fluency (architecture, APIs, data flows) for productive engineering discussions.