Head Of Product - Merchant Onboarding And Experience

About the Role

We are seeking a Head of Product for Merchant Onboarding & Experience to lead the end-to-end enterprise merchant lifecycle — from application to activation and beyond. This role owns onboarding, underwriting, identity and business verification, account provisioning, activation, servicing, and growth. You will define the vision, set the strategy, and deliver a world-class merchant experience that is frictionless yet compliant.

You’ll manage a team of product managers and collaborate with Engineering, Risk/Compliance, Operations, Customer Success, and Sales to ensure merchants (enterprise, SME, MSME) go live fast and stay engaged.

Key Responsibilities

• Define and execute the vision and strategy for merchant onboarding, activation, and early-life servicing.
• Design and optimize onboarding flows (apps/web), document submission, compliance and risk checks, and underwriting.
• Deliver developer-first tools: APIs, SDKs, webhooks, dashboards, and integration solutions.
• Build ecosystem products to drive merchant acquisition, activation, and retention.
• Oversee fulfillment and service delivery, including account provisioning, payment methods, payouts, and POS devices.
• Establish merchant feedback loops and integrate insights into product roadmaps.
• Analyze onboarding funnels, identify friction points, and implement improvements.
• Champion data-driven decision-making through analytics and A/B testing.
• Lead, mentor, and scale a team of product managers.
• Monitor industry trends and competitive offerings to future-proof the merchant experience.

What We’re Looking For

Experience & Skills

• 7–10 years in Product Management, ideally in FinTech, Merchant Acquiring, or Payments.
• Strong understanding of merchant onboarding, identity and business verification, underwriting, and compliance.
• Proven success in self-serve automation and enterprise-grade integrations.
• Technical fluency with APIs, orchestration systems, and internal tools.
• Analytical skills with experience in SQL/Python/R for funnel optimization.
• Leadership experience in building and mentoring product teams.
• Bonus: Global payments, POS hardware lifecycle, AI/ML risk scoring.

Behavioral Competencies

• Strategic visioning and roadmap planning.
• Strong cross-functional communication and collaboration.
• Decision-making under regulatory and operational constraints.

Success Metrics

• Improve merchant activation and satisfaction.
• Drive measurable impact on revenue, acquisition, and retention.
• Double MPU (Merchant Productivity Units) through optimized onboarding and servicing.