Product Director, Client Experience - Payments
Posted Updated
Description
Ignite your passion for product innovation by leading customer-centric development, inspiring solutions, and shaping the future with your strategic vision and influence.
As the Product Director, Client Experience in Merchant Services, you are accountable for defining and delivering the end-to-end Commerce client experience vision—ensuring it is a high-quality, intuitive, self-service digital home for merchants that enables seamless onboarding, self-managed access, and clear visibility into business health. This role drives measurable improvements in client satisfaction and reduces support dependency by partnering across internal teams to standardize experiences, remove workflow friction, and increase self-service adoption through data-informed iteration.
Job responsibilities
- Oversees the product roadmap, vision, development, execution, risk management, and business growth targets
- Leads the entire product life cycle through planning, execution, and future development by continuously adapting, developing new products and methodologies, managing risks, and achieving business targets like cost, features, reusability, and reliability to support growth
- Coaches and mentors the product team on best practices, such as solution generation, market research, storyboarding, mind-mapping, prototyping methods, product adoption strategies, and product delivery, enabling them to effectively deliver on objectives
- Owns product performance and is accountable for investing in enhancements to achieve business objectives
- Monitors market trends, conducts competitive analysis, and identifies opportunities for product differentiation
Required qualifications, capabilities, and skills
- 8+ years of experience or equivalent expertise delivering products, projects, or technology applications
- Extensive knowledge of the product development life cycle, technical design, and data analytics
- Proven ability to influence the adoption of key product life cycle activities including discovery, ideation, strategic development, requirements definition, and value management
Experience driving change within organizations and managing stakeholders across multiple functions
Preferred qualifications, capabilities, and skills
- Recognized thought leader within a related field