Product Manager (Payment Experience)
Key Responsibilities
Manage and develop Product team, including task allocation, quality review and performance management.
Collect requirements from Business, Operations, Technology Support, Finance, Risk, Compliance and Customer Service.
Identify the real problem behind each request and distinguish product needs from operational, configuration, training or technical issues.
Maintain the local product roadmap and prioritize requirements based on user impact, business value, data, risk and implementation cost.
Improve merchant and internal-user experience across onboarding, payment, transaction inquiry, refund, disbursement, settlement and reconciliation.
Define and monitor key product metrics, including payment success rate, failure reasons, merchant activation, refund time, incident volume and product adoption.
Use data and user feedback to identify problems, propose improvements and evaluate results.
Work with local Technology Support to understand merchant integration issues, channel problems and recurring support cases.
Report product performance, major issues, risks and recommended actions to the Head of Product.
Requirements
At least 5 years of product management or product operations experience.
At least 3 years of experience in Indonesia’s payment, fintech, banking, payment gateway, acquiring, e-wallet or disbursement industry.
Previous team leadership or direct people-management experience.
Good understanding of Indonesian payment products and transaction processes.
Strong requirement analysis, product prioritization and problem-solving skills.
Experience using product and operational data to support decisions.
Able to work effectively with business, operations, technical, finance, risk and compliance teams.
Strong written and spoken Bahasa Indonesia and English.
Able to work independently with remote product and engineering teams.
Preferred Qualifications
Experience working in payment industry
Experience with Virtual Account, QRIS, bank transfer, e-wallet, payment gateway or disbursement products.
Familiarity with SQL, BI dashboards, Jira, Confluence or similar tools.