Product Manager, B2B – Merchant Platform

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the B2B roadmap for Franki+, encompassing self-service onboarding, merchant dashboards, analytics, offer management, billing, and POS integrations.

• Establish priorities in collaboration with the COO on a quarterly basis and conduct monthly reviews.

• Facilitate discovery sessions with merchants, Sales, and Customer Success teams.

• Assess issues, articulate trade-offs, and transform recurring requests into scalable product enhancements.

• Draft product specifications, user stories, B2B engineering tickets, and testable acceptance criteria.

• Manage the backlog and collaborate with Design and Engineering on usability, technical scope, and sequencing.

• Oversee releases from acceptance testing to launch, including release notes and enabling Sales and Customer Success.

• Measure the success of launches, assess results, and refine or phase out features that do not meet desired outcomes.

• Enhance conversion rates from sign-up to the first live offer, minimize product-driven merchant churn, and increase Franki+ adoption and revenue per account.

• Suggest improvements for packaging and upgrades.

• Manage product requests directed by Sales and address all B2B bugs from identification to resolution.

• Replicate issues, prioritize based on impact, conduct weekly triage sessions, and establish and adhere to response and resolution service levels.

• Participate in merchant calls as the product representative, including in escalation situations.

• Identify issues, set expectations, confirm solutions, and document follow-ups.

• Oversee the merchant experience related to POS connections and transaction verification, including connection status and recovery from failures.

• Collaborate with Engineering and Finance on billing, payment method management, and associated workflows.

• Develop or specify internal tools, administrative experiences, and no-code or AI-assisted automations to reduce manual tasks and errors.

• Ensure human review for automations involving authentication, payments, account access, or card-linked verification.

• Work alongside the COO and partnerships team on API and partner integrations from initial requirements to launch support.

• Establish metric baselines and provide monthly reports on acquisition, retention, GMV, recurring revenue, and operational efficiency.

⛳️ Requirements

• Experience in B2B product management catering to local restaurants or hospitality merchants, such as restaurant technology, hospitality SaaS, or platforms for local merchants.

• Background in startup or growth-stage product environments, or 3–5+ years of product management experience with proven ownership of a roadmap that includes shipped features and measurable outcomes.

• Strong expertise in product management: discovery, problem sizing, prioritization, clear specifications, engineering tickets, acceptance criteria, and release management.

• Proficient in using Jira and Confluence and capable of reviewing Figma prototypes.

• Experience in delivering API, integration, or POS-connected products.

• Knowledgeable about REST APIs, webhooks, connection flows, transaction matching, and handling failure cases such as refunds, voids, and partial payments.

• Familiar with subscription billing, invoicing, payment method management, and disputes as part of product experiences.

• Ability to define metrics, analyze funnels and cohorts, and utilize SQL and dashboards to inform decision-making.

• Direct experience interacting with merchants, including handling challenging conversations and escalations.

• Understanding of the daily constraints faced by restaurant operators and skill in managing request intake, severity, and service levels using tools like Intercom and Salesforce.

• Excellent written communication skills and the ability to coordinate effectively with Engineering, Design, Sales, Customer Success, and Finance teams.

• High level of ownership and the ability to balance long-term priorities with an active merchant queue.

• Resourceful in using internal tools and automation, with sound judgment on when workflows require human review.

• Bachelor's degree in business, computer science, engineering, economics, or a related field, or equivalent practical experience.

• Bonus: experience with POS integrations involving Square, Toast, or Clover; payments integrations or card-linked offers; loyalty or rewards products; multi-sided marketplaces; and both sales-led and self-service customer journeys; hands-on SQL investigations.

🏝️ Benefits

• Remote work opportunities throughout the US, primarily aligned with the PST time zone.

• Occasional travel for company kick-offs and mid-year meetings several times a year.

• 15 days of paid time off (PTO) annually, including a company-wide closure from December 25–31.

• 11 public holidays each year.

• Full coverage of Medical, Vision, and Dental insurance costs for employees.

• 401(k) plan.

• Provision of computer and technology equipment relevant to the role.

• A $80 monthly technology stipend for home office expenses.