Merchant Experience Lead - Product Management

Merchant Experience Lead / Director of Merchant Experience

Overview 

Shift4 (NYSE: FOUR) is boldly redefining commerce by simplifying complex payments ecosystems across the world. As the leader in commerce-enabling technology, Shift4 powers billions of transactions annually for hundreds of thousands of businesses in virtually every industry. For more information, visit www.shift4.com.

Shift4 is in search of a strategic and outcome-focused Merchant Experience Lead / Director of Merchant Experience to spearhead our US payments platform and steer the strategic trajectory of our payment products. We are seeking an individual who is driven by results and will be tasked with aligning our payments strategy with business objectives, crafting and implementing product roadmaps, introducing new payment products, and broadening our platform's reach to encompass new markets and use cases. This position calls for a visionary leader and strong execution with extensive expertise in payments technology, product management, and a proven track record of delivering tangible results.

This role is based at any of the following Shift4 locations: Tampa, FL (preferred) / Center Valley, PA / Atlanta, GA (preferred) / Morrisville, NC. Relocation assistance may be provided.

Responsibilities

• Merchant Experience Strategy & Vision: Lead the development and execution of a comprehensive product-led merchant experience strategy that aligns with company objectives and drives measurable improvements in merchant satisfaction, adoption, and retention.
• Merchant-Centric Product Insights: Develop and own a merchant analytics framework that leverages product usage data, feedback loops, and research insights to drive continuous experience improvements and inform roadmap priorities.
• Cross-Functional Collaboration: Act as the central point of coordination for all merchant-facing initiatives. Partner closely with Product Management, Development, Marketing, Commercial, and Operations teams to ensure a consistent and frictionless merchant journey across all touchpoints.
• Competitive Benchmarking: Stay ahead of industry trends, design innovations, and merchant technology expectations. Proactively identify new experience opportunities and lead structured experimentation to evaluate impact.
• Performance Tracking & Executive Reporting: Create and maintain a performance dashboard for merchant experience KPIs. Regularly report progress, insights, and actionable recommendations to senior leadership and executive stakeholders.
• Stakeholder Management: Build strong relationships and partnerships with internal and external stakeholders, including senior leadership, partners, and customers. Communicate effectively and advocate for the value of payments technology and user experience in driving business success.

Qualifications:

• 6 years of experience in technical product management roles, with a focus on payments technology and user experience.
• Deep understanding of payments technology, including payment processing, card networks, digital wallets, and security standards.
• Proven track record of successfully leading technical product initiatives from concept to launch, delivering innovative solutions that drive business growth and customer satisfaction.
• Strong technical background and proficiency in software development methodologies, tools, and technologies.
• Excellent leadership, communication, and interpersonal skills, with the ability to inspire and influence stakeholders at all levels of the organization.
• Experience working in agile, fast-paced environments and leading cross-functional teams to achieve shared goals and objectives.

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