Product Manager at Joom (Merchant Services) at Joom

on-site · full_time · Visa sponsorship

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Responsibilities:
- Audit merchant support operations to identify top request categories, root causes and cost drivers.
- Evaluate which issues to automate, fix via processes, or deprioritize.
- Prioritise product features with the support team using data-driven criteria.
- Design and build a merchant self-service platform to reduce support dependency and improve resolution times.
- Contribute to merchant onboarding and product listing improvements within the Merchant Services team.
- Define and track key metrics (self-service rate, merchant satisfaction) and iterate on solutions.
- Use AI tools and no-code solutions to prototype and ship features quickly.

Requirements:
- 4–5+ years product management experience, ideally with operational, platform or marketplace products.
- Hands-on, impact-oriented approach with experience using AI tools and no-code solutions.
- Strong prioritisation skills and comfort making trade-offs backed by data.
- Ability to balance operational stability with change-driven improvements.
- Conversational English and willingness to be based in or relocate to Lisbon (relocation support provided).
- Comfortable working closely with support, product, and engineering teams and tracking business KPIs.