Job Posted: 11/08/2024
Location: Americas
Hi there!
At Zapier, our mission is to make automation accessible and beneficial for everyone. We're seeking a Product Manager to lead our Payment Experience Team. In this high-visibility role, you'll be entrusted with the backbone of our business—our billing system and purchasing experience—ensuring its health by optimizing key metrics like decline rates, conversion, and churn to unlock revenue growth and cost savings.
You'll lead the transformation of our billing system into a global SaaS purchasing platform, serving both self-serve and sales-led customers while ensuring compliance and accessibility in key global markets. Your focus will be on improving the customer billing experience and optimizing subscription and usage-based models to drive revenue growth and retention. You’ll spearhead Pricing and Packaging (P&P) initiatives, including international tax compliance, developing enterprise-grade billing flows, and experimenting with localized pricing strategies.
As a Product Manager, you’ll collaborate with key stakeholders and subject matter experts to drive the product strategy for our global billing experience across all product lines. Your role will ensure the platform remains reliable, scalable, and profitable over time while overseeing a broad, cross-functional scope.
What You'll Do:
Lead Our Global Billing Strategy: Shape, secure buy-in, and execute the billing and payment strategy across multiple product lines, ensuring seamless scalability in global markets. Design and refine customer journeys for both self-serve and sales-assisted experiences, covering everything from pricing pages to checkout, invoicing flows, and post-purchase activities like refunds, chargebacks, credits, and renewals.
Measure and Improve: Track essential billing metrics like decline rates, conversion, and churn to address potential issues before they affect the business. Continuously optimize subscription and usage-based billing systems for efficiency, scalability, cost reduction, and enhanced customer experience.
Support Day-to-Day Billing Operations: Collaborate with cross-functional teams and external vendors to troubleshoot and resolve complex billing and pricing issues, including system defects, processor problems, and compliance changes. Implement quick fixes while prioritizing long-term solutions for system reliability and customer satisfaction.
Drive Customer-Centric Innovation: Leverage customer insights to identify growth opportunities and customer-centric initiatives. Translate customer needs into actionable business strategies that balance user experience, functionality, and implementation costs.
Drive Cross-Functional Trust and Sponsorship: Build strong relationships across the organization, working with teams like Core and New Product Teams, Finance, Biz-Ops, Marketing, Data, Sales, and Support (and many more!). Clearly articulate strategies, secure sponsorship, and align stakeholders on common goals.
Manage Vendor Relationships: Lead and optimize partnerships with third-party vendors such as Stripe, PayPal, and Chargebee. Evaluate build vs. buy decisions, identify cost-saving opportunities, and ensure the billing infrastructure scales with the business.
About You:
Must-Have:
Billing and Payment Expertise: You bring 3+ years of specialized product management experience in payments and billing within eCommerce or SaaS environments. You possess a deep understanding of global payment ecosystems, including local payment methods, currency conversion, and tax considerations. Your knowledge of billing compliance and security ensures the delivery of reliable and secure payment solutions.
Industry KPIs Mastery: You are well-versed in the key metrics that drive the industry, such as decline rates, conversion rates, involuntary churn, and downgrade recovery. You don’t just track these metrics—you articulate their significance to the broader business strategy, demonstrating how they are mission-critical to the company’s success.
Iterative Development & Planning: You thrive in the complexity of billing systems by embracing rapid development and iterative improvements. Skilled at managing scope and trade-offs, you deliver functional solutions quickly, refining them based on customer behavior while maintaining a long-term, customer-first vision. Using a "now, next, later" road-mapping approach, you effectively balance immediate needs with future goals.
Deep Customer Empathy: Your roadmap is heavily influenced by the customer's voice, and you excel at making a compelling customer case for stakeholders. You actively engage with customers, advocate for their needs, and skillfully balance system limitations with UX and functionality.
Nice to Have:
Strategic Domain Leadership: You create and execute roadmaps that align with both short- and long-term business goals, addressing areas that non-experts might overlook. You navigate the complexities of billing systems, ensuring compliance, scalability, and efficiency while guiding non-technical stakeholders through key decisions.
Mastered EPD-Style Collaboration: As a proven, equal contributor within an Engineering-Product-Design (EPD) leadership dynamic, you foster trust, transparency, and alignment with your leadership partners. You optimize roles and responsibilities for seamless execution, navigating healthy conflicts with a win-win mindset.
Engineering Partnership and Innovation: You know how to engage engineers as key contributors to innovation. You empower them by leveraging their unique strengths, fostering creativity, and balancing structure with flexibility. You set clear boundaries while allowing time for creative problem-solving, ensuring focused and timely delivery.
How to Apply
At Zapier, we believe that diverse perspectives and experiences make us better, which is why we have a non-standard application process designed to promote inclusion and equity. We're looking for the best fit for each of our roles, regardless of the type of companies in your background, so we encourage you to apply even if your skills and experiences don’t exactly match the job description. All we ask is that you answer a few in-depth questions in our application that would typically be asked at the start of an interview process. This helps speed things up by letting us get to know you and your skillset a bit better right out of the gate. Please be sure to answer each question; the resume and CV fields are optional.
Education is not a requirement for our roles; however, if you receive an offer, you will need to include your most recent educational experience as part of our background check process.
After you apply, you are going to hear back from us—even if we don’t see an immediate fit with our team. In fact, throughout the process, we strive to never go more than seven days without letting you know the status of your application. We know we’ll make mistakes from time to time, so if you ever have questions about where you stand or about the process, just ask your recruiter!
Zapier is an equal-opportunity employer and we're excited to work with talented and empathetic people of all identities. Zapier does not discriminate based on someone's identity in any aspect of hiring or employment as required by law and in line with our commitment to Diversity, Inclusion, Belonging and Equity. Our code of conduct provides a beacon for the kind of company we strive to be, and we celebrate our differences because those differences are what allow us to make a product that serves a global user base. Zapier will consider all qualified applicants, including those with criminal histories, consistent with applicable laws.
Zapier is committed to inclusion. As part of this commitment, Zapier welcomes applications from individuals with disabilities and will work to provide reasonable accommodations. If reasonable accommodations are needed to participate in the job application or interview process, please contact jobs@zapier.com.
Application Deadline:
The anticipated application window is 30 days from the date job is posted, unless the number of applicants requires it to close sooner or later, or if the position is filled.
Even though we’re an all-remote company, we still need to be thoughtful about where we have Zapiens working. Check out this resource for a list of countries where we currently cannot have Zapiens permanently working.
