Product Manager B2B (Merchant Platform)

About the Role

Franki is looking for a Product Manager to own our B2B merchant platform end to end. You'll build the products that help hospitality businesses join Franki, manage cashback offers, verify transactions, understand their results, and manage billing. Your focus: turning a better merchant experience into stronger acquisition, retention, and revenue.

As Franki's first dedicated B2B Product Manager, you'll report to the Chief Operating Officer and work directly with Engineering, Design, Sales, Customer Success, Finance, and partnerships. This is an individual-contributor role with no direct reports, significant autonomy, and ownership from discovery through delivery and measurement.

This is a strategic role for someone who enjoys being hands-on. You'll set the roadmap and write every engineering ticket, own the merchant request and bug queue, join merchant calls, and build or specify the internal tools that make operations more efficient. You'll be as comfortable resolving a merchant issue as deciding what we should build next.

What you'll do:

• Own the B2B roadmap across Franki+, self-serve onboarding, merchant dashboards, analytics, offer management, billing, and POS integrations. Agree on priorities with the COO quarterly and review them monthly.
• Run discovery with merchants, Sales, and Customer Success. Size problems, make explicit tradeoffs, and turn recurring requests into scalable product improvements.
• Write product specifications, user stories, every B2B engineering ticket, and testable acceptance criteria. Own the backlog and partner with Design and Engineering on usability, technical scope, and sequencing.
• Lead releases from acceptance testing through launch, release notes, and Sales and Customer Success enablement. Instrument every launch, measure results, and improve or retire features that miss their intended outcomes.
• Improve conversion from sign-up to first live offer, reduce product-driven merchant churn, and grow Franki+ adoption and revenue per account. Recommend packaging and upgrade improvements; final pricing decisions remain with leadership.
• Own all product requests routed by Sales and every B2B bug from triage to resolution. Reproduce issues, prioritize by impact, run weekly triage, and set and meet response and resolution service levels with Sales and Customer Success.
• Join merchant calls as the product voice, including escalations. Diagnose problems, set honest expectations, validate solutions, and follow up in writing with merchants and internal teams.
• Own the merchant experience for POS connections and transaction verification, including connection status and failure recovery. Work with Engineering and Finance on billing, payment-method management, and related product workflows.
• Build or specify internal tools, admin experiences, and no-code or AI-assisted automations that reduce manual work and errors. Retain human review for automations touching authentication, payments, account access, or card-linked verification.
• Partner with the COO and partnerships team on API and partner integrations, from requirements and engineering tickets to launch support, while balancing integration work against the core roadmap.
• Define metric baselines and report monthly on acquisition, retention, gross merchandise value (GMV), recurring revenue, and operational efficiency, with clear drivers, risks, and recommended actions.

You're a good fit if you have...

• Required: B2B product management experience serving local restaurants or hospitality merchants, such as restaurant technology, hospitality SaaS, or local-merchant platforms.
• Startup or growth-stage product experience, or 3–5+ years or more of product management experience, with demonstrated ownership of a roadmap through shipped features and measured results.
• Strong product craft: discovery, problem sizing, prioritization, clear specifications, engineering tickets, acceptance criteria, and release management. You're comfortable working in Jira and Confluence and reviewing Figma prototypes.
• Experience shipping API, integration, or POS-connected products. You understand REST APIs, webhooks, connection flows, transaction matching, and failure cases such as refunds, voids, and partial payments.
• Working knowledge of subscription billing, invoicing, payment-method management, and disputes as product experiences, plus the ability to define metrics, analyze funnels and cohorts, and use SQL and dashboards to guide decisions.
• Direct merchant-facing experience, including difficult conversations and escalations. You understand restaurant operators' day-to-day constraints and can manage request intake, severity, and service levels using tools such as Intercom and Salesforce.
• Clear written communication and the ability to align Engineering, Design, Sales, Customer Success, and Finance. You explain decisions, raise risks early, and follow through without a coordination layer.
• A high degree of ownership and comfort balancing long-term priorities with a live merchant queue. You're resourceful with internal tools and automation and know when a workflow needs human review.
• A bachelor's degree in business, computer science, engineering, economics, or a related field, or equivalent practical experience.

Bonus points if you have...

• Experience delivering POS integrations with systems such as Square, Toast, or Clover.
• Experience with payments integrations or card-linked offers.
• Experience building loyalty or rewards products.
• Experience working on multi-sided marketplaces.
• Experience supporting sales-led and self-serve customer journeys within the same product.
• Hands-on SQL experience independently investigating funnel, retention, and revenue questions.

Why Join Franki?

• Be Franki's first dedicated B2B Product Manager, with ownership of an entire merchant platform rather than a narrow feature area.
• See the impact of your work in the businesses you serve and in merchant acquisition, retention, and revenue.
• Work directly with the COO and cross-functional teams, with the autonomy to shape priorities and the responsibility to deliver.
• Build both customer-facing products and the internal tools that help Franki scale, in a team that values ownership, inclusion, and mutual respect.

Perks & Benefits

• Remote work: Our team works remotely across the US but primarily PST time zone; we travel together several times a year for company kick-offs and mid-year meetings.
• PTO: 15 days per year, which includes a Franki holiday shutdown between December 25 - 31.
• Holidays: We recognize 11 public holidays per year.
• Medical, Dental & Vision: We cover 100% of Medical, Vision, and Dental insurance costs for employees. 
• 401(k)
• Equipment: Computer & technology equipment applicable to your role.
• Technology Stipend: $80/mo to help cover home office expenses.