Manager, Merchant Operations
New
Based in United StatesFull-TimeManager
SalaryBase salary range: $80,000–$120,000, plus quarterly incentive plan based on performance.
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Job Details
- Experience
- 5+ years of experience in payment processing, merchant onboarding, or implementation; 2+ years of experience in a people management or team leadership role.
- Required Skills
- Project ManagementComplianceCRM
Requirements
- High school diploma or equivalent required; Bachelor’s degree in Business, Finance, Operations, or related field preferred.
- 5+ years of experience in payment processing, merchant onboarding, or implementation within a payment gateway or financial services environment.
- 2+ years of experience in a people management or team leadership role.
- Strong understanding of payment ecosystems, including credit card processing, ACH, gateway platforms, and compliance requirements.
- Proven ability to lead teams, coach employees, and drive accountability in a high-performance environment.
- Strong analytical, problem-solving, and decision-making skills with the ability to identify root causes and implement scalable solutions.
- Excellent communication skills with the ability to simplify complex operational concepts for diverse stakeholders.
- Experience working with project management tools (e.g., Jira, Asana, Monday.com) and CRM/ticketing systems.
- Ability to manage multiple priorities in a fast-paced, remote-first environment with strong organizational discipline.
Responsibilities
- Lead and supervise Implementation Managers and Merchant Operations Specialists, ensuring consistent execution of onboarding, implementation, and post-go-live support activities.
- Oversee end-to-end merchant onboarding workflows, from sales handover through activation and transition to ongoing client services.
- Act as the primary escalation point for complex, high-risk, or high-value merchant implementations and operational issues.
- Coordinate cross-functionally with Sales, Underwriting, Risk, and Client Services to ensure alignment across onboarding and merchant lifecycle processes.
- Monitor implementation performance metrics, SLA adherence, and operational KPIs, identifying risks, bottlenecks, and improvement opportunities.
- Drive process optimization, workflow standardization, and continuous improvement initiatives across merchant operations.
- Support merchant screening, compliance reviews, and risk assessments in partnership with underwriting and risk teams.
- Manage stakeholder communications with internal teams, resellers, and external merchants to ensure transparency and timely resolution of issues.
- Lead coaching, performance management, and development initiatives for team members, including onboarding and training programs.
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