Manager, Merchant Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• Guide and lead Implementation Managers in managing the complete merchant onboarding process, from sales handover to go-live and the transition to Client Services.

• Collaborate internally with Sales, Underwriting, and Client Services, as well as externally with resellers and merchant partners, to ensure effective management and control of all payment processing implementations.

• Act as the key escalation point for complicated or high-risk merchant implementations, resolving issues that cannot be handled at the IM level.

• Mentor, lead, and develop a team of Implementation Managers and Merchant Operations Specialists.

• Conduct meetings, performance evaluations, and coaching sessions to foster employee growth and accountability, while also overseeing onboarding and training processes.

• Convert business requirements and strategic objectives into actionable implementation strategies and operational workflows, while managing complex payment system integrations.

• Oversee the merchant screening and onboarding process at a strategic level.

• Track and evaluate performance metrics throughout implementation timelines, conducting regular audits and risk assessments of merchant accounts and operational processes.

• Maintain proactive communication with internal stakeholders and external merchant partners.

⛳️ Requirements

• High School Diploma or an equivalent qualification.

• At least 5 years of experience in payment processing, with proven experience in managing end-to-end merchant onboarding or implementation workflows within a payment gateway or processing environment.

• Minimum of 2 years in a people management or team lead role.

• Comprehensive knowledge of payment processing ecosystems, including gateway platforms, ACH, credit card processing, and compliance requirements.

• Strong leadership and people management capabilities, with the ability to mentor, develop, and hold team members accountable.

• Exceptional written and verbal communication skills, capable of translating complex operational concepts for varied audiences.

• Strong analytical and problem-solving skills; adept at identifying root causes and implementing systemic solutions.

• Proven ability to manage multiple concurrent priorities in a fast-paced, remote work environment.

• Proficient in project management tools (e.g., Jira, Asana, Monday.com) and CRM/ticketing systems (e.g., TeamSupport).

🏝️ Benefits

• Medical, Dental, & Vision Coverage.

• Flexible Paid Time Off.

• 401(k) + Match.

• Education Assistance.

• Paid Maternity & Paternity Leave.

• Mental Health Support & Well-Being Program.

• Company-funded Lifestyle Spending Account.