Payments Manager, Merchant Onboarding

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

📋 Description

• Take charge of the complete onboarding process from commercial handover to go-live, ensuring that each merchant is properly configured and ready to start transactions on schedule.

• Collaborate across Sales, Underwriting, Compliance, and Product teams to keep onboarding timelines on track and swiftly resolve any escalations.

• Act as the primary contact for merchants throughout the onboarding phase — establishing clear expectations, proactively communicating status, and addressing issues before they escalate.

• Oversee account configuration, including processing parameters, settlement structures, gateway provisioning, and reporting setup.

• Ensure a smooth transition to the post-go-live stabilization team by fully documenting each merchant's setup.

• Utilize AI tools to enhance merchant communications, automate status tracking, and expedite configuration workflows whenever feasible.

• Function as PAR's internal expert on payment gateway operations, merchant acquiring, and onboarding compliance requirements (KYC/KYB, card network rules, tokenization, regulatory standards).

• Provide guidance to Sales and Account Management on structuring deals that are both commercially appealing and operationally viable.

• Develop and maintain onboarding playbooks, process documentation, and training materials — using AI-assisted tools to keep them updated, searchable, and scalable.

• Analyze onboarding data and SLA metrics to pinpoint friction points and drive continuous improvement; leverage AI-driven analytics to uncover patterns and prioritize solutions more rapidly.

• Inform internal teams of regulatory updates, processor changes, and evolving scheme requirements.

• Stay informed about emerging AI applications in payments and onboarding, and present actionable recommendations for implementation.

• Manage, mentor, and develop a team of two onboarding specialists through regular one-on-one meetings, performance feedback, and skills development.

• Actively enhance your team's proficiency with AI — integrating AI tools into daily tasks and fostering an environment for experimentation, learning, and iteration.

• Monitor team workload, queue health, and SLA compliance — escalating issues as necessary and proactively removing obstacles.

• Conduct regular quality audits of onboarding activities to ensure accuracy and readiness for compliance.

⛳️ Requirements

• 4–8 years of experience in payments, payment operations, merchant onboarding, fintech operations, or a similar field.

• In-depth knowledge of payment gateways, merchant acquiring, and processor configurations.

• Practical experience with KYC/KYB processes and payment compliance requirements.

• Proven track record of managing complex, cross-functional onboarding projects involving multiple stakeholders and strict timelines.

• Experience in restaurant, hospitality, POS, or integrated payments environments is highly preferred.

• Strong commercial acumen — understanding how onboarding decisions impact merchant satisfaction, revenue, and long-term retention.

• Demonstrated curiosity and comfort with AI tools; experience utilizing AI to enhance operational workflows is a significant advantage.

• Excellent communication skills; capable of engaging directly with both merchants and senior internal stakeholders.

• Previous experience in managing or mentoring a small team.

• Familiarity with CRM systems (Salesforce preferred); knowledge of onboarding or project management tools is a plus.

🏝️ Benefits

• Offers Bonus