Manager, Merchant Operations

What You'll Do

• Lead and guide Implementation Managers in overseeing end-to-end merchant onboarding from sales handover through go-live and Client Services transition.
• Cook up and coordinate internally with Sales, Underwriting, and Client Services, and externally with resellers and merchant partners, to ensure effective management and control processes for all payment processing implementations.
• Serve as the primary escalation point for complex or high-risk merchant implementations, resolving issues that cannot be addressed at the IM level.
• Lead, mentor, and develop a team of Implementation Managers and Merchant Operations Specialists.
• Conduct meetings, performance reviews, and coaching sessions to support employee growth and accountability, and oversee onboarding and training.
• Identify skills gaps and partner with HR and leadership to develop training plans and career growth pathways.
• Translate business requirements and strategic objectives into actionable implementation strategies and operational workflows, and oversee complex payment system integrations.
• Lead the merchant screening and onboarding process at a strategic level.
• Monitor and analyze performance metrics across implementation timelines and conduct regular audits and risk assessments of merchant accounts and operational processes.
• Partner with underwriting and risk teams on periodic merchant reviews, pended applications, and escalated compliance issues, serving as a bridge between sales, resellers, and underwriting.
• Identify and execute process improvements and maintain departmental accountability for SLA adherence.
• Communicate proactively with internal stakeholders and external merchant partners.
• Support resellers and high-value clients with high-touch engagement, ensuring timely issue resolution and long-term relationship health.

What We Need From You

• A High School Diploma or equivalent.
• Minimum 5 years experience in payment processing with proven experience managing end-to-end merchant onboarding or implementation workflows in a payment gateway or processing environment.
• Minimum 2 years experience in a people management or team lead capacity.
• Deep knowledge of payment processing ecosystems, including gateway platforms, ACH, credit card processing, and compliance requirements.
• Strong leadership and people management skills, with the ability to coach, develop, and hold team members accountable.
• Excellent written and verbal communication skills, with the ability to translate complex operational concepts for diverse audiences.
• Strong analytical and problem-solving aptitude; ability to identify root causes and implement systemic solutions.
• Demonstrated ability to manage multiple concurrent priorities in a fast-paced, remote environment.
• Proficiency with project management tools (e.g., Jira, Asana, Monday.com) and CRM/ticketing systems (e.g., TeamSupport).

Preferred

• Bachelor’s degree in Business, Finance, Operations, or a related discipline.
• Experience managing cross-functional teams in a remote or distributed environment.
• Familiarity with credit Card and ACH processing, ISV/ERP integrations, or interchange optimization (Level II/III data).
• Experience with ISV partnership models, ERP integrations, and B2B accounts receivable automation.
• Familiarity with underwriting or compliance review processes in a payments or financial services context.
• Experience with Confluence or similar knowledge management platforms.

What We Offer

• A comprehensive benefits package that enables our teams to live a life well lived, both personally and professionally.
• 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
• Salary Range: Base salary of $80,000- $120,000 plus quarterly incentive plan. Pay within this range varies by work location and on job-related knowledge, skills, and experience.