Manager, Merchant Operations in United States at Jobgether

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Merchant Operations based in United States.

This role sits at the center of merchant onboarding and implementation within a fast-paced payments environment, ensuring a seamless journey from signed agreement through go-live and ongoing operational support. It combines hands-on operational leadership with strategic oversight of implementation workflows, payment gateway configurations, and cross-functional coordination. The position plays a critical role in delivering a high-quality merchant experience while balancing speed, compliance, and risk management. It requires close collaboration with Sales, Underwriting, Client Services, and external partners to ensure smooth execution of payment processing solutions. As a key escalation point, the role addresses complex onboarding and integration challenges while driving continuous improvement across systems and processes. This is a high-impact leadership role focused on operational excellence, team development, and scalable growth in a dynamic B2B payments environment.

• 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.

• 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.

• Base salary range: $80,000–$120,000, plus quarterly incentive plan based on performance.
• Medical, dental, and vision insurance coverage.
• Flexible paid time off to support work-life balance.
• 401(k) retirement plan with company match.
• Paid maternity and paternity leave.
• Mental health support and well-being programs.
• Education assistance for continued learning and professional development.
• Company-funded lifestyle spending account.