Manager, Merchant Operations
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Job Description
Manager of Merchant Operations overseeing merchant onboarding and payment operations at PayTrace. Leading teams and managing relationships for B2B payment solutions in a remote setup.
Responsibilities:
- Lead and guide Implementation Managers in overseeing end-to-end merchant onboarding from sales handover through go-live and Client Services transition
- 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
- 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
- Communicate proactively with internal stakeholders and external merchant partners
Requirements:
- 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)
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
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