Manager, Merchant Operations – Productivity

Role Overview

• Own and drive merchant productivity metrics, including transaction volume, engagement, and activation rates
• Identify underperforming or dormant locations; design and execute reactivation strategies
• Analyze performance trends to uncover opportunities for revenue growth and operational efficiency
• Partner with merchant stakeholders to implement productivity improvement plans and best practices
• Serve as the primary operations liaison to product and engineering teams
• Identify opportunities to enhance merchant-facing tools, integrations, and workflows
• Translate merchant and operational needs into actionable product requirements
• Champion adoption of new technology features and ensure successful rollout across merchant base
• Continuously evaluate and improve internal tools to streamline support and operations
• Develop dashboards and reporting to monitor merchant performance and operational health
• Leverage data to prioritize enhancements, optimize processes, and inform decision-making
• Define KPIs that align technology investments with merchant productivity outcomes
• Conduct root cause analysis on performance gaps and operational issues
• Redesign workflows to reduce friction in merchant onboarding, support, and maintenance
• Automate and scale manual processes where possible
• Standardize best practices across regions and merchant segments
• Ensure consistent, high-quality execution across all merchant touchpoints
• Act as a trusted advisor to merchant partners on technology utilization and growth strategies
• Collaborate cross-functionally with Product, Engineering, Customer Support, and Sales
• Communicate priorities, progress, and outcomes to senior leadership
• Influence roadmap decisions through operational insights and merchant feedback
• Shift focus from handling day-to-day support requests to preventing issues through better tools and processes
• Build self-service capabilities for merchants and internal teams
• Use insights to anticipate needs and proactively deliver solutions

Requirements

• Bachelor’s degree in Computer Science, Engineering, Project Management, Operations Management, or Business Administration preferred
• 5–7+ years in operations, merchant services, product operations, or related roles
• Experience working with technology platforms, integrations, or digital products
• Proven track record of driving performance improvements through data and process optimization
• Experience in fintech, payments, marketplaces, or merchant ecosystems
• Familiarity with CRM, POS systems, APIs, or merchant platforms
• Exposure to product lifecycle or agile development environments
• Strong analytical and problem-solving capabilities
• Ability to translate business needs into technical requirements
• Experience with performance metrics, dashboards, and reporting tools
• Excellent stakeholder management and communication skills
• Process design and continuous improvement mindset

Benefits

• Paid Time off
• Medical, Dental and Life Insurance
• Parental Leave
• Global Adoption Assistance
• 401K plan
• Short-term incentives
• Multiple health insurance options
• Accident and life insurance
• Access to best-in-class development platforms