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

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)

Manager, Merchant Operations

Key skills