Note: The job is a remote job and is open to candidates in USA. PayTrace is a B2B payments expert transforming financial and accounting processes with advanced payment automation solutions. The Manager, Merchant Operations leads teams responsible for merchant onboarding and payment gateway configuration, ensuring a seamless merchant experience while driving strategic direction and continuous process improvement.
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
- 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
Skills
- 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)
- 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
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
- Quarterly incentive plan
Company Overview
PayTrace provides payments solutions for businesses. It was founded in 2004, and is headquartered in Spokane, Washington, USA, with a workforce of 51-200 employees. Its website is https://www.paytrace.net/.