[Remote] Manager, Merchant Operations

Note: The job is a remote job and is open to candidates in USA. CWA Merchant Services is a B2B payments expert transforming financial and accounting processes. The Manager, Merchant Operations will lead teams responsible for merchant onboarding, payment gateway configuration, and operational support, ensuring a seamless experience for merchants.

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

Company Overview