Manager, Merchant Operations & Productivity

Western Union•Austin, TX

6d•Hybrid

About The Position

The Manager, Merchant Operations & Productivity, is responsible for driving operational excellence through technology innovation and performance optimization across merchant partnerships. This role shifts the traditional support model into a proactive, data-driven function focused on improving merchant productivity, accelerating adoption of platform capabilities, and delivering scalable technology enhancements. The role acts as a strategic bridge between merchants, operations, and product/technology teams—ensuring tools, processes, and insights are aligned to maximize merchant growth, engagement, and efficiency.

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
Applicants must be currently authorized to work in the United States on a full-time basis.
Applicants must be based in Atlanta or willing to relocate to Atlanta to work from the Atlanta office a minimum of three days a week.

Responsibilities

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