Manager, Merchant Operations

NorthAB LLC•Remote work MI, MI

5d•$80,000 - $120,000•Remote

About The Position

PayTrace by North is a B2B payments expert that transforms financial and accounting processes to future-proof businesses. With advanced payment automation solutions and a user-friendly API, they help B2B companies become more efficient, successful, and profitable. The Manager, Merchant Operations leads the teams responsible for end-to-end merchant onboarding, payment gateway configuration, and ongoing operational support at PayTrace. This role oversees Implementation Managers and Merchant Operations Specialists, ensuring both teams operate cohesively to deliver a seamless, 5-star merchant experience from signed agreement through go-live and beyond. The ideal candidate is a leader who sets the strategic direction for the team, drives continuous process improvement, manages departmental risk and compliance, and fosters a high-performance team culture. This individual serves as a key escalation point, cross-functional collaborator, and advocate for both internal teams and external merchant partners.

Requirements

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).

Nice To Haves

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.

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.