Merchant Monitoring Manager

TabaPay•Palo Alto, CA

8d•Onsite

About The Position

The Manager, Merchant Monitoring Operations leads the day-to-day operations of TabaPay’s ongoing merchant monitoring function. The role oversees monitoring programs throughout the merchant lifecycle, ensuring reviews, validations, documentation, reporting, escalations, and follow-up are completed accurately, consistently, and within established service levels. This is an operational, process-focused leadership role responsible for team capacity and workload, review schedules and queues, service levels, backlogs, merchant outreach, persistent monitoring workflows, cross-functional dependencies, quality, reporting, and operational performance. The manager leads a team of Merchant Monitoring professionals and works closely with Client Success, Customer Due Diligence, Finance, Legal, Information Security, Fraud, and other stakeholders. The role is based at either TabaPay’s Palo Alto, California headquarters or its New York office. The stated pay range is $140,000; base pay may vary based on job-related knowledge, skills, and experience.

Requirements

At least 7 years of experience in operations, risk operations, merchant operations, payments, financial services, fintech, compliance operations, or a related field.
At least 3 years of experience leading teams in a high-volume, deadline-driven operational environment.
Demonstrated experience managing operational workflows, workloads, service levels, backlogs, and performance.
Strong people leadership, coaching, and performance-management capabilities.
Strong analytical and problem-solving skills, including the ability to use operational data to identify issues and drive improvements.
Ability to manage multiple programs and competing priorities while maintaining attention to quality and detail.
Strong written and verbal communication skills and demonstrated ability to drive action across multiple teams and stakeholders.

Nice To Haves

Familiarity with merchant monitoring, ongoing due diligence, PCI DSS, card-network requirements, or related risk and compliance activities.
Familiarity with persistent merchant monitoring platforms, tools, and alert-management workflows, such as G2 or similar solutions.
Experience managing recurring operational, risk, compliance, or partner reporting processes.
Experience with workflow, case-management, and operational reporting platforms.
Experience implementing process automation, workflow optimization, or AI-enabled operational capabilities.

Responsibilities

Lead the day-to-day execution of ongoing merchant monitoring programs and associated workflows.
Manage the end-to-end monitoring lifecycle, including scheduling, merchant outreach, documentation collection, review and validation, escalation, disposition, evidence retention, reporting, and closeout.
Ensure monitoring activities meet applicable program requirements, risk-based frequencies, and established service levels.
Manage workload, review queues, aging, and team capacity; establish management routines to identify blockers, prioritize work, and drive completion.
Oversee persistent merchant monitoring tools and alerts, ensuring workflows are managed, documented, assigned, investigated, escalated, and resolved.
Oversee periodic and annual reviews of business and ownership information, products and use cases, financial and credit risk, contractual compliance, and applicable AML, sanctions, regulatory, and licensing controls.
Oversee collection and validation of current PCI DSS compliance documentation and status based on applicable requirements.
Verify and monitor merchant business activity against applicable network program requirements and prohibited activities, including specialty merchant programs.
Support implementation and ongoing execution of new or evolving regulatory, network, contractual, risk, or compliance monitoring requirements.
Translate program-specific requirements into operating procedures, review schedules, workflows, documentation standards, escalation paths, and reporting.
Lead, coach, and develop the merchant monitoring team; own performance against service levels and completion requirements.
Monitor operational metrics including volume, throughput, aging, backlog, service-level performance, and reviewer capacity.
Remediate overdue or incomplete monitoring activities using risk- and aging-based prioritization.
Oversee timely and accurate recurring merchant monitoring reports for bank partners and other stakeholders, including monthly and quarterly reporting processes.
Establish ownership, timelines, procedures, and quality standards for monitoring reports; coordinate resolution of data gaps and discrepancies.
Improve and automate recurring reporting while maintaining controls and data quality.
Ensure monitoring follows policies, procedures, program requirements, and documentation standards, including standards for evidence, risk reassessment, disposition, and system updates.
Track operational escalations and cross-functional dependencies through resolution.
Partner with subject-matter experts to convert policy, regulatory, network, and program requirements into executable processes.
Identify and implement improvements to efficiency, consistency, and scalability of monitoring workflows.
Identify opportunities to use automation and AI for document intake and review, summarization, evidence collection, persistent monitoring, reporting, workflow management, and quality control.