Merchant Servicing Director / Vice President

ClarityPay•New York City, NY

17d•$150,000 - $170,000

About The Position

About Us: We give businesses and their customers peace of mind by solving complex credit challenges with precision, speed, and intelligence, combining deep expertise with advanced technology, to simplify the experience and deliver better outcomes, every time. We're a fast-growing fintech empowering enterprise merchants with smarter, more adaptive pay-over-time solutions. From point-of-sale financing to “Buy Now, Pay Later” programs and loyalty integrated offers, we’re building configurable credit tools that help businesses serve more of their customers. We value teamwork, clarity of purpose, and rigorous attention to data to drive action. We balance speed and excellence to deliver an exceptional customer experience. Role Overview: As the Director/VP of Merchant Operations at ClarityPay, you will be the architect of our merchant success ecosystem. You will own the end-to-end lifecycle of merchant servicing—from defining pre-launch operational strategies to executing post-launch excellence. This is not a passive support role; it is a strategic leadership position requiring you to map complex processes and engage cross-functionally to resolve critical inquiries regarding disputes and quality assurance. You will build and lead a high-performing merchant servicing team dedicated to speed and precision. By leveraging rigorous data analysis, you will define our success metrics, setting and executing the strategy to outperform merchant expectations and satisfaction indices. Crucially, you will drive the next phase of our operational evolution by championing the adoption of Generative AI to modernize our workflows. You will build sophisticated "Human-in-the-Loop" systems that scale our capacity without sacrificing precision.

Requirements

Experience: 8-10+ years of experience in Operations, Customer Success, or Strategy, with at least 3 years in a leadership role within FinTech, Payments, or B2B SaaS.
Tech-Forward Mindset: A strong interest or proven track record in leveraging technology to scale operations. You are excited about the potential of LLMs/Gen AI to transform manual workflows and have the logical mindset to help build these frameworks.
Process Engineering: You have a history of breaking down complex, messy problems into structured, scalable processes (Six Sigma or Kaizen experience is a plus). You don’t just put out fires; you build fire-prevention systems.
Data-Driven Decision Making: You are comfortable working with data to drive action. You move beyond anecdotal evidence and look to the numbers to define "success" and optimize team performance.
Stakeholder Management: Exceptional communication skills with the ability to navigate difficult conversations with enterprise merchants and internal engineering/product teams alike.

Nice To Haves

Regulatory & Dispute Knowledge: Familiarity with merchant disputes, chargeback flows, or credit servicing regulations is highly preferred.

Responsibilities

Strategic Leadership & Execution: Own the holistic vision for merchant servicing. Translate high-level business goals into actionable strategies that ensure our enterprise merchants experience precision and speed at every touchpoint.
Operational Innovation & AI Integration: Lead the initiative to streamline workflows using Generative AI and automation tools. You will design and implement "Human-in-the-Loop" systems that automate routine processing while ensuring expert oversight for complex decision-making.
Process Architecture: Design the operational blueprint prior to merchant launch. Map detailed workflows to service requests and serve as the internal quarterback, engaging Product, Engineering, and Sales to resolve complex merchant questions efficiently.
Dispute Resolution Management: Lead the engagement framework for resolving end-customer disputes, specifically managing complexities regarding the delivery and quality of goods. Ensure friction points are handled with fairness and compliance to protect the merchant relationship.
Performance Metrics: Define the KPIs that drive our organization. Utilize data to monitor health, identify bottlenecks, and execute targeted strategies to consistently beat Merchant Satisfaction (CSAT/NPS) benchmarks.
Team Development: Build, mentor, and lead a best-in-class merchant servicing team. Foster a culture of accountability, data fluency, and continuous improvement.