Payments Manager, Merchant Onboarding

PAR Technology•New Hartford, NY

2d•$90,000 - $107,000•Remote

About The Position

PAR Technology is a leading SaaS provider serving the restaurant and hospitality industry, and payments is central to how our merchants operate and grow. We're looking for a Payments Manager, Merchant Onboarding to own the critical path between commercial close and a merchant going live on our payments platform. In this role, you'll lead the merchant onboarding lifecycle from handover by Sales through to operational readiness — taking a merchant from signed to onboarded, configured, trained, and transacting. You'll work in close partnership with colleagues who own underwriting and post-go-live stabilization, serving as the connective tissue between those functions and the commercial teams. You'll also serve as PAR's internal center of expertise on payments processes, gateway configuration, and PSP/merchant acquisition solutions — and you'll bring an AI-forward mindset to how that expertise gets built, documented, and scaled. You'll manage a team of two onboarding specialists and be expected to be both a hands-on leader and a subject matter expert who actively explores how AI tools can make your team faster, sharper, and more consistent.

Requirements

4–8 years of experience in payments, payment operations, merchant onboarding, fintech operations, or a related field
Deep working knowledge of payment gateways, merchant acquiring, and processor configurations
Hands-on experience with KYC/KYB processes and payment compliance requirements
Proven ability to manage complex, cross-functional onboarding projects with multiple stakeholders and tight timelines
Experience in restaurant, hospitality, POS, or integrated payments environments strongly preferred
Strong commercial instincts — you understand how onboarding decisions affect merchant satisfaction, revenue, and long-term retention
Demonstrated curiosity and comfort with AI tools; experience applying AI to improve operational workflows is a meaningful plus
Excellent communication skills; comfortable engaging directly with merchants and senior internal stakeholders alike
Prior experience managing or mentoring a small team
CRM experience (Salesforce preferred); familiarity with onboarding or project management tools a plus

Responsibilities

Own end-to-end onboarding execution from commercial handover to go-live, ensuring every merchant is accurately configured and ready to transact on time
Coordinate across Sales, Underwriting, Compliance, and Product to keep onboarding timelines on track and escalations resolved quickly
Serve as the direct point of contact for merchants during onboarding — setting clear expectations, communicating status proactively, and resolving issues before they become blockers
Manage account configuration including processing parameters, settlement structures, gateway provisioning, and reporting setup
Maintain a clean handoff to the post-go-live stabilization team, ensuring full documentation of each merchant's setup
Leverage AI tools to streamline merchant communications, automate status tracking, and accelerate configuration workflows wherever possible
Serve as PAR's internal center of expertise on payment gateway operations, merchant acquiring, and onboarding compliance requirements (KYC/KYB, card network rules, tokenization, regulatory standards)
Advise Sales and Account Management on how to structure deals that are commercially attractive and operationally executable
Build and maintain onboarding playbooks, process documentation, and training materials — using AI-assisted tools to keep them current, searchable, and scalable
Analyze onboarding data and SLA metrics to identify friction points and drive continuous improvement; apply AI-driven analytics to surface patterns and prioritize fixes faster
Educate internal teams on regulatory updates, processor changes, and evolving scheme requirements
Stay current on emerging AI applications in payments and onboarding, and bring forward concrete recommendations for adoption
Manage, coach, and develop a team of two onboarding specialists through regular 1:1s, performance feedback, and skills development
Actively build your team's AI fluency — embedding AI tools into daily workflows and creating space to experiment, learn, and iterate
Monitor team workload, queue health, and SLA adherence — escalating where needed and removing blockers proactively
Conduct regular quality audits on onboarding work to ensure accuracy and compliance readiness