Product and Merchant Operations Account Manager
About The Position
10-4 is building the leading fuel savings and payments platform for owner-operators and small fleets. This role is critical to ensuring that platform works seamlessly—every transaction, every merchant, every time. We are looking for a Product & Merchant Operations Account Manager to own the operational performance of the 10-4 platform. This role sits at the intersection of merchant onboarding, product performance, and operational execution. You will be responsible for ensuring our merchant network is fully enabled, our product is performing as expected in the field, and that insights from day-to-day operations directly inform product strategy. You will partner closely with Product, Engineering (SRE), and Merchant teams to identify issues, drive resolution, and continuously improve the 10-4 experience for both drivers and merchants.
Requirements
- High merchant uptime and strong transaction success rates across the network
- Fast, effective resolution of product and merchant issues
- Clear, consistent feedback loop from operations → product → improved customer experience
- Scalable processes that support rapid growth in merchants, users, and transactions
Responsibilities
- Lead onboarding and activation of new 10-4 merchant partners and networks
- Own ongoing merchant support, including issue resolution, communication, and performance management
- Monitor merchant-level performance (e.g., authorization success, pump-level errors) and drive proactive improvements
- Build scalable processes for merchant engagement, issue tracking, and long-term remediation
- Act as the operational point of contact for product performance in-market
- Triage and prioritize issues in partnership with SRE and Engineering teams to ensure platform reliability
- Leverage transaction data, logs, and real-time signals to diagnose and resolve issues quickly
- Establish repeatable processes and tooling to improve speed and quality of issue resolution
- Translate operational insights (merchant issues, driver friction, failure points) into actionable product inputs
- Partner with Product Managers to shape roadmap priorities based on real-world usage and pain points
- Support execution rhythms (tickets, backlog grooming, Kanban flow) to ensure operational learnings turn into delivered outcomes
- Provide operational support for 10-4 pricing, including discount validation, issue resolution, and optimization
- Support execution and scaling of value-added services (e.g., tires, factoring, referrals)
- Help ensure pricing accuracy, consistency, and performance across the network
- Build and scale processes, documentation, and training to support internal teams and merchant partners
- Improve visibility into platform health, merchant performance, and operational KPIs
- Drive continuous improvement in how we operate, support, and scale the 10-4 platform
Benefits
- health, dental and vision insurances
- retirement savings plan
- paid time off
- health savings account
- flexible spending accounts
- life insurance
- disability insurance
- tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
