Sr Manager, Merchant Servicing – Point of Sale

LendingClub•Lehi, UT

29d•Hybrid

About The Position

The Senior Manager, Merchant & Partner Success – Point of Sale is a senior people leader responsible for shaping strategy, setting operating cadence, and delivering results for LendingClub’s merchant servicing organization. This team supports Point of Sale (POS) financing across big-purchase verticals, including home improvement, medical and dental, retail, and service professionals. This role owns team performance, cross-functional influence, and measurable business outcomes. You’ll translate company strategy into execution by building scalable servicing models that drive merchant adoption, utilization, satisfaction, and long-term retention while supporting LendingClub’s growth plans.

Requirements

8+ years of experience in B2B partner success, merchant services, account management, or client operations
3+ years of experience leading managers and building scalable teams
Experience in financial services, payments, POS financing, or adjacent industries strongly preferred
Proven success owning KPIs tied to adoption, utilization, retention, and customer satisfaction
Strong executive presence with the ability to influence senior stakeholders
Data-driven mindset with comfort balancing strategy and hands-on execution
Bachelor’s degree in a related field; or equivalent work experience

Responsibilities

People & Organizational Leadership
Lead, develop, and scale a multi-level Merchant & Partner Success organization, including managers and frontline specialists
Set clear expectations aligned to LendingClub leadership behaviors, accountability, and operational rigor
Build talent development plans, succession strategies, and coaching frameworks to strengthen performance at every level
Foster a culture of ownership, continuous improvement, and customer-first decision making
Merchant Lifecycle & Servicing Strategy
Own the end-to-end merchant servicing lifecycle, from onboarding and activation through ongoing support and retention
Define engagement models across merchant segments, including strategic, high-volume, and long-tail partners
Ensure consistent onboarding and training experiences that accelerate time-to-first-transaction and time-to-value
Oversee complex issue resolution and escalations to drive timely outcomes and strong merchant satisfaction
Performance Management & Metrics
Establish and manage core merchant servicing KPIs, including – Merchant activation and utilization – Time-to-first-transaction – Merchant retention and churn – NPS and CSAT – Conversion lift attributable to financing – Average ticket size growth – First-contact resolution and SLA adherence
Use data to identify trends, root causes, and opportunities for improvement
Lead regular operational reviews and performance reporting for senior leadership
Cross-Functional Leadership
Act as the voice of the merchant across Sales, Product, Operations, Risk, Compliance, and Technology
Partner closely with Sales to support seamless handoffs, expansion opportunities, and aligned incentives
Translate merchant insights into actionable product, process, and experience improvements
Lead or sponsor cross-functional initiatives that improve merchant experience, scalability, and profitability
Strategic Planning & Execution
Own the Merchant & Partner Success roadmap in support of LendingClub’s POS growth strategy
Identify and implement tooling, automation, and workflow improvements to drive efficiency and scale
Support executive planning with insights, business cases, and outcome-based recommendations
Represent Merchant & Partner Success in leadership forums and strategic discussions