Supervisor, Merchant Operations (Remote)

Neumo Holdings LLC• AL, US, VA

3d•Remote

About The Position

Responsible for building and leading the Merchant Operations function within the Payments business unit. This role owns the end-to-end merchant lifecycle — from onboarding and MID management to chargeback resolution, reconciliation, settlement, and device asset management — with responsibility for operational accuracy, process consistency, and scalable execution across Merchant Operations workflows while developing a team of 3–4 direct reports. Sitting at the center of payments operations, this role drives process standardization, merchant data integrity, and operational scalability as Neumo consolidates its payments platform.

Requirements

Bachelor’s degree in business, Accounting, Finance, or a related field; equivalent work experience may be considered
4+ years of experience in merchant services, payments, banking operations, reconciliation, or a related field
Experience operating across multiple payment processing environments
Experience with chargeback management and dispute resolution processes
Experience operating within a registered PayFac or multi-processor payments environment
Demonstrated functional ownership across the merchant payment lifecycle
Strong analytical and problem-solving skills with attention to operational detail
Ability to manage high-volume operational workflows while maintaining accuracy
Effective communicator across technical and non-technical stakeholders
Background in payments operations within a SaaS or fintech environment
Payment Operations Expertise — Deep knowledge of the merchant payment lifecycle, including onboarding, chargeback management, reconciliation, and settlement across multiple processing environments.
People Leadership & Development — Ability to coach, manage, and build team capacity in a scaling operational environment.
Process Standardization & Documentation — Proven ability to develop, maintain, and improve standard operating procedures that drive consistency and scalability.
Analytical & Risk Mindset — Strong ability to identify operational risks, monitor performance against industry benchmarks, and drive data-informed decisions.
Operational Innovation — Demonstrated ability to identify inefficiencies and champion improvements that reduce cost, increase effectiveness, and support organizational growth.

Nice To Haves

Proven ability to lead or mentor others; prior supervisory experience preferred

Responsibilities

Lead, coach, and manage a team of 3–4 Merchant Operations analysts.
Build team capacity and capability to support a scaling payments operation.
Establish performance expectations, operational priorities, and workflow accountability across the Merchant Operations team.
Oversee merchant onboarding and MID creation and management across processing environments, including Chase PayFac.
Maintain merchant data integrity, including updates to bank accounts, processing limits, merchant configurations, and other record changes across processing environments.
Ensure merchant records remain accurate, complete, and audit-ready across processing environments.
Manage chargeback intake, response, and resolution workflows; track and report chargeback activity to support existing operational KPI reporting and ensure dispute rates remain within industry thresholds.
Own daily reconciliation and settlement operations, ensuring accuracy and timely exception resolution.
Monitor reconciliation exceptions, settlement variances, and operational discrepancies to ensure timely resolution.
Establish and maintain device asset management processes, procedures, and documentation to support P2PE validation compliance and device lifecycle governance requirements.
Coordinate with technical SMEs on device issues as needed; Merchant Operations owns asset management, not device troubleshooting.
Drive process standardization, optimization and documentation as the payments platform consolidates.
Identify and champion operational innovations that drive efficiency, reduce costs, and improve scalability across the Merchant Operations function.
Serve as an escalation point for operational risk and cross-functional payment lifecycle questions.
Identify opportunities and partner cross-functionally to improve operational efficiency, reduce manual effort, and strengthen operational controls.