[Remote] Manager, Merchant Operations

Note: The job is a remote job and is open to candidates in USA. PayTrace is a B2B payments expert transforming financial and accounting processes with advanced payment automation solutions. The Manager, Merchant Operations leads teams responsible for merchant onboarding and payment gateway configuration, ensuring a seamless merchant experience while driving strategic direction and continuous process improvement.ResponsibilitiesLead and guide Implementation Managers in overseeing end-to-end merchant onboarding from sales handover through go-live and Client Services transitionCoordinate internally with Sales, Underwriting, and Client Services, and externally with resellers and merchant partners, to ensure effective management and control processes for all payment processing implementationsServe as the primary escalation point for complex or high-risk merchant implementations, resolving issues that cannot be addressed at the IM levelLead, mentor, and develop a team of Implementation Managers and Merchant Operations SpecialistsConduct meetings, performance reviews, and coaching sessions to support employee growth and accountability, and oversee onboarding and trainingIdentify skills gaps and partner with HR and leadership to develop training plans and career growth pathwaysTranslate business requirements and strategic objectives into actionable implementation strategies and operational workflows, and oversee complex payment system integrationsLead the merchant screening and onboarding process at a strategic levelMonitor and analyze performance metrics across implementation timelines and conduct regular audits and risk assessments of merchant accounts and operational processesPartner with underwriting and risk teams on periodic merchant reviews, pended applications, and escalated compliance issues, serving as a bridge between sales, resellers, and underwritingIdentify and execute process improvements and maintain departmental accountability for SLA adherenceCommunicate proactively with internal stakeholders and external merchant partnersSupport resellers and high-value clients with high-touch engagement, ensuring timely issue resolution and long-term relationship healthSkillsHigh School Diploma or equivalentMinimum 5 years experience in payment processing with proven experience managing end-to-end merchant onboarding or implementation workflows in a payment gateway or processing environmentMinimum 2 years experience in a people management or team lead capacityDeep knowledge of payment processing ecosystems, including gateway platforms, ACH, credit card processing, and compliance requirementsStrong leadership and people management skills, with the ability to coach, develop, and hold team members accountableExcellent written and verbal communication skills, with the ability to translate complex operational concepts for diverse audiencesStrong analytical and problem-solving aptitude; ability to identify root causes and implement systemic solutionsDemonstrated ability to manage multiple concurrent priorities in a fast-paced, remote environmentProficiency with project management tools (e.g., Jira, Asana, Monday.com) and CRM/ticketing systems (e.g., TeamSupport)Bachelor's degree in Business, Finance, Operations, or a related disciplineExperience managing cross-functional teams in a remote or distributed environmentFamiliarity with credit Card and ACH processing, ISV/ERP integrations, or interchange optimization (Level II/III data)Experience with ISV partnership models, ERP integrations, and B2B accounts receivable automationFamiliarity with underwriting or compliance review processes in a payments or financial services contextExperience with Confluence or similar knowledge management platformsBenefitsMedical, Dental, & Vision CoverageFlexible Paid Time Off401(k) + MatchEducation AssistancePaid Maternity & Paternity LeaveMental Health Support & Well-Being ProgramCompany-funded Lifestyle Spending AccountQuarterly incentive planCompany OverviewPayTrace provides payments solutions for businesses. It was founded in 2004, and is headquartered in Spokane, Washington, USA, with a workforce of 51-200 employees. Its website is https://www.paytrace.net/.