Manager, Merchant Operations

About this role

Manager, Merchant Operations

PayTrace - Remote

*PayTrace by North - Payment and ACH processing, virtual terminals, and more. The* B2B payments expert transforming financial and accounting processes to future-proof your business. With advanced payment automation solutions and a user-friendly API, we help B2B companies become more efficient, successful, and profitable.

Our Manager, Merchant Operations leads the teams responsible for end-to-end merchant onboarding, payment gateway configuration, and ongoing operational support at PayTrace. This roleoversees Implementation Managers and Merchant Operations Specialists, ensuring both teams operate cohesively to deliver a seamless, 5-star merchant experience from signed agreement through go-live and beyond.

We are seeking a leader who sets the strategic direction for the team, drives continuous process improvement, manages departmental risk and compliance, and fosters a high-performance team culture. This individual serves as a key escalation point, cross-functional collaborator, and advocate for both internal teams and external merchant partners.

What you'll do:

Implementation Department Leadership

• Lead and guide Implementation Managers in overseeing end-to-end merchant onboarding from sales handover through go-live and Client Services transition.
• Coordinate 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 implementations.
• Serve as the primary escalation point for complex or high-risk merchant implementations, resolving issues that cannot be addressed at the IM level**.**
• Lead, mentor, and develop a team of Implementation Managers and Merchant Operations Specialists.
• Conduct meetings, performance reviews, and coaching sessions to support employee growth and accountability, and oversee onboarding and training.
• Identify skills gaps and partne...