Director of Merchant Operations
Job Summary
Our client is seeking a strategic and results-driven Director of Merchant Operations to lead and optimize daily operations across the merchant lifecycle. This role will play a critical part in delivering a seamless, efficient experience for merchants—spanning onboarding, activation, support, and performance management.
As a key member of the leadership team, you'll bring a deep understanding of merchant services, operational strategy, data analytics, and team leadership. This individual will oversee the Sales Operations function and work closely with cross-functional leaders to help craft an exceptional customer experience that supports growth, retention, and operational excellence.
Essential Duties & Responsibilities
- Sales Operations Ownership
- Lead and continuously improve the end-to-end sales support function—including merchant and ACH application processes, underwriting, boarding, activation, and retention strategies.
- Operational Strategy & Cross-Functional Collaboration
- Work closely with internal stakeholders (sales, marketing, customer service, product, etc.) to align operational initiatives with broader business goals.
- Process Optimization
- Identify and implement efficiencies across the merchant journey. Leverage data insights to enhance visibility, reduce costs, and deliver a frictionless merchant experience.
- Merchant & Partner Relationship Management
- Cultivate strong relationships with key merchants and partners. Address concerns proactively while collaborating with sales, client services, and relationship management teams to uncover growth opportunities.
- Team Leadership & Development
- Recruit, mentor, and lead a high-performing operations team. Establish performance metrics, provide coaching, and foster a collaborative, innovative culture centered on accountability and results.
- Performance Analytics & Reporting
- Monitor and analyze merchant data to identify trends, challenges, and opportunities. Deliver actionable insights and performance reports to senior leadership to guide strategic decisions.
- Risk & Compliance Oversight
- Ensure merchant operations align with all legal, regulatory, and internal compliance standards. Proactively identify potential risks and develop mitigation strategies.
- Technology & Tools Enablement
- Partner with the technology team to ensure merchant systems and tools are modern, efficient, and scalable. Stay current on emerging tech trends and introduce innovations that improve operational workflows.
Education & Experience
- Bachelor’s degree in Business, Operations Management, or a related field (MBA preferred).
- 8+ years of experience in merchant operations, e-commerce, or similar industries.
- Minimum of 5 years in a leadership or management role.
Knowledge, Skills & Abilities
- Proven success leading cross-functional teams and improving operational workflows.
- Deep understanding of merchant processing systems and tools (e.g., CRM, data analytics platforms).
- Solid expertise in underwriting, interchange, statement analysis, and pricing strategies.
- Excellent communication, negotiation, and conflict resolution skills.
- Strong analytical mindset with the ability to convert data into strategic action.
- Ability to thrive in a fast-paced, dynamic environment with shifting priorities.
- In-depth knowledge of merchant operations trends, regulations, and best practices.
- Confident presenter with the ability to engage all levels of stakeholders, including C-suite.
- Effective written communicator—especially in email responses, RFPs, and reporting.
Additional Information
- Direct Reports: Yes
- Travel Requirements: Yes
- Licenses/Certifications: Not required