Director of Merchant Operations

The Director of Merchant Operations is responsible for leading and optimizing the merchant operations function, ensuring that merchants are onboarded efficiently, supported effectively, and retain a high level of satisfaction. This role includes managing the operational processes that drive merchant acquisition, success, and growth.

• Lead and oversee merchant operations, including merchant onboarding, support, and lifecycle management.
• Collaborate with cross-functional teams (sales, product, tech) to drive improvements in merchant experience and satisfaction
• Develop and implement operational strategies to improve merchant performance and reduce operational friction.
• Monitor key metrics and KPIs to ensure optimal merchant performance and resolve operational issues.
• Manage and mentor a team of merchant operations professionals.
• Act as the point of contact for high-value merchant partners to ensure their needs are met and challenges addressed.
• Establish process improvements and operational efficiencies to enhance the merchant experience.

• Participate in the identification and recruitment of key talents for their respective Department
• Manage, guide and assist direct reports to perform their functional operations in accordance with set policies and procedures
• Set performance objectives, provide necessary support, evaluate/appraise the team and provide regular feedback on performance
• Uphold a high-performance working environment and promote the Organization’s Values