Director, Merchant Operations

Director, Merchant Operations

PayTrace by North - Remote

 PayTrace is committed to providing easy-to-use payment solutions and merchant services, with built-in PCI compliance and security, and 5-star service. Payment and ACH processing, virtual terminals, and more.

The Director of Merchant Operations at PayTrace will oversee and optimize the daily operations related to our merchant relationships, ensuring a seamless and efficient process across onboarding, support, and performance management of the entire portfolio. This leadership role will require strong expertise in operational strategy, merchant services, data analysis, and team management to enhance merchant satisfaction, improve operational efficiencies, and drive overall growth for the business. This role will oversee PayTrace’s Sales Operations teams, and work closely with other department leaders to create a unique PayTrace customer experience.

What you'll be doing:

• Ownership of Sales Operations: Accountable for developing and evolving PayTrace’s sales support processes, including the merchant and ACH application processes, underwriting, boarding, activating, post activation activities and retention efforts.
• Operational Strategy and Leadership: Collaborate with cross-functional teams (sales, marketing, customer service, product, etc…) to align operational initiatives with business objectives.
• Process Optimization: Identify and implement process improvements that enhance operational efficiency, reduce costs, and improve the overall merchant experience. Optimize systems for managing the merchant lifecycle, including onboarding, activation, and post activation processes. Leverage data driven insights to streamline operations, increase visibility and improve decision making.
• Merchant and Partner Relationship Management: Foster strong relationships with key merchants and partners, addressing issues, concerns, and inquiries in a timely manner. Ensure smooth and effective merchant communication and provide ongoing support for their needs. Collaborate with the sales, relationship management and client services teams to identify opportunities for growth with existing and new merchants and partners.
• Team Management and Development: Build, lead, and mentor a high-performing operations team, ensuring team members have the tools and support needed to succeed. Establish performance metrics for team members and provide coaching to improve performance. Promote a collaborative and innovative team culture that encourages accountability and excellence.
• Performance Analytics and Reporting: Analyze merchant data to identify trends, opportunities, and challenges in the business. Create and deliver regular reports to senior leadership, providing insights into merchant performance, issues, and operational improvements. Develop actionable recommendations based on data analysis to drive improvements in merchant satisfaction and operational efficiency.
• Risk Management and Compliance: Ensure that all merchant-related activities comply with legal, regulatory, and internal policies. Identify potential risks related to merchant relationships or operations and proactively develop mitigation strategies.
• Technology and Tools: Work closely with the technology team to ensure that merchant management systems and tools are up to date and meet operational needs. Stay informed on emerging technologies and trends in merchant operations to bring innovative solutions to the company. Design and implement tools and systems as needed to help support merchant operations initiatives.

What we need from you:

• Bachelor's degree or MBA in Business, Operations Management, or a related field
• 8+ years of experience in merchant operations, e-commerce, or related fields
• 5+ years of experience in a leadership role, preferably leading merchant operations, or related fields
• Strong experience in managing cross-functional teams, optimizing operational processes, and driving business growth.
• Proficiency with merchant management systems, CRM tools, and data analytics software.
• Proficient knowledgebase of merchant processing components, such as underwriting/risk, interchange, statement analysis, pricing, etc…
• Excellent communication and negotiation skills, with the ability to manage complex relationships and resolve conflicts effectively.
• Strong analytical skills with the ability to translate data insights into actionable strategies.
• Ability to work in a fast-paced, evolving environment and manage multiple priorities simultaneously.
• Knowledge of industry trends, regulations, and best practices in merchant operations.
• Must possess strong presentation skills and be comfortable presenting to all levels within an organization, including C-level leadership.
• Must be able to communicate effectively in written responses to emails, RFPs, and when submitting reports.

Salary Range: $110,000-$150,000

Pay within this range varies by work location and on job-related knowledge, skills, and experience. We look forward to discussing your salary expectations and our full total rewards offerings throughout the interview process.

Please note: North is a US-based company and no sponsorship is available for this position at this time.

Who we are:

PayTrace by North, your B2B payments experts, transforms financial and accounting processes to future-proof your business. With advanced payment automation solutions and a user-friendly API, they help B2B companies become more efficient, successful, and profitable. Processing more than $48 billion in payment transactions,

At North, we celebrate diversity and create an inclusive environment for everyone. We are an equal-opportunity employer.

To learn more about North and our family of companies, visit our website: https://www.north.com/company/about/our-companies-brands