Partner Service Manager

Role Overview

• Own and drive merchant productivity metrics, including transaction volume, engagement, and activation rates
• Identify underperforming or dormant locations; design and execute reactivation strategies
• Analyze performance trends to uncover opportunities for revenue growth and operational efficiency
• Partner with merchant stakeholders to implement productivity improvement plans and best practices
• Serve as the primary operations liaison to product and engineering teams
• Identify opportunities to enhance merchant-facing tools, integrations, and workflows
• Translate merchant and operational needs into actionable product requirements
• Champion adoption of new technology features and ensure successful rollout across merchant base
• Continuously evaluate and improve internal tools to streamline support and operations
• Develop dashboards and reporting to monitor merchant performance and operational health
• Leverage data to prioritize enhancements, optimize processes, and inform decision-making
• Define KPIs that align technology investments with merchant productivity outcomes
• Conduct root cause analysis on performance gaps and operational issues
• Redesign workflows to reduce friction in merchant onboarding, support, and maintenance
• Automate and scale manual processes where possible
• Standardize best practices across regions and merchant segments
• Ensure consistent, high-quality execution across all merchant touchpoints
• Act as a trusted advisor to merchant partners on technology utilization and growth strategies
• Collaborate cross-functionally with Product, Engineering, Customer Support, and Sales
• Communicate priorities, progress, and outcomes to senior leadership
• Influence roadmap decisions through operational insights and merchant feedback
• Shift focus from handling day-to-day support requests to preventing issues through better tools and processes
• Build self-service capabilities for merchants and internal teams
• Use insights to anticipate needs and proactively deliver solutions
• Success Metrics (Example KPIs): Increase in merchant transaction volume / productivity, Reduction in dormant or underperforming locations, Adoption rate of new technology features, Decrease in support-related escalations through self-service or automation, Time-to-resolution improvements driven by system enhancements, Measurable ROI from implemented technology improvements

Requirements

• 5–7+ years of experience in operations, merchant services, product operations, or similar customer-focused roles
• Strong analytical and problem-solving skills with a track record of improving performance through data and process optimization
• Experience working with digital platforms or integrations (e.g., CRM, POS, APIs, merchant systems)
• Ability to translate business needs into technical requirements
• Experience with performance metrics, dashboards, and reporting tools
• Excellent stakeholder management and communication skills
• Process-driven mindset with a focus on continuous improvement
• Bachelor’s degree in a relevant field (e.g., Computer Science, Engineering, Business) (Nice-to-Have)
• Experience in fintech, payments, marketplaces, or merchant ecosystems (Nice-to-Have)
• Exposure to product lifecycle or agile environments (Nice-to-Have)

Benefits

• short-term incentives
• multiple health insurance options
• accident and life insurance
• access to best-in-class development platforms
• Paid Time off
• Medical, Dental and Life Insurance
• Parental Leave
• Global Adoption Assistance
• 401K plan