Job SummaryResponsible for building and leading the Merchant Operations function within the Payments business unit. This role owns the end-to-end merchant lifecycle - from onboarding and MID management to chargeback resolution, reconciliation, settlement, and device asset management - with responsibility for operational accuracy, process consistency, and scalable execution across Merchant Operations workflows while developing a team of 3-4 direct reports.
Sitting at the center of payments operations, this role drives process standardization, merchant data integrity, and operational scalability as Neumo consolidates its payments platform.
Duties and Responsibilities:People Leadership- Lead, coach, and manage a team of 3-4 Merchant Operations analysts.
- Build team capacity and capability to support a scaling payments operation.
- Establish performance expectations, operational priorities, and workflow accountability across the Merchant Operations team.
Merchant Onboarding & MID Management- Oversee merchant onboarding and MID creation and management across processing environments, including Chase PayFac.
- Maintain merchant data integrity, including updates to bank accounts, processing limits, merchant configurations, and other record changes across processing environments.
- Ensure merchant records remain accurate, complete, and audit-ready across processing environments.
Chargebacks & Reconciliation- Manage chargeback intake, response, and resolution workflows; track and report chargeback activity to support existing operational KPI reporting and ensure dispute rates remain within industry thresholds.
- Own daily reconciliation and settlement operations, ensuring accuracy and timely exception resolution.
- Monitor reconciliation exceptions, settlement variances, and operational discrepancies to ensure timely resolution.
Device Asset Management- Establish and maintain device asset management processes, procedures, and documentation to support P2PE validation compliance and device lifecycle governance requirements.
- Coordinate with technical SMEs on device issues as needed; Merchant Operations owns asset management, not device troubleshooting.
Process & Innovation- Drive process standardization, optimization and documentation as the payments platform consolidates.
- Identify and champion operational innovations that drive efficiency, reduce costs, and improve scalability across the Merchant Operations function.
- Serve as an escalation point for operational risk and cross-functional payment lifecycle questions.
- Identify opportunities and partner cross-functionally to improve operational efficiency, reduce manual effort, and strengthen operational controls.
Education and Experience:- Bachelor's degree in business, Accounting, Finance, or a related field; equivalent work experience may be considered
- 4+ years of experience in merchant services, payments, banking operations, reconciliation, or a related field
- Experience operating across multiple payment processing environments
- Experience with chargeback management and dispute resolution processes
- Experience operating within a registered PayFac or multi-processor payments environment
Knowledge, Skills and Abilities:- Demonstrated functional ownership across the merchant payment lifecycle
- Demonstrated functional ownership across the merchant payment lifecycle
- Strong analytical and problem-solving skills with attention to operational detail
- Proven ability to lead or mentor others; prior supervisory experience preferred
- Ability to manage high-volume operational workflows while maintaining accuracy
- Effective communicator across technical and non-technical stakeholders
- Background in payments operations within a SaaS or fintech environment
- Payment Operations Expertise - Deep knowledge of the merchant payment lifecycle, including onboarding, chargeback management, reconciliation, and settlement across multiple processing environments.
- People Leadership & Development - Ability to coach, manage, and build team capacity in a scaling operational environment.
- Process Standardization & Documentation - Proven ability to develop, maintain, and improve standard operating procedures that drive consistency and scalability.
- Analytical & Risk Mindset - Strong ability to identify operational risks, monitor performance against industry benchmarks, and drive data-informed decisions.
- Operational Innovation - Demonstrated ability to identify inefficiencies and champion improvements that reduce cost, increase effectiveness, and support organizational growth.
Work Environment:- Office setting with a moderate noise level.
- The employee will work at an individual workstation, using a telephone and computer.
Physical Demands:- Must be able to remain seated for extended periods.
- Regular use of a computer and other office machinery, such as printers and copy machines.
- Occasional movement around the office.
- Frequent communication via telephone.
