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As Merchant Onboarding Manager II at Tabby, you will lead and develop a large team of Merchant Onboarding Executives responsible for activating merchant partners. This is a hands-on leadership role combining team management, operational excellence, and strategic process optimization.
Key responsibilities include:
Team Leadership & Culture: Hire, train, and lead 15+ Inside Sales Managers and Executives. Build a high-performance culture focused on measurable KPIs (call volume, connect rates, conversion rates, time-to-live). Coach managers on daily productivity and accountability while fostering psychological safety and trust.
Tech-Enablement & Pre-Qualification: Lead integration of AI, automation, and CRM tools to pre-qualify leads before they reach sales teams. Design workflows where technology handles vetting, allowing sales to focus on high-quality, convertible merchants. Continuously audit the sales stack to reduce friction and maximize selling time.
Operational Ownership: Own end-to-end funnel metrics and identify leakage points. Review performance data daily/weekly and challenge narratives with data-driven insights. Balance speed with quality to ensure merchants launch fast and correctly so they transact immediately.
Process Design & Continuous Improvement: Design and document SOPs and playbooks for sales and onboarding teams. Remove bottlenecks by clarifying dependencies between Sales, Risk, and Operations. Drive structural fixes over manual workarounds.
Performance Management & Reporting: Define success metrics (Daily Activity, Pipeline Health, Activation Speed) and ensure consistent tracking via dashboards. Implement a collective performance model where team success drives individual success. Hold managers accountable for outcomes (revenue/live merchants), not just outputs.
Cross-Functional Alignment: Act as primary bridge between RevOps, Risk, Legal, Product, and Tech. Translate cross-functional constraints into clear execution plans. Escalate strategically with solutions and context.
Required: 7+ years in high-velocity Sales, Business Development, or Sales Operations. 3+ years managing managers and large teams (15+ people). Proven track record implementing sales technology (dialers, CRM automation, lead scoring). Experience in Fintech, BNPL, SaaS, or high-volume e-commerce strongly preferred. Strong command of data (Excel/Sheets, Salesforce/HubSpot, Tableau/Looker).
