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Payoneer is a global financial platform founded in 2005 that removes friction from cross-border business. The Merchant Operations Manager is a single-threaded owner responsible for customer retention, satisfaction, and growth across the merchant portfolio in all regions.
Key responsibilities include:
**Customer Retention & Growth**: Design and execute a systematic customer health monitoring program using data signals (inquiries, transaction volume, product usage) to identify at-risk accounts. Develop proactive intervention and win-back strategies for disengaging customers. Partner with the commercial team to identify and close expansion opportunities (multi-currency, faster settlement) within the existing customer base, directly contributing to net revenue retention growth.
**Customer Service & Financial Operations Leadership**: Lead and develop the Customer Service and Financial Operations teams. Set and monitor service quality standards, SLAs (first response time, resolution rate), and CSAT targets. Drive weekly case reviews and voice-of-customer calibration sessions. Identify recurring pain points in the customer journey and champion cross-functional fixes.
**Voice of the Customer & Product Advocacy**: Build a structured VOC program that transforms feedback from tickets, NPS surveys, and customer interviews into actionable insights. Produce monthly Voice of the Customer reports with quantified business impact and prioritization recommendations. Establish recurring engagement with Product and Engineering teams to advocate for customer needs and influence roadmaps.
**Automation & Continuous Improvement**: Collaborate with Process & System Optimization and Business teams. Represent customer success requirements in automation and AI initiatives. Identify opportunities to shift repetitive service tasks to automated, self-service, or AI-assisted channels.
**Incident Management**: Act as Incident Commander for P1+ customer-impacting incidents. Mobilize and coordinate cross-functional war rooms and serve as single point of contact for internal and external communication. Lead post-incident retrospectives and convert lessons learned into permanent improvements.
Required qualifications: 5+ years in customer care or service leadership roles, preferably in payments, fintech, SaaS, or B2B technology. Proven track record leading and developing high-performing teams (experience with outsourced staff is advantageous). Demonstrated ability to manage and de-escalate critical customer incidents. Strong analytical skills with comfort building customer health models and reading operational dashboards.
