Payoneer

2 weeks ago

Merchant Operations manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Own customer retention, satisfaction, and growth for a merchant portfolio across regions by building proactive customer health monitoring and win-back motions. Lead and develop the Checkout Customer Service and Financial Ops teams, set SLAs and CSAT targets, and drive case reviews. Act as the Voice of the Customer advocate—turning tickets, NPS, and interviews into prioritized product improvements—while serving as Incident Commander for P1+ events.

Location: Shanghai

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Design and run systematic customer health monitoring to identify at-risk merchant accounts using signals like inquiries, transaction trends, and product usage.
•Develop proactive intervention and win-back plays for customers showing churn risk.
•Lead and develop the Customer Service and Financial Ops teams, setting roles, skill growth, engagement, and monitoring metrics, SLAs, and CSAT targets.
•Build a scalable Voice of the Customer program that converts tickets, NPS surveys, and interviews into actionable insights and monthly improvement reports.
•Act as sole Incident Commander for P1+ customer-impacting incidents, coordinating cross-functional response and running post-incident retrospectives to implement preventative improvements.

Key Requirements

•5+ years in a customer care leader or service leader role, preferably in payments, fintech, SaaS, or other B2B technology environments.
•Proven track record leading and developing a high-performing team, including experience managing outsourced staff.
•Ability to manage and de-escalate critical customer incidents with composure and clear communication.
•Strong analytical skills to build customer health models, read operational dashboards, and drive decisions using data.
•Experience building or improving a Voice of the Customer program and influencing product roadmaps.

Experience:5+ yearsFintechSaaSPaymentsB2B technology

Skills:LeadershipCommunicationAnalytical thinkingIncident managementCustomer advocacy

Languages:MandarinEnglish

Company Brief

Payoneer

Provides cross-border payments and financial services platform enabling businesses and professionals to send, receive, and manage international payments, multi-currency accounts, and working capital solutions to support global commerce.

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: New York, United States

Founded: 2005

Website LinkedIn

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Payoneer

2 weeks ago

Merchant Operations manager

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Shanghai

Workplace: Onsite

Employment Type: Full time

Job Function: Business Operations

Seniority: Manager level

Key Responsibilities

•Design and run systematic customer health monitoring to identify at-risk merchant accounts using signals like inquiries, transaction trends, and product usage.
•Develop proactive intervention and win-back plays for customers showing churn risk.
•Lead and develop the Customer Service and Financial Ops teams, setting roles, skill growth, engagement, and monitoring metrics, SLAs, and CSAT targets.
•Build a scalable Voice of the Customer program that converts tickets, NPS surveys, and interviews into actionable insights and monthly improvement reports.
•Act as sole Incident Commander for P1+ customer-impacting incidents, coordinating cross-functional response and running post-incident retrospectives to implement preventative improvements.

Key Requirements

•5+ years in a customer care leader or service leader role, preferably in payments, fintech, SaaS, or other B2B technology environments.
•Proven track record leading and developing a high-performing team, including experience managing outsourced staff.
•Ability to manage and de-escalate critical customer incidents with composure and clear communication.
•Strong analytical skills to build customer health models, read operational dashboards, and drive decisions using data.
•Experience building or improving a Voice of the Customer program and influencing product roadmaps.

Experience:5+ yearsFintechSaaSPaymentsB2B technology

Skills:LeadershipCommunicationAnalytical thinkingIncident managementCustomer advocacy

Languages:MandarinEnglish

Company Brief

Payoneer

Industry: Payments

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: New York, United States

Founded: 2005

Website LinkedIn