Job Description:
• Own end-to-end onboarding execution from commercial handover to go-live, ensuring every merchant is accurately configured and ready to transact on time
• Coordinate across Sales, Underwriting, Compliance, and Product to keep onboarding timelines on track and escalations resolved quickly
• Serve as the direct point of contact for merchants during onboarding — setting clear expectations, communicating status proactively, and resolving issues before they become blockers
• Manage account configuration including processing parameters, settlement structures, gateway provisioning, and reporting setup
• Maintain a clean handoff to the post-go-live stabilization team, ensuring full documentation of each merchant's setup
• Leverage AI tools to streamline merchant communications, automate status tracking, and accelerate configuration workflows wherever possible
• Serve as PAR's internal center of expertise on payment gateway operations, merchant acquiring, and onboarding compliance requirements (KYC/KYB, card network rules, tokenization, regulatory standards)
• Advise Sales and Account Management on how to structure deals that are commercially attractive and operationally executable
• Build and maintain onboarding playbooks, process documentation, and training materials — using AI-assisted tools to keep them current, searchable, and scalable
• Analyze onboarding data and SLA metrics to identify friction points and drive continuous improvement; apply AI-driven analytics to surface patterns and prioritize fixes faster
• Educate internal teams on regulatory updates, processor changes, and evolving scheme requirements
• Stay current on emerging AI applications in payments and onboarding, and bring forward concrete recommendations for adoption
• Manage, coach, and develop a team of two onboarding specialists through regular 1:1s, performance feedback, and skills development
• Actively build your team's AI fluency — embedding AI tools into daily workflows and creating space to experiment, learn, and iterate
• Monitor team workload, queue health, and SLA adherence — escalating where needed and removing blockers proactively
• Conduct regular quality audits on onboarding work to ensure accuracy and compliance readiness
Requirements:
• 4–8 years of experience in payments, payment operations, merchant onboarding, fintech operations, or a related field
• Deep working knowledge of payment gateways, merchant acquiring, and processor configurations
• Hands-on experience with KYC/KYB processes and payment compliance requirements
• Proven ability to manage complex, cross-functional onboarding projects with multiple stakeholders and tight timelines
• Experience in restaurant, hospitality, POS, or integrated payments environments strongly preferred
• Strong commercial instincts — you understand how onboarding decisions affect merchant satisfaction, revenue, and long-term retention
• Demonstrated curiosity and comfort with AI tools; experience applying AI to improve operational workflows is a meaningful plus
• Excellent communication skills; comfortable engaging directly with merchants and senior internal stakeholders alike
• Prior experience managing or mentoring a small team
• CRM experience (Salesforce preferred); familiarity with onboarding or project management tools a plus
Benefits:
• Offers Bonus