Merchant Operations Manager

📋 Description

• Own merchant retention, satisfaction, and growth across regions.
• Lead cross-functional service teams and health monitoring.
• Act as Incident Commander for critical customer incidents.
• Drive net revenue retention and churn reduction initiatives.
• Build VOC program and translate feedback into product input.
• Mentor and scale Customer Service and FinOps teams.

🎯 Requirements

• 5+ years in customer care or service leadership (payments/fintech/B2B).
• Proven track record building high-performing teams (outsourced staff a plus).
• Ability to de-escalate incidents with clear communication.
• Strong analytical skills; build simple customer health models and dashboards.
• Experience building VOC programs and influencing roadmaps.
• Fluent in Mandarin and English (APAC clients and global stakeholders).

🎁 Benefits

• The Payoneer Ways of Working.
• We are an equal opportunity employer; we value diversity.