Merchant Operations manager

Role Summary

The Checkout Operations Manager is the single-threaded owner of customer retention, satisfaction, and growth for our merchant portfolio across all regions. You will lead a cross-functional service team, drive proactive customer health management, and serve as the Voice of the Customer internally to influence product and process improvements.

Crucially, you will also act as the Incident Commander during critical customer-impacting events, ensuring fast, transparent, and accountable resolution.

This is not a reactive support role. It is a business-driving position that balances day-to-day service excellence with strategic initiatives to increase net revenue retention, reduce churn, and build a scalable, insight-led customer success engine.

What you’ll do

1. Customer Retention & Growth

• Design and run a systematic customer health monitoring program, using data signals such as customer inquiries, transaction volume trends, and product usage to identify at-risk accounts.
• Develop and execute proactive intervention and win-back plays for customers showing signs of disengagement or churn risk.
• Partner with the commercial team to identify and close expansion opportunities (e.g., multi-currency, faster settlement) within the existing customer base, directly contributing to net revenue retention (NRR) growth.

1. Customer Service& Experience, Financial Ops Ownership

• Lead and develop the Customer Service team and Financial Ops team of Checkout, ensuring clarity of roles, continuous skill growth, and high engagement.
• Set and monitor FinOps monitoring metrics, service quality standards, SLAs (first response time, resolution rate), and CSAT targets. Drive weekly case reviews and voice-of-customer calibration sessions to continuously raise the bar.
• Identify recurring pain points in the customer journey by analyzing ticket drivers and complaints, then champion cross-functional fixes that improve the end-to-end experience.

1. Voice of the Customer & Product Advocacy

• Build a structured, scalable VOC program that transforms raw feedback from tickets, NPS surveys, and customer interviews into actionable insights.
• Produce monthly Voice of the Customer & Product Improvement reports, complete with quantified business impact and clear prioritization recommendations.
• Establish a recurring rhythm with Product and Engineering teams to advocate for customer needs, influence roadmaps, and track delivery of committed improvements back to customers, closing the feedback loop.

1. 4. Automation & Continuous Improvement

• Collaborate closely with the central Process & System Optimization team and the local Business teams. Represent customer success requirements in automation and AI initiatives (e.g., intelligent chatbot training).
• Continuously challenge manual effort in the customer journey; identify and champion opportunities to shift repetitive service tasks to automated, self-service, or AI-assisted channels.

1. 5. Incident & Critical Issue Management

• Act as the sole Incident Commander for any P1 or above customer-impacting incident. You will mobilize and coordinate the virtual war room across Engineering, Commercial, and Operations, and be the single point of contact for internal and external communication until full resolution.
• Lead post-incident retrospectives, ensuring root causes are identified and preventative actions are implemented. Convert lessons learned into permanent improvements in monitoring, processes, or product behavior.

Who you are

• 5+ years of experience in customer care leader role, or service leader roles, preferably in payments, fintech, SaaS, or other B2B technology environments.
• Proven track record of leading and developing a high-performing team (experience managing outsourced staff is a strong advantage).
• Demonstrated ability to manage and de-escalate critical customer incidents with composure and clear communication.
• Strong analytical skills: you are comfortable building simple customer health models, reading operational dashboards, and using data to tell a story and drive decisions.
• Experience building or improving a Voice of the Customer program and influencing product roadmaps.
• Fluent in Mandarin and English, both written and verbal, with the ability to communicate effectively with APAC-based clients and global internal stakeholders.