Program Manager - Merchant Onboarding

About the Role

As a Program Manager in the Delivery Commercial Operations (DCO) team, you will be responsible for overseeing and optimizing Merchant Onboarding processes to ensure efficiency, effectiveness, and alignment with organizational objectives. You will be accountable to creating and delivering future state processes within the end-to-end commercial lifecycle, leveraging outside-in best practices. You will play a pivotal role in driving continuous improvement initiatives, identifying opportunities for enhancement, and implementing best practices across the organization.

This role requires strong leadership and influencing skills, analytical acumen, and the ability to collaborate with cross-functional teams to achieve operational excellence. Candidates should be champions of continuous improvement, have a passion for efficiency and appreciate the need to create the best commercial user and customer experience.

What You'll Do

• Future State Process Design: Lead the design, analysis, and documentation of Merchant Onboarding processes in order to improve efficiency, create standards, and ensure compliance with regulatory requirements.

• Strategic Alignment & Commercial Centricity: Ensure that all processes align with Delivery’s strategic objectives and contribute to the achievement of long-term goals of the commercial organization.

• Continuous Improvement: Drive a culture of continuous improvement by identifying opportunities for enhancement, implementing best practices, and monitoring performance metrics.

• Cross-Functional Collaboration: Collaborate closely with stakeholders from various departments including Commercial teams, Regional subject matter experts, Finance, Product and Compliance to understand process requirements, gather feedback, and implement changes effectively.

• Change Management: Partner with change management efforts associated with process improvements, including communication, training, and stakeholder engagement.

• Performance Monitoring: Establish key performance indicators (KPIs) and metrics to monitor process performance, track progress, and identify areas for further optimization.

• Risk Management: Identify potential risks and bottlenecks in moving from design to implementation and develop mitigation strategies to minimize disruptions, delays and ensure business continuity.

• Support Technology Integration: Collaborate with the Engineering team to leverage technology solutions for process automation, data analysis, and workflow optimization.

What You'll Need

Basic Qualifications

• Bachelor's degree, preferably in Engineering, Business Administration or similar fields

• 6+ years in Business Operations or Strategy roles within a commercial environment (Merchant, Sales, Revenue, or Product Operations).

• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels of the organization.

• Fluency in English

Preferred Qualifications

• MBA or similar Master's level degree

• Experience in Business Process Management or Analysis, with strong expertise in process mapping and redesign,  using analytics to identify and resolve operational bottlenecks

• Experience in Strategy and Operations, specifically managing projects across the end-to-end Merchant Lifecycle Journey (acquisition, conversion, engagement, retention, and churn) with demonstrable results.

• Experience working with Product teams to launch new products at scale, serving as the bridge between Operations, Compliance, Product Dev, and Engineering, preferably within a B2B organization.

• Proven ability to analyze complex data, identify patterns, and provide solid evidence for data-driven recommendations.

• Strong project management experience, capable of planning, executing, and moving the organization along to meet the requirements of both small and large-scale projects.

• Fluency in Spanish is a plus.