Merchant Operations Team Manager
Description
Merchant Operations Team Manager
The Merchant Operations Team Manager leads the daily operations of the Merchant Operations team, ensuring accurate, timely, and compliant support for merchants and internal partners. This role is responsible for driving team performance, managing workflows, monitoring KPIs, and fostering a high-performing, customer-focused environment.
Key Responsibilities:
- Lead, coach, and develop the Merchant Operations team.
- Manage daily workflows, priorities, and employee schedules.
- Monitor team performance and ensure KPI and SLA goals are met.
- Conduct audits, identify process improvements, and ensure compliance.
- Analyze and communicate performance metrics and operational trends.
- Serve as a resource for merchant account troubleshooting and support.
- Collaborate with internal teams to resolve issues and improve processes.
- Maintain departmental policies, procedures, and documentation.
- Provide hands-on support during high-volume periods.
Qualifications:
- 5+ years of operational experience, preferably in financial services or a related industry.
- Previous leadership or management experience.
- Proven ability to coach, train, and develop employees.
- Strong communication, organizational, and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Experience analyzing performance metrics and driving operational improvements.
About FirstCash
FirstCash is a leading international operator of over 3,000 pawn stores across the U.S. and Latin America and the parent company of American First Finance (AFF), which provides consumer financing solutions through a network of more than 13,000 retail partners. With approximately 20,000 employees, FirstCash is committed to serving customers through innovative financial services and retail solutions.
Benefits Highlights
- Medical, Dental, Vision, Life, and Supplemental Insurance
- 401(k) Plan with eligibility after 6 months
- Paid Vacation and Sick Time based on tenure
- Tuition Reimbursement up to $2,000 annually
- FirstCash Perks employee discount program
- Pet Insurance options
FirstCash Holdings, Inc. is an Equal Opportunity Employer committed to providing reasonable accommodations for qualified individuals with disabilities.
Our values are what drive us.
Servant Heart
There’s no place for egos here. Customers and colleagues come first. Serving their needs and driving their engagement is our success.
Dare To Be Different
We are adaptable, creative, and courageous, like entrepreneurs willing to take the necessary risks to innovate and make things better. We challenge the status quo. We seek out different ideas and perspectives as a means of expanding our ability to think and do more.
Embrace Change
That’s not fear, that’s excitement. We see change as core to our survival and our ability to manage change as a prerequisite to new opportunities that can allow us to learn, grow, and do more.
Get Stuff Done
We do whatever it takes to get the job done right. We inspect what we expect, take ownership of our actions, and operate with a sense of urgency in everything we do.
No Drama
We control the things we can control with a mindset to find solutions while minimizing complaint. We are all here for the same purpose, empowered to be the best we can be so that our purpose to deliver great products and services to more customers can be fulfilled.
Walk The Talk
We do what we say we are going to do and maintain the highest standards of performance for ourselves and others, at all times, always doing the right thing.
Job Details
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