Partner Service Manager (Spanish Fluency Preferred) based in Atlanta or Miami

The Partner Service Manageris responsible for driving operational excellence through technology innovation and performance optimization across merchant partnerships. This role shifts the traditional support model into a proactive, data-driven function focused on improving merchant productivity, accelerating adoption of platform capabilities, and delivering scalable technology enhancements. The role acts as a strategic bridge between merchants, operations, and product/technology teams—ensuring tools, processes, and insights are aligned to maximize merchant growth, engagement, and efficiency.

Candidates mustbe authorized to work in the United States on a full-time basis; visa sponsorship is not available for this role.

This position requires candidates to be based in Atlanta or Miami, or willing to relocate to one of these locations, with an expectation to work from the office at least three days per week.

Please note that relocation assistance is not provided.

1. Merchant Productivity & Performance Optimization

• Own and drive merchant productivity metrics, including transaction volume, engagement, and activation rates

• Identify underperforming or dormant locations; design and execute reactivation strategies

• Analyze performance trends to uncover opportunities for revenue growth and operational efficiency

• Partner with merchant stakeholders to implement productivity improvement plans and best practices

2. Technology Enablement & Enhancement

• Serve as the primary operations liaison to product and engineering teams

• Identify opportunities to enhance merchant-facing tools, integrations, and workflows

• Translate merchant and operational needs into actionable product requirements

• Champion adoptionofnew technology features and ensure successful rollout across merchant base

• Continuously evaluate and improve internal tools to streamline support and operations

3. Data-Driven Insights & Strategy

• Develop dashboards and reporting to monitor merchant performance and operational health

• Leverage data to prioritize enhancements,optimize processes, and inform decision-making

• Define KPIs that align technology investments with merchant productivity outcomes

• Conduct root cause analysis on performance gaps and operational issues

4. Operational Excellence & Process Improvement

• Redesign workflows to reduce friction in merchant onboarding, support, and maintenance

• Automate and scale manual processes where possible

• Standardize best practices across regions and merchant segments

• Ensure consistent, high-quality execution across all merchant touchpoints

5. Stakeholder Collaboration

• Act as a trusted advisor to merchant partners on technology utilization and growth strategies

• Collaborate cross-functionally with Product, Engineering, Customer Support, and Sales

• Communicate priorities, progress, and outcomes to senior leadership

• Influence roadmap decisions through operational insights and merchant feedback

6. Transition from Reactive Support to Proactive Enablement

• Shift focus from handling day-to-day support requests to preventing issues through better tools and processes

• Build self-service capabilities for merchants and internal teams

• Use insights toanticipateneeds and proactively deliver solutions

7. Success Metrics (Example KPIs)

• Increase in merchant transaction volume / productivity

• Reduction in dormant or underperforming locations

• Adoption rate ofnew technology features

• Decrease in support-related escalations through self-service or automation

• Time-to-resolution improvements driven by system enhancements

• Measurable ROI from implemented technology improvements

• 5–7+ years of experience in operations, merchant services, product operations, or similar customer-focused roles

• Strong analytical and problem-solving skills witha track recordof improving performance through data and process optimization

• Experience working with digital platforms or integrations (e.g., CRM, POS, APIs, merchant systems)

• Ability to translate business needs into technical requirements

• Experience with performance metrics, dashboards, and reporting tools

• Excellent stakeholder management and communication skills

• Process-driven mindset with a focus…