Merchant Operations Senior Manager

About PayJoy

PayJoy, a Public Benefit Corporation, is a mission-first credit provider dedicated to helping under-served customers in emerging markets to achieve financial stability and success. Our patented technology for secured credit provides an on-ramp for new customers to enter the credit system. Through PayJoy’s point-of-sale financing and card offerings, customers gain access to a modern quality of life. PayJoy’s credit also allows our customers to seize opportunities as micro-entrepreneurs, and acts as insurance for tough times. Through our cutting-edge machine learning, data science, and anti-fraud AI, we have served over 18 million customers as of 2025 while achieving solid profitability for sustainable growth.

This role

The Senior Operations Manager is responsible for leading a high-performance and highly skilled operations team that guides the clients through our processes and products, managing strategic interactions and administrative, technological and logical operations to foster successful partnerships; overseeing merchant and clerk satisfaction metrics crucial for driving growth and expanding our business.

Serve as the main liaison for the Operations team, providing support and attending to the needs of our commercial partners regarding their administrative operations. Act as the interface between our partners and the internal teams to develop action plans and mobilize necessary resources to achieve our mutually agreed-upon business goals. Oversee the onboarding process for new merchants, ensuring a smooth transition and continuous updates for existing merchants to maintain an accurate and current partner database. Build the creation and implementation of new operational processes and drive continuous improvements in existing processes to enhance efficiency and partner experience. Ensure the accuracy and consistency of administrative information related to our partners within our systems, maintaining up-to-date records to support operational integrity. Manage timely commission payments, promotions, and incentives in collaboration with the Accounting and Finance teams paid on time. Lead relationship with external payment providers to ensure processes work and that are cost efficient Lead relationship with insurance companies Interface and coordinate between the merchant and company's team to create action plans and mobilize the necessary resources to hit our agreed-upon business objectives. Ensure accurate maintenance of information such as references, prices, and user data in our systems. Collaborate with cross-functional teams to align operational activities with the company's strategic goals, ensuring that merchant operations contribute to overall business objectives.

Bachelor's degree in Economics, Management, Finance, or a related field. 5-7 years of relevant experience in finance or operations, in consumer finance, technology, mobile products, or consulting industry, in a high-growth tech startup environment or a highly intrapreneurial role. Analytical skills with data-driven approach. Self-driven and results-driven, willing to work in a dynamic, high-change environment. Excellent oral and written communication skills with ability to present in person and in writing to non-expert audiences