Job Description

Roles & Responsibilities

As a Merchant Onboarding Manager, you will lead and support a team of Merchant Onboarding Executives responsible for activating Tabby's merchant partners. You'll play a critical role in refining processes, driving performance, and ensuring operational excellence across the onboarding funnel. This role requires a detail-oriented and proactive leader with strong people management skills, exceptional organization, and a hands-on approach to both team development and operational execution. You'll not only manage day-to-day workflows and escalations, but also drive forward special projects, dashboard reporting, and internal process optimization to support scalability and continuous improvement. Key Responsibilities

• 1. Team Leadership & Sales Culture Hire, train, and lead a large team of Inside Sales Managers and Executives. Build a high-performance culture focused on distinct KPIs: Call volume, connect rates, conversion rates, and time-to-live. Coach managers on driving daily productivity and holding their teams accountable. Foster a culture of trust, directness, and psychological safety, while maintaining uncompromising standards for output.
• 2. Tech-Enablement & Pre-Qualification Lead the integration of technology (AI, automation, or CRM tools) to automate the pre-qualification of leads before they reach the sales team. Design workflows where technology handles the heavy lifting of vetting, allowing your sales team to focus solely on high-quality, convertible merchants. Continuously audit our sales stack to remove friction and increase "selling time" per agent.
• 3. Operational Ownership (The Funnel) Own the end-to-end funnel metrics Identify leakage points in the funnel. If merchants are stalling at the "Approved" stage, you find the root cause and fix it. Review numbers daily/weekly. Challenge performance narratives with data, not feelings. Balance speed with quality, ensure we are launching merchants fast, but also launching them correctly so they transact immediately.
• 4. Process Design & Continuous Improvement Design and document SOPs and Playbooks for the sales and onboarding teams. Remove bottlenecks by clarifying dependencies between Sales, Risk, and Ops. Drive structural fixes over manual workarounds. If a process requires constant escalation, it is broken you are here to fix it.
• 5. Performance Management & Reporting Define clear success metrics (Daily Activity, Pipeline Health, Activation Speed) and ensure consistent tracking via dashboards. Collective Performance Model: Implement a structure where team success dictates individual success. Ensure transparency in how targets are set and reviewed. Hold managers accountable for outcomes (revenue/live merchants), not just outputs (number of calls made).
• 6. Cross-Functional Alignment Act as the primary bridge between RevOps, Risk, Legal, Product, and Tech. Translate cross-functional constraints (e.g., changes in Risk policy) into clear execution plans for your sales floor. Escalate strategically, bring solutions and context, not just noise.

What Success Looks Like

• High Efficiency: High volume of calls/activities yielding high conversion rates due to effective pre-qualification tech.
• Speed to Lead: Merchants are contacted, signed, and activated rapidly.
• Predictability: Targets are hit consistently without end-of-month panic/firefighting.
• Strong Leadership: You have built a layer of strong managers who can run the floor independently

Desired Candidate Profile

• Detail-oriented and proactive leader with strong people management skills, exceptional organization, and a hands-on approach to both team development and operational execution.
• Ability to manage day-to-day workflows and escalations.
• Experience in driving special projects, dashboard reporting, and internal process optimization.
• Experience in hiring, training, and leading a team.
• Ability to build a high-performance culture focused on distinct KPIs.
• Coaching managers on driving daily productivity and accountability.
• Fostering a culture of trust, directness, and psychological safety.
• Experience in integrating technology (AI, automation, or CRM tools) to automate pre-qualification of leads.
• Ability to design workflows where technology handles vetting.
• Experience in auditing sales stacks to remove friction and increase selling time.
• Ownership of end-to-end funnel metrics and identification of leakage points.
• Ability to review numbers daily/weekly and challenge performance narratives with data.
• Balancing speed with quality in merchant launching.
• Experience in designing and documenting SOPs and Playbooks.
• Ability to remove bottlenecks by clarifying dependencies between teams.
• Driving structural fixes over manual workarounds.
• Defining clear success metrics and ensuring consistent tracking via dashboards.
• Implementing a collective performance model.
• Ensuring transparency in target setting and review.
• Holding managers accountable for outcomes.
• Ability to act as a bridge between different departments (RevOps, Risk, Legal, Product, and Tech).
• Translating cross-functional constraints into clear execution plans.
• Strategic escalation with solutions and context.