Director of Merchant Operations bei Priority Technology Holdings, Inc.

The Director of Merchant Operations will take part in collaborating with merchant-facing teams to identify gaps and improve support. You will be responsible for driving major cross-functional projects to roll out new products, services, and features to our customers. You will use analytical modeling and run scenarios to understand the drivers behind our KPIs, and use data to proactively identify and solve issues at their core.

You will become the subject matter expert on merchant operational excellence and drive a merchant-first perspective throughout the organization to improve retention, and build a deep understanding of the ways in which we need to differentiate ourselves in the marketplace.

• Prioritize initiative and goals from merchant first principles.
• Promote a culture of continuous improvement with discipline around end-to-end workflow and process management; review and recommend operational systems and procedure enhancements as needed to meet scaling demands.
• Identify root cause and drivers of KPI performance; use the intel to improve merchant operations and make data-driven recommendations to cross-functional stakeholders.
• Monitor and act upon competitive insight, trends and market activities.
• Manage operational tests and articulate results to all stakeholders.

What Success Looks Like:

Success is achieved when merchant operations run smoothly, efficiently, and strategically, merchants feel valued and supported, the team is high-performing and engaged, and the function is a key driver of growth, retention, and trust in the company.

• Partners with finance, compliance, and customer success to ensure holistic merchant support.
• Effectively communicates merchant insights and operational impacts to senior leadership.
• Proactively identifies operational risks, compliance gaps, and fraud patterns, putting mitigation strategies in place.
• Ensures operations are compliant, cost-effective, and meet high standards of accuracy and timeliness.
• Shapes and executes the operational strategy to align with broader company growth and revenue objectives.

Candidate Requirements:

• 3-5 years of experience in a merchant services organization in a sales support or operations role.
• A 4 year BS degree or equivalent experience.
• Experience dealing with a variety of complex issues is essential.
• Ability to work in a matrix environment & partner with cross-functional teams.
• Ability to clearly understand merchant needs, willingness to debate difficult issues and how to validate the appropriateness of a solution.
• Deep understanding and subject matter expertise in payment solutions, payment gateways, and overall credit card transaction flows, including both traditional platforms and modern API platforms.
• Proven communication skills, both verbal and written, with ability to present to varied and large audiences, including executive leadership, as a Subject Matter Expert.
• Self-starter with strong initiative and drive to complete tasks quickly, independently, efficiently with the highest quality.
• A great attitude, an open mind, an eagerness to learn and a willingness to take initiative, no matter the task, is a top requirement.

Work Environment & Culture:

We believe that performance and experience go hand in hand - an exceptional employee experience is earned through contribution. We are a results-driven team, grounded in our core values: ownership, authenticity, service, trust, innovation, and camaraderie.

Our culture is built for those who want to make an impact. We challenge each other to grow, celebrate progress, and support one another through shared goals and real connection. Whether you're building technology, serving clients, or supporting internal teams, you’ll be part of a company that empowers you to perform at your best and be known for results.

Compensation and Benefits:

Compensation range:  $92,000 - $109,000

We invest in the whole employee - personally and professionally. Our benefits package is designed to support your well-being, growth, and success - both inside and outside of work.

Financial Wellness

• Bonus programs
• 401(k) match
• Employee Stock Purchase Program (ESPP)
• HSA and FSA options
• Financial wellness resources and employee discount programs

Health & Well-being

• Medical, dental, and vision coverage
• Mental health support for employees and dependents through Lyra Health
• Family planning and women’s health benefits through Carrot
• Gym membership reimbursement and virtual wellness programs (including yoga)

Time Off

• 3 weeks PTO to start, with unlimited PTO after year one

Growth & Development

• Education expense reimbursement
• Leadership development programs
• Certified Payments Professional (CPP) certification support

We believe great performance starts with feeling supported - and we’ve built our benefits with that in mind.

 Traditional Physical Requirements:

• Requires prolonged sitting, standing, bending, stooping and stretching.
• Requires the ability to lift 10 pounds.
• Requires eye-hand coordination, manual dexterity and a normal range of hearing and vision (with or without correction).

Join our team at Priority Technology Holdings, Inc. and be part of a dynamic and innovative company that is transforming the financial technology landscape. Together, we can shape the future of payments and banking solutions while providing unmatched value to our clients.