Job Summary

Responsible for building and leading the Merchant Operations function within the Payments business unit. This role owns the end-to-end merchant lifecycle — from onboarding and MID management to chargeback resolution, reconciliation, settlement, and device asset management — with responsibility for operational accuracy, process consistency, and scalable execution across Merchant Operations workflows while developing a team of 3–4 direct reports.

Sitting at the center of payments operations, this role drives process standardization, merchant data integrity, and operational scalability as Neumo consolidates its payments platform.

Duties and Responsibilities:

People Leadership

• Lead, coach, and manage a team of 3–4 Merchant Operations analysts.
• Build team capacity and capability to support a scaling payments operation.
• Establish performance expectations, operational priorities, and workflow accountability across the Merchant Operations team.

Merchant Onboarding & MID Management

• Oversee merchant onboarding and MID creation and management across processing environments, including Chase PayFac.
• Maintain merchant data integrity, including updates to bank accounts, processing limits, merchant configurations, and other record changes across processing environments.
• Ensure merchant records remain accurate, complete, and audit-ready across processing environments.

Chargebacks & Reconciliation

• Manage chargeback intake, response, and resolution workflows; track and report chargeback activity to support existing operational KPI reporting and ensure dispute rates remain within industry thresholds.
• Own daily reconciliation and settlement operations, ensuring accuracy and timely exception resolution.
• Monitor reconciliation exceptions, settlement variances, and operational discrepancies to ensure timely resolution.

Device Asset Management

• Establish and maintain device asset management processes, procedures, and documentation to support P2PE validation compliance and device lifecycle governance requirements.
• Coordinate with technical SMEs on device issues as needed; Merchant Operations owns asset management, not device troubleshooting.

Process & Innovation

• Drive process standardization, optimization and documentation as the payments platform consolidates.
• Identify and champion operational innovations that drive efficiency, reduce costs, and improve scalability across the Merchant Operations function.
• Serve as an escalation point for operational risk and cross-functional payment lifecycle questions.
• Identify opportunities and partner cross-functionally to improve operational efficiency, reduce manual effort, and strengthen operational controls.

Education and Experience:  

• Bachelor’s degree in business, Accounting, Finance, or a related field; equivalent work experience may be considered
• 4+ years of experience in merchant services, payments, banking operations, reconciliation, or a related field
• Experience operating across multiple payment processing environments
• Experience with chargeback management and dispute resolution processes
• Experience operating within a registered PayFac or multi-processor payments environment

Knowledge, Skills and Abilities:

• Demonstrated functional ownership across the merchant payment lifecycle
• Demonstrated functional ownership across the merchant payment lifecycle
• Strong analytical and problem-solving skills with attention to operational detail
• Proven ability to lead or mentor others; prior supervisory experience preferred
• Ability to manage high-volume operational workflows while maintaining accuracy
• Effective communicator across technical and non-technical stakeholders
• Background in payments operations within a SaaS or fintech environment
• Payment Operations Expertise — Deep knowledge of the merchant payment lifecycle, including onboarding, chargeback management, reconciliation, and settlement across multiple processing environments.
• People Leadership & Development — Ability to coach, manage, and build team capacity in a scaling operational environment.
• Process Standardization & Documentation — Proven ability to develop, maintain, and improve standard operating procedures that drive consistency and scalability.
• Analytical & Risk Mindset — Strong ability to identify operational risks, monitor performance against industry benchmarks, and drive data-informed decisions.
• Operational Innovation — Demonstrated ability to identify inefficiencies and champion improvements that reduce cost, increase effectiveness, and support organizational growth.

Work Environment:

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands:

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.