Senior Manager, Merchant Onboarding

The role

You will lead the Merchant Onboarding team and set its long-term strategy. You will build and develop a team of onboarding specialists and make new merchants' integration into the platform smooth.

What you will do

• Develop and execute a long-term vision and strategy for Merchant Onboarding that aligns with company goals.
• Lead and develop a team of onboarding specialists, fostering collaboration, feedback, and accountability.
• Evolve team structure and capacity as the business grows.
• Manage the onboarding budget, resourcing, and scheduling with the VP, Merchant Success.
• Audit and improve onboarding processes, delegating execution and empowering your team.
• Evaluate and implement AI solutions, tools, and technology that improve onboarding efficiency and the merchant experience.
• Build training, performance management, and recognition programs for the onboarding team, plus training and self-service resources for merchants.
• Define and track key metrics, including time to value, time to launch, feature adoption, ACV launched, and customer effort score, and use them to drive decisions.
• Partner with Product, Product Marketing, Sales, Customer Success, Finance, and Revenue Ops on adoption goals and merchant feedback.
• Build relationships with key merchants and partners and serve as the executive contact for onboarding escalations.

Required qualifications

• 5+ years of experience in onboarding, implementation, or customer success.
• 2+ years leading individual contributors, managers, and/or multiple teams.
• Hands-on experience applying AI to onboarding and team operations, including introducing AI-enabled tooling and training a team to use it.
• A track record of building high-performing teams and improving processes, expectations, and results over time.
• Experience developing a long-term vision and translating it into initiatives aligned with company strategy.
• Success implementing tools, training programs, and self-service solutions that scale onboarding operations.
• Strong data skills, with experience creating team metrics and making data-driven decisions.
• Excellent cross-functional leadership and communication skills, with the ability to influence senior stakeholders in a fast-paced environment.
• Openness to giving and receiving candid feedback.
• A customer-first mindset and a commitment to creative, partnership-driven problem-solving.

About the company

Loop helps merchants with returns, exchanges and commerce operations, including order tracking and fraud prevention. The posting says over 5,000 brands use its platform.