Merchant Operations Team Lead

FirstCash, Inc.; Coppell, Northern (TX, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) Plan

Paid Vacation and Sick Time

Tuition Reimbursement

Employee discount program

Pet Insurance options

Job summary

FirstCash, a leading international operator of pawn stores in the U.S. and Latin America, seeks a Merchant Operations Team Manager to oversee daily team performance and ensure accurate, timely merchant support.

You will drive process improvements and coach staff to deliver high-quality service while maintaining compliance and strong internal controls. Responsibilities include coaching, scheduling, KPI monitoring, and collaboration with internal partners to resolve issues during peak periods.

Qualifications

• 5+ years of operational experience, preferably in financial services or related industry.
• Previous leadership or management experience.
• Proven ability to coach, train, and develop employees.
• Strong communication, organizational, and problem-solving skills.

Responsibilities

• Lead, coach, and develop the Merchant Operations team to meet performance goals.
• Manage daily workflows, priorities, and employee schedules.
• Monitor KPI and SLA attainment and drive continuous improvements.
• Conduct audits and ensure compliance with policies and regulations.
• Analyze performance metrics and communicate operational trends to stakeholders.
• Serve as a resource for merchant account troubleshooting and support.
• Collaborate with internal teams to resolve issues and improve processes.
• Maintain departmental policies, procedures, and documentation.
• Provide hands-on support during high-volume periods.

Skills

Leadership

Coaching

Communication

Prioritization

Problem-solving

Analytics

Job description

FirstCash, a leading international operator of pawn stores in the U.S. and Latin America, seeks a Merchant Operations Team Manager to oversee daily team performance and ensure accurate, timely merchant support.

You will drive process improvements and coach staff to deliver high-quality service while maintaining compliance and strong internal controls. Responsibilities include coaching, scheduling, KPI monitoring, and collaboration with internal partners to resolve issues during peak periods.