Merchant Operations Team Lead: KPI-Driven & Growth-Focused

FirstCash; Coppell (TX); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical, Dental, Vision, Life

401(k) Plan

Paid Vacation and Sick Time

Tuition Reimbursement

FirstCash Perks program

Pet Insurance options

Job summary

FirstCash seeks a Merchant Operations Team Manager to lead the daily operations, coach the team, and ensure accurate, timely, and compliant support for merchants and internal partners. You will drive performance, manage workflows, monitor KPIs, and foster a high-performing, customer-focused environment.

Requires 5+ years in operations, leadership experience, and strong communication. You will coordinate with internal teams to resolve issues and improve processes while maintaining documentation

Qualifications

• 5+ years of operational experience in a relevant field.
• Demonstrated leadership or management experience.
• Ability to coach, train, and develop employees.
• Strong communication, organizational, and problem-solving skills.
• Proven ability to manage multiple priorities in a fast-paced environment.
• Experience analyzing performance metrics and driving improvements.

Responsibilities

• Lead, coach, and develop the Merchant Operations team.
• Manage daily workflows, priorities, and employee schedules.
• Monitor performance against KPIs and SLAs.
• Conduct audits and ensure compliance.
• Analyze performance metrics and communicate trends.
• Provide merchant account support and troubleshoot issues.
• Collaborate with internal teams to improve processes.
• Maintain policies, procedures, and documentation.
• Provide hands-on support during high-volume periods.

Skills

Leadership

Coaching

Communication

Problem solving

Prioritization

Job description

FirstCash seeks a Merchant Operations Team Manager to lead the daily operations, coach the team, and ensure accurate, timely, and compliant support for merchants and internal partners. You will drive performance, manage workflows, monitor KPIs, and foster a high-performing, customer-focused environment.

Requires 5+ years in operations, leadership experience, and strong communication. You will coordinate with internal teams to resolve issues and improve processes while maintaining documentation