Merchant Operations Team Manager

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

Merchant Operations Team Manager

The Merchant Operations Team Manager leads the daily operations of the Merchant Operations team, ensuring accurate, timely, and compliant support for merchants and internal partners. This role is responsible for driving team performance, managing workflows, monitoring KPIs, and fostering a high-performing, customer-focused environment.

Description

Merchant Operations Team Manager

The Merchant Operations Team Manager leads the daily operations of the Merchant Operations team, ensuring accurate, timely, and compliant support for merchants and internal partners. This role is responsible for driving team performance, managing workflows, monitoring KPIs, and fostering a high-performing, customer-focused environment.

Key Responsibilities

• Lead, coach, and develop the Merchant Operations team.
• Manage daily workflows, priorities, and employee schedules.
• Monitor team performance and ensure KPI and SLA goals are met.
• Conduct audits, identify process improvements, and ensure compliance.
• Analyze and communicate performance metrics and operational trends.
• 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.

Qualifications

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

About FirstCash

FirstCash is a leading international operator of over 3,000 pawn stores across the U.S. and Latin America and the parent company of American First Finance (AFF), which provides consumer financing solutions through a network of more than 13,000 retail partners. With approximately 20,000 employees, FirstCash is committed to serving customers through innovative financial services and retail solutions.

Benefits Highlights

• Medical, Dental, Vision, Life, and Supplemental Insurance
• 401(k) Plan with eligibility after 6 months
• Paid Vacation and Sick Time based on tenure
• Tuition Reimbursement up to $2,000 annually
• FirstCash Perks employee discount program
• Pet Insurance options

FirstCash Holdings, Inc. is an Equal Opportunity Employer committed to providing reasonable accommodations for qualified individuals with disabilities.