Merchant Operations Team Manager

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

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.