Operations Manager

RPL International; Miami (FL); On-site; USD 85,000 - 110,000; Full time

Job summary

RPL International is seeking an experienced Operations Manager to lead the Operations and Customer Support team in the Merchant Services/Payments space. The role oversees daily operations, onboarding, customer support, and process improvements while ensuring regulatory compliance and an exceptional customer experience.

You will work with Sales, Risk, Underwriting, and Compliance teams to streamline workflows, monitor KPIs, and maintain strong partner relationships.

Qualifications

• 2+ years in Merchant Services/Payments industry.
• 3+ years in Operations leadership.
• Hands-on experience with Fiserv preferred.
• Fluent in English and Spanish.

Responsibilities

• Lead and develop the Operations Team through coaching and performance management.
• Oversee merchant onboarding, account maintenance, and operational support.
• Manage daily operations across payment processing platforms.
• Serve as the primary escalation point for operational and merchant service issues.
• Partner with Sales, Risk, Underwriting, and Compliance teams.
• Develop and improve operational processes, workflows, and SOPs.
• Monitor KPIs and ensure service level expectations are met.
• Maintain strong relationships with processors and business partners.
• Ensure compliance with company policies and payment industry regulations.

Skills

Leadership

Operations management

Customer service

Bilingual English/Spanish

Payment processing

Process improvement

Team coaching

Tools

Fiserv

TSYS

Job description

We are seeking an experienced Operations Manager to lead the Operations and Customer Support team for a growing organization in the Merchant Services/Payments industry.

This role is responsible for overseeing daily operations, merchant onboarding, customer support, and process improvements while ensuring compliance with industry standards and delivering an exceptional customer experience.

Responsibilities

• Lead and develop the Operations Team through coaching and performance management.
• Oversee merchant onboarding, account maintenance, and operational support.
• Manage daily operations across payment processing platforms.
• Serve as the primary escalation point for operational and merchant service issues.
• Partner with Sales, Risk, Underwriting, and Compliance teams.
• Develop and improve operational processes, workflows, and SOPs.
• Monitor KPIs and ensure service level expectations are met.
• Maintain strong relationships with processors and business partners.
• Ensure compliance with company policies and payment industry regulations.

Qualifications

• 2+ years of experience in the Merchant Services/Payments industry.
• 3+ years of Operations leadership experience.
• Strong understanding of merchant onboarding, acquiring, underwriting, and payment processing.
• Hands-on experience with Fiserv is highly preferred.
• Experience with TSYS is a plus.
• Solid understanding of the Retail ISO/MSP business model.
• Excellent leadership, communication, and organizational skills.
• Must be fluent in both English and Spanish.