Build end-to-end implementation experiences that help enterprise merchants launch and grow with confidence. In this role, you will lead complex onboarding and integration work, align cross-functional teams, and keep delivery on track from kickoff through launch. You will partner closely with clients and internal stakeholders to resolve issues quickly and improve how we execute at scale. If you enjoy ownership, structured problem-solving, and measurable impact, this role offers meaningful opportunities to shape the client experience.
As an Implementation Manager in the enterprise merchant services onboarding team, you lead complex client implementations and onboarding activity for strategic merchants. You partner with clients and internal teams to plan delivery, manage risks and dependencies, and drive consistent execution. You help improve operational effectiveness by identifying gaps, simplifying processes, and strengthening communication throughout the implementation lifecycle.
Job responsibilities
- Lead end-to-end client implementations from kickoff through launch, aligning scope, timelines, and success criteria
- Build and maintain implementation plans, milestone tracking, and status reporting for internal and client stakeholders
- Facilitate client and internal working sessions to drive decisions, remove blockers, and maintain delivery momentum
- Coordinate cross-functional teams (e.g., sales, relationship, product, technology, operations, risk) to execute onboarding activities
- Identify risks, issues, and dependencies early; escalate appropriately and drive timely resolution
- Create clear written communications, including status updates, executive summaries, and escalation materials
- Improve implementation execution by identifying process gaps, proposing solutions, and standardizing repeatable practices
- Support change initiatives that enhance client experience, automation, and operational efficiency
- Ensure implementation activity aligns with applicable controls, operational requirements, and governance expectations
- Maintain accurate documentation of plans, decisions, and deliverables to support transparency and auditability
- Contribute to team learning through knowledge sharing, training participation, and continuous improvement efforts
Required qualifications, capabilities and skills
- Minimum 5 years’ experience leading complex client implementations, onboarding, or integration projects in payments, fintech, or commerce platforms
- Working knowledge of payment processing and merchant services concepts (e.g., transaction flows, settlement, disputes/chargebacks, reconciliation)
- Experience applying project management practices, including scope management, timeline planning, and dependency tracking
- Ability to communicate status, risks, and tradeoffs clearly to stakeholders across levels of seniority
- Demonstrated ability to manage multiple workstreams in a deadline-driven environment
- Demonstrated structured problem-solving skills to diagnose issues and drive resolution to closure
- Experience partnering cross-functionally to align priorities and deliver outcomes (e.g., product, technology, operations, risk)
- Proficiency with reporting and analysis tools (e.g., Excel, Tableau) and collaborative documentation practices
- Experience producing clear written deliverables (e.g., project plans, runbooks, stakeholder updates)
- Ability to de-escalate issues by clarifying facts, aligning owners, and driving next steps
- Ability to adapt delivery plans in changing environments while maintaining accountability and transparency
Preferred qualifications, capabilities and skills
- Familiarity with API documentation tooling and formats (e.g., OpenAPI/Swagger, YAML, JSON)
- Familiarity with version control and collaboration workflows (e.g., GitHub)
- Familiarity with process improvement methods (e.g., Lean, Six Sigma)
- Exposure to automation and analytics use cases that improve onboarding or implementation outcomes
- Demonstrated ability to identify opportunities for AI and automation integration within operational workflows, including experience evaluating, implementing, or governing AI-driven solutions to achieve scalable process improvements and strategic objectives