Director of Merchant Operations & Customer Growth

OTT Pay Inc. is a high-growth cross-border payments and acquiring platform operating across Canada Hong Kong and Singapore. As part of OTT Financial Group OTT Pay serves merchants financial institutions and agent partners with payment and acquiring solutions.

The Director Merchant Operations & Customer Growth is a senior leadership role responsible for converting qualified merchant applications into live active and retained customers. Reporting to the CRO the Director owns the operational customer journey from application and onboarding through first transaction ongoing usage retention and expansion while coordinating closely with Sales and specialist functions.

Key Responsibilities:

Merchant Onboarding & Application Operations

• Own the merchant journey from formal account registration and application through operational readiness.
• Manage application completeness document collection follow-ups operational pre-checks and abandoned-application recovery.
• Establish clear case ownership service standards escalation mechanisms and backlog management.
• Enable self-service applications to enter the operational process without requiring prior involvement from a salesperson.

Implementation & Activation

• Coordinate risk and upstream reviews merchant configuration device/API implementation training and first-transaction validation.
• Establish implementation plans accountable owners target launch dates service expectations and escalation paths.
• Identify and resolve operational barriers that delay merchant activation while respecting specialist ownership of approval risk technology and settlement decisions.
• Identify why approved or signed merchants are not processing transactions and establish structured 7/30/60/90-day activation programs.

Customer Success Retention & Growth

• Monitor time to first transaction payment usage merchant experience and early indicators of customer disengagement.
• Segment merchants based on activity declining volume inactivity growth potential number of locations and seasonality.
• Develop customer education reactivation service-recovery and usage-growth programs.
• Identify opportunities for additional locations products and payment methods referring pricing contract changes and commercial negotiations to Sales.

Existing Merchant Local-Card Expansion

• Build and maintain a qualified list of existing merchants with local-card expansion potential.
• Analyze current acquiring arrangements unused capacity merchant needs and barriers to adoption.
• Partner with Sales to convert commercially negotiated opportunities and then own post-sale implementation activation usage and retention measurement.

Operational Analytics & Process Improvement

• Connect application merchant location product and transaction data to identify losses and friction across the customer journey.
• Establish operational dashboards and measurable service standards covering application processing backlog time to first transaction usage and retention.
• Run process experiments and translate findings into concrete customer and operational improvements.
• Provide data-driven recommendations to Product and Technology based on recurring merchant usage and onboarding issues.

Team Leadership & Service Management

• Lead teams responsible for onboarding coordination activation customer success and operational analytics.
• Establish SOPs quality controls workload planning service standards and regular performance reviews.
• Coordinate transaction settlement technology and customer-service issues with the appropriate specialist teams and track resolution through closure.

What you bring to the table:

• 8 years of experience in merchant operations payment implementation customer success customer growth or a related fintech environment.
• Demonstrated experience managing merchant onboarding implementation activation and/or customer lifecycle operations.
• Strong understanding of merchant activation retention usage growth and expansion.
• Proven ability to lead frontline operational teams and establish scalable SOPs service standards and escalation processes.
• Strong analytical capability with the ability to independently validate operational and customer-growth metrics.
• Strong cross-functional collaboration skills across Sales Product Technology Risk Compliance Finance and payment partners.
• Commercial mindset with disciplined judgment around customer growth operational capacity risk and service quality.

Preferred

• Experience in card acquiring payment processing merchant services or cross-border payments.
• Experience managing a portfolio of SMB enterprise multi-location or platform merchants.
• Experience improving application-to-activation conversion and reducing time to first transaction.
• Experience building customer-success or merchant-growth programs using transaction and behavioral data.
• Experience working in a high-growth fintech or payments organization.

OTT Financial Group is committed to fostering an inclusive and accessible environment where all employees feel valued and respected and where every employee can realize their potential. We are committed to providing reasonable accommodation if required and will work with you to meet your needs. We appreciate all applicants for their interest; however only those candidates selected for an interview will be contacted.

Required Experience:

Director