Merchant Operations Manager

Summary

Join Forage, a mission-driven payments company, as a Merchant Operations Manager. You will leverage your expertise in government benefits programs (EBT/SNAP) to drive operational excellence, accelerate merchant onboarding, and champion customer success. This role involves acting as a key partner to grocery platforms and retailers, streamlining integrations, and managing strategic accounts. You will be responsible for optimizing processes, identifying growth opportunities, and collaborating cross-functionally. The position requires a proactive, strategic thinker capable of navigating complex projects and stakeholders. Forage offers a competitive salary, comprehensive benefits, and a remote-first work environment.

Requirements

• Proven experience (5+ years) in operations, strategy, or program management, ideally with experience working at a high growth fintech, in government programs, or in the grocery industry
• Demonstrated ability to manage and grow relationships with large-scale accounts, including developing strategic account plans, aligning on shared goals, and driving successful outcomes
• Strong project management skills with experience managing complex cross-functional initiatives
• Excellent communication and relationship-building skills, with the ability to navigate and manage internal and external stakeholders
• A track record of process improvement and optimization, with a data-driven approach to decision-making
• Ability to manage multiple priorities and meet deadlines in a fast-paced, remote work environment

Responsibilities

• Serve as the subject matter expert on FNS guidelines, EBT/SNAP regulations, and government onboarding requirements, ensuring compliance across all stages of the customer journey
• Guide internal teams and customers through FNS policies, conducting research and providing insights that streamline the approval process
• Lead strategic merchant onboarding initiatives to accelerate the integration and launch process, reducing FNS approval time and driving early revenue gains
• Execute go-to-market strategies for SNAP/EBT integrations, from business model analysis to production testing, ensuring smooth, scalable onboarding experiences
• Continuously refine and optimize onboarding playbooks, focusing on process improvements that drive efficiency and customer satisfaction
• Act as the primary point of contact for strategic retail partners, ensuring strong relationships and alignment on business objectives throughout the entire partnership lifecycle
• Drive post-launch customer success by implementing initiatives that support merchant engagement, optimize EBT revenue, and foster long-term retention
• Lead proactive support and training efforts, empowering partners to maximize their EBT programs and meet growth targets
• Collaborate with Marketing, Revenue (formerly Business Development), and other internal teams to align on strategies that enhance merchant engagement and investment beyond the onboarding phase
• Manage project timelines, communicate updates effectively, and serve as an escalation point for operational and technical issues
• Collaborate with Marketing and Revenue (formerly Business Development)to leverage data to analyze customer performance, identify pain points, and develop strategic recommendations that contribute to Forage's growth and differentiation in the market
• Champion process improvements by streamlining internal workflows, driving tooling enhancements, and anticipating industry trends to maintain a competitive edge
• Utilize a data-driven approach to identify and execute new initiatives that support Forage’s mission of becoming the go-to partner for EBT solutions
• Provide hands-on support for technical integrations, collaborating closely with product and engineering teams to ensure seamless SNAP/EBT implementations
• Troubleshoot and resolve issues promptly, minimizing disruptions to customer operations and enhancing the overall partner experience

Benefits

• Compensation:$65k-95k USD base + equity + benefits
• Meaningful work that makes a positive impact on our society
• 100% of Medical, Dental and Vision premium coverage for yourself and dependents
• A remote-first work environment with opportunity for onsite meetings
• A fun and caring environment that prioritizes transparency, growth, and ownership
• A talented, diverse, high-achieving, and humble team with diverse backgrounds and viewpoints