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Forage · 2 months ago

Merchant Operations Manager

San Francisco, CA (Hybrid)

Full-time

Hybrid

Mid, Senior Level

$65K/yr - $95K/yr

5+ years exp

Forage is a fast-growing startup focused on building a modern payments stack for inclusive commerce. The Merchant Operations Manager will leverage expertise in government benefits programs to enhance merchant onboarding, drive customer success, and optimize operational processes, ultimately supporting Forage's mission to improve food access for SNAP customers.

Financial ServicesPaymentsTransaction Processing

Growth Opportunities

No H1B

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

Qualification

Government benefits expertiseStrategic account managementProject managementData-driven decision makingProcess improvementManage prioritiesCommunicationRelationship-building skills

Required

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