TouchSuite · 1 day ago
VP - Operations, Payments Onboarding, Deployment & Service
Boca Raton, FL
Full-time
Onsite
Mid, Senior Level
7+ years expTouchSuite is seeking a Vice President of Operations to own and manage the end-to-end payments onboarding and servicing lifecycle. The role involves direct responsibility for people management, process execution, performance management, and cross-functional coordination in the payments sector.
PaymentsPoint of SaleSmall and Medium BusinessesSoftware
Responsibilities
Directly manage leaders and individual contributors across Underwriting, Risk, Onboarding, Deployment, and Service
Set clear expectations, performance goals, KPIs, and accountability standards for each function
Conduct regular performance reviews, coaching sessions, and corrective action plans as needed
Build staffing plans, training paths, and coverage models to support growth and volume fluctuations
Serve as the primary escalation point for operational issues, staffing gaps, and performance risks
Oversee daily underwriting operations, ensuring timely, accurate, and compliant merchant reviews
Enforce underwriting guidelines across card brands, ACH, and alternative payment solutions
Review and approve higher-risk or escalated merchants, including analysis of: Financials, tax returns, processing statements, and credit risk; Chargeback exposure, fraud indicators, and business models
Partner with Compliance and Legal to ensure adherence to PCI-DSS, KYC, AML/BSA, OFAC, card brand rules, and sponsor bank requirements
Monitor portfolio risk trends and recommend corrective actions when thresholds are exceeded
Own the full onboarding process from approval through live processing
Ensure accurate setup of merchants across: Pricing and fee structures; Hardware (terminals, POS, kiosks); Gateways and integrations; Banking and funding configurations
Oversee deployment logistics, hardware provisioning, and technical readiness
Reduce onboarding cycle times while maintaining quality and compliance
Ensure smooth handoffs between underwriting, onboarding, deployment, and service teams
Lead operational service teams responsible for post-deployment merchant support
Establish clear SLAs, escalation paths, and issue-resolution standards
Monitor service metrics including ticket volume, resolution time, merchant satisfaction, and churn risk
Address systemic issues driving repeat tickets or merchant dissatisfaction
Partner with Risk and Compliance on chargebacks, fraud, and account monitoring
Define, track, and report KPIs across: Underwriting turnaround time; Onboarding and deployment accuracy; Service SLAs and escalation trends; Portfolio risk, attrition, and profitability
Identify process gaps, inefficiencies, and failure points across teams
Implement documented workflows, standard operating procedures, and training materials
Use data to drive continuous improvement, not just reporting
Work closely with Sales to align expectations, deal flow, and risk appetite
Partner with Product and Technology on new product launches, feature readiness, and operational impact
Coordinate with Finance on funding, reconciliation, and portfolio performance
Serve as the operational voice in growth initiatives, new verticals, and pricing strategies
Qualification
Required
7+ years experience in payments, merchant acquiring, fintech, or financial services
Proven leadership experience managing multi-function operational teams
Deep hands-on knowledge of: Merchant underwriting and risk, Payment processing operations, Hardware deployment and gateway integrations
Strong working knowledge of card brands, ACH/NACHA, platforms (TSYS, Fiserv) and sponsor-bank environments
Demonstrated ability to manage people, enforce standards, and improve execution
Comfortable operating in a fast-paced, high-volume environment
Preferred
Bachelor's degree preferred; relevant payments experience may substitute
Company
TouchSuite
SurfSocial is a smart wi-fi platform and social marketing tool that helps businesses better understand their customers.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
Sam Zietz
CEO
Farshad Tafazzoli
Chief Strategy Officer (CSO)
Company data provided by crunchbase