Merchant Onboarding Manager II
We are looking for a high-impact leader to own the performance, structure, and scalability of Tabby’s SME Sales & Activation Engine.
This is a high-volume leadership role. You will manage a large team of tele-sales and onboarding specialists responsible for acquiring merchants and moving them from "prospect" to "live and transacting." You are not just managing people; you are managing productivity. You will drive efficiency by incorporating technology for pre-qualification, optimizing call cadences, and ensuring our "bread and butter" SME sector scales without chaos.
This role sits above day-to-day execution but requires a deep understanding of sales floor dynamics, funnel mechanics, and operational rigor. Key Responsibilities
1. Team Leadership & Sales Culture
2. Tech-Enablement & Pre-Qualification
3. Operational Ownership (The Funnel)
4. Process Design & Continuous Improvement
5. Performance Management & Reporting
Define clear success metrics (Daily Activity, Pipeline Health, Activation Speed) and ensure consistent tracking via dashboards.
6. Cross-Functional Alignment
What Success Looks Like
This is a high-volume leadership role. You will manage a large team of tele-sales and onboarding specialists responsible for acquiring merchants and moving them from "prospect" to "live and transacting." You are not just managing people; you are managing productivity. You will drive efficiency by incorporating technology for pre-qualification, optimizing call cadences, and ensuring our "bread and butter" SME sector scales without chaos.
This role sits above day-to-day execution but requires a deep understanding of sales floor dynamics, funnel mechanics, and operational rigor. Key Responsibilities
1. Team Leadership & Sales Culture
- Hire, train, and lead a large team of Inside Sales Managers and Executives.
- Build a high-performance culture focused on distinct KPIs: Call volume, connect rates, conversion rates, and time-to-live.
- Coach managers on driving daily productivity and holding their teams accountable.
- Foster a culture of trust, directness, and psychological safety, while maintaining uncompromising standards for output.
2. Tech-Enablement & Pre-Qualification
- Lead the integration of technology (AI, automation, or CRM tools) to automate the pre-qualification of leads before they reach the sales team.
- Design workflows where technology handles the heavy lifting of vetting, allowing your sales team to focus solely on high-quality, convertible merchants.
- Continuously audit our sales stack to remove friction and increase "selling time" per agent.
3. Operational Ownership (The Funnel)
- Own the end-to-end funnel metrics
- Identify leakage points in the funnel. If merchants are stalling at the "Approved" stage, you find the root cause and fix it.
- Review numbers daily/weekly. Challenge performance narratives with data, not feelings.
- Balance speed with quality, ensure we are launching merchants fast, but also launching them correctly so they transact immediately.
4. Process Design & Continuous Improvement
- Design and document SOPs and Playbooks for the sales and onboarding teams.
- Remove bottlenecks by clarifying dependencies between Sales, Risk, and Ops.
- Drive structural fixes over manual workarounds. If a process requires constant escalation, it is broken—you are here to fix it.
5. Performance Management & Reporting
Define clear success metrics (Daily Activity, Pipeline Health, Activation Speed) and ensure consistent tracking via dashboards.
- Collective Performance Model: Implement a structure where team success dictates individual success. Ensure transparency in how targets are set and reviewed.
- Hold managers accountable for outcomes (revenue/live merchants), not just outputs (number of calls made).
6. Cross-Functional Alignment
Act as the primary bridge between RevOps, Risk, Legal, Product, and Tech.- Translate cross-functional constraints (e.g., changes in Risk policy) into clear execution plans for your sales floor.
- Escalate strategically, bring solutions and context, not just noise.
What Success Looks Like
- High Efficiency: High volume of calls/activities yielding high conversion rates due to effective pre-qualification tech.
- Speed to Lead: Merchants are contacted, signed, and activated rapidly.
- Predictability: Targets are hit consistently without end-of-month panic/firefighting.
- Strong Leadership: You have built a layer of strong managers who can run the floor independently.
- 7+ years experience in high-velocity Sales, Business Development, or Sales Operations.
- 3+ years experience managing managers and large teams (15+ people).
- Proven track record of implementing sales technology (Dialers, CRM automation, Lead Scoring) to drive efficiency.
- Experience in Fintech, BNPL, SaaS, or high-volume E-commerce is strongly preferred.
- Strong command of data (Excel/Sheets, Salesforce/HubSpot, Tableau/Looker).
- Not an Individual Contributor role (you are leading leaders)
- Not a purely "Strategy" role (you must be willing to get your hands dirty in the ops).
- Not a "Relationship Management" role (this is about acquisition and activation velocity).
- Flexible working hours and autonomy.
- A working environment where the quality of your work shapes your career trajectory.
- Employee Stock Options Program (ESOP).
- Medical & Social Insurance.
- Flexi Perks: Monetary benefit for health, well-being, or professional development.
- AI Subscription Allowance of up to 250$
- Hybrid Work Setup
- 2 months Remote work allowance
