Merchant Operations & Growth Manager

About the Role We are looking for an experienced Merchant Operations & Growth Manager to own the operational success and business growth of our global fiat on/off-ramp merchants. This role goes beyond traditional merchant support. You will be accountable for the entire merchant lifecycle—from onboarding and launch to operational excellence, payment optimization, business growth, and long-term merchant success. Working closely with Sales, Product, Engineering, Risk, Compliance, Treasury, Payment Operations, and Marketing, you will ensure every merchant is launched efficiently, operates reliably, grows sustainably, and delivers long-term value to both the merchant and the company. This is a business ownership role with responsibility for merchant performance, operational excellence, and revenue growth. Key Responsibilities Merchant Lifecycle Ownership Own the complete merchant lifecycle from contract handover through activation, growth, and expansion. Responsibilities include: • Lead merchant onboarding and implementation • Coordinate commercial handover from Sales • Manage merchant onboarding project plans • Drive KYB and compliance readiness • Coordinate technical integration with Product and Engineering • Configure payment methods, settlement rules, pricing, limits, currencies and routing • Lead UAT and production launch • Ensure successful merchant activation • Drive long-term merchant success and retention Merchant Operations Excellence Ensure merchants operate smoothly and efficiently after launch. Responsibilities include: • Daily operational support • Incident management • Escalation handling • SLA management • Operational health monitoring • Merchant operational reviews • Root cause analysis • Continuous process improvement • Documentation and SOP management • Serve as the primary operational owner for merchant-related issues. Merchant Growth & Revenue Expansion Develop and execute merchant growth strategies to maximize transaction volume, revenue, and merchant lifetime value. Responsibilities include: • Develop merchant-specific growth plans • Identify transaction growth opportunities • Increase merchant GPV (Gross Processing Volume) • Improve merchant activation • Increase merchant retention • Drive merchant expansion into new markets • Launch additional currencies and payment methods • Increase merchant lifetime value (LTV) • Partner with Sales on upsell and cross-sell opportunities Payment Performance Optimization Continuously improve payment performance across the merchant portfolio. Responsibilities include: • Improve payment success rate • Increase checkout conversion • Optimize payment routing • Improve settlement efficiency • Reduce payment failures • Monitor fraud and chargeback trends • Improve payment cost efficiency • Identify operational bottlenecks • Coordinate optimization initiatives across Payment Operations and Product Product Adoption & Merchant Enablement Help merchants maximize the value of the platform. Responsibilities include: • Drive adoption of new products and features • Launch new payment methods • Enable new currencies and countries • Promote stablecoin settlement capabilities • Support API upgrades • Deliver merchant training • Build merchant playbooks and best practices • Improve feature adoption Merchant Success Management Build trusted relationships with strategic merchants and ensure long-term success. Responsibilities include: • Conduct Merchant Business Reviews (MBR/QBR) • Build Merchant Success Plans • Monitor Merchant Health Scores • Identify churn risks • Develop retention strategies • Coordinate executive business reviews • Collect merchant feedback • Improve merchant satisfaction • Act as a trusted advisor to key merchants. Cross-functional Leadership Coordinate cross-functional teams to deliver outstanding merchant experience. Partner closely with: • Sales • Product • Engineering • Compliance • Risk • Payment Operations • Treasury • Customer Support • Marketing • Drive alignment across teams to resolve issues and execute strategic initiatives. Data Analysis & Business Insights Use data to drive operational and commercial decisions. Responsibilities include: • Analyze merchant performance • Build merchant health dashboards • Monitor payment KPIs • Conduct funnel analysis • Analyze payment method performance • Identify growth opportunities • Produce business insights • Present recommendations to leadership • Support data-driven decision making across the organization. Operational Excellence & Automation Improve scalability by building standardized and automated operational processes. Responsibilities include: • Design operational playbooks • Standardize workflows • Improve internal tools • Define operational KPIs • Automate repetitive processes • Build reporting dashboards • Improve operational efficiency • Reduce manual workload • Continuously improve operational scalability. Qualifications Required • 5–8+ years of experience in Merchant Operations, Business Operations, Account Management, Merchant Success, Payment Operations, or Growth within payments, fintech, crypto, or financial services. • Proven experience managing enterprise or strategic merchants. • Strong understanding of global payment ecosystems, including: • Cards • Bank Transfers • Open Banking • Local Payment Methods • PSPs • Fiat On/Off Ramp • Strong project management and stakeholder management skills. • Excellent analytical and problem-solving abilities. • Experience with CRM, ticketing, and BI tools (e.g., Salesforce, HubSpot, Zendesk, Jira, Looker, Power BI). • Fluent English and Mandarin; additional languages are a plus. Preferred • Experience in crypto, Web3, digital assets, or regulated financial services. • Familiarity with AML/KYC/KYB and payment compliance. • Experience working across multiple jurisdictions. • SQL or data analysis skills. Vision & Mission • OSL is the first SFC-licensed digital asset platform in Hong Kong and a PayFi innovator. Through stablecoin payments, cross-border settlement and global licensing, we are building the next-generation payments network. Stablecoins have become everyday money across emerging markets and are widely viewed as blockchain’s “killer app,” with industry focus shifting from token issuance to real-world consumer and enterprise payment adoption. The strongest growth lies in cross-border B2B payments, where providers embedding stablecoins into corporate settlement flows can capture significant volume and float. Long-term defensibility comes fr