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Payoneer is seeking a Merchant Operations Manager in Shanghai, China to drive customer retention and satisfaction for their merchant portfolio. This role involves leading a cross-functional service team, managing customer health proactively, and acting as the Voice of the Customer internally to influence product and process improvements. The manager will also serve as Incident Commander during critical customer-impacting events, ensuring swift and accountable resolution. This is a strategic, business-driving position focused on increasing net revenue retention, reducing churn, and building a scalable customer success engine.
About Payoneer
Founded in 2005, Payoneer is the global financial platform that removes friction from doing business across borders, with a mission to connect the world’s underserved businesses to a rising global economy. We’re a community with over 2,500 colleagues all over the world, working to serve customers, and partners in over 190 countries and territories.
By taking the complexity out of the financial workflows–including everything from global payments and compliance to multi-currency and workforce management, to providing working capital and business intelligence–we give businesses the tools they need to work efficiently worldwide and grow with confidence.
Role Summary
The Checkout Operations Manager is the single-threaded owner of customer retention, satisfaction, and growth for our merchant portfolio across all regions. You will lead a cross-functional service team, drive proactive customer health management, and serve as the Voice of the Customer internally to influence product and process improvements.
Crucially, you will also act as the Incident Commander during critical customer-impacting events, ensuring fast, transparent, and accountable resolution.
This is not a reactive support role. It is a business-driving position that balances day-to-day service excellence with strategic initiatives to increase net revenue retention, reduce churn, and build a scalable, insight-led customer success engine.
What you’ll do
Who you are
The Payoneer Ways of Working
Act as our customer’s partner on the inside
Learning what they need and creating what will help them go further.
Do it. Own it.
Being fearlessly accountable in everything we do.
Continuously improve
Always striving for a higher standard than our last.
Build each other up
Helping each other grow, as professionals and people.
If this sounds like a business, a community, and a mission you want to be part of, apply today.
We are committed to providing a diverse and inclusive workplace. Payoneer is an equal opportunity employer, and all qualified applicants will receive consideration for employment no matter your race, color, ancestry, religion, sex, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by law. If you require reasonable accommodation at any stage of the hiring process, please speak to the recruiter managing the role for any adjustments. Decisions about requests for reasonable accommodation are made on a case-by-case basis.