About the role
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
- Customer Retention & Growth
- Design and run a systematic customer health monitoring program, using data signals such as customer inquiries, transaction volume trends, and product usage to identify at-risk accounts.
- Develop and execute proactive intervention and win-back plays for customers showing signs of disengagement or churn risk.