Senior Manager, POS Partnership

Job Overview

The Senior Manager, POS Partnership & Merchant Operations, is responsible for building and managing strategic POS partnerships while ensuring smooth end-to-end merchant operations. The role drives partner onboarding, commercial negotiations, and joint go-to-market initiatives to maximize adoption and transaction growth. It also oversees merchant onboarding, training, and after-sales support to deliver a seamless merchant experience. Additionally, the position manages acquisition pipelines and collaborates cross-functionally to align operations with product, risk, and finance priorities.

Working Location: Empire Tower (100% onsite, accessible via BTS Chong Nonsi)

Job description

POS Partnership Development

• Identify, evaluate and onboard new POS partners (hardware manufacturers, ISVs, distributors)
• Lead commercial negotiations, contract drafting and incentive design
• Drive joint go-to-market initiatives and ensure technical integration (SDK/API, certification, compliance)
• Track partner performance; refine joint business plans to maximise TPV and device penetration

Merchant Operations & Experience

• Own SME merchant onboarding lifecycle: KYC/KYB review, contract generation, store profile setup
• Coordinate field teams for device installation & pilot testing; ensure ≤ X days TAT from sign-up to first transaction
• Design & deliver training (in-person / digital) covering POS usage, reconciliation and dispute handling
• Build scalable after-sales service model (help-desk SOPs, service logistics, knowledge-base)

Pipeline & Growth Management

• Maintain and report merchant acquisition funnel; forecast monthly activation volume
• Work with Sales to optimise lead scoring, win-back campaigns and partner referrals

Cross-Functional Alignment

• Act as "voice of front line" into Product, Engineering, Risk, Finance Ops—prioritising pain points and co-shaping roadmaps
• Run weekly syncs, produce issue logs, track closure; ensure compliance and launch readiness for new features

Job Qualifications

• 7+ years in payments/merchant acquiring/POS; 3+ years hands-on in offline acquiring in Thailand (store rollouts, field ops, vendor management).
• Proven device rollout at scale (e.g., 1,000+ terminals or 500+ stores): can show improved TAT (sign-up ➜ install ➜ first transaction), FTT, and SLA compliance.
• Deep POS/EDC stack know-how: EMV contact/Contactless, QR acceptance, TMS/remote config, key injection/CAPK, EMV L2/L3 certification flows, PCI DSS/PTS, device logs & troubleshooting (SIM/4G/Wi-Fi/LAN, printers, peripherals).
• Full merchant lifecycle ownership: KYC/KYB, contracting, site survey & install scheduling, pilot testing, training (usage/reconciliation/dispute), after-sales (help-desk SOPs, RMA/swap, spares), and SLA governance (CSAT, FRT/MTTR, recurrence).
• Strong partnership management: evaluate, negotiate and launch with hardware OEMs/ISVs/distributors; design rebates/target-based incentives; run joint business plans and co-selling to drive TPV & device penetration.
• Program & cadence management: weekly syncs, issue logs, risk/decision registers, launch-readiness checklists, and field playbooks across Product/Engineering/Risk/Finance Ops.
• Data-driven operator: builds funnel & SLA dashboards (FTT median, install SLA, CSAT, churn), forecasts monthly activations, comfortable with Excel/BI (Tableau/Looker; SQL a plus).
• Communication & influence: fluent English; Thai strongly preferred (Mandarin a plus). Able to switch register between C-suite discussions and field technician coordination.
• On-the-ground mindset: willing to travel, join store go-lives, and support after-hours/weekend cutovers when needed.