About this role
About the Team
The New Vertical Onboarding Strategy & Operations team drives a fast, seamless onboarding experience for merchants across the SMB segments. We collaborate closely with cross-functional partners to enhance visibility, streamline workflows, and reduce onboarding friction through scalable process and product improvements. Our mission is to ensure every merchant launches smoothly and efficiently, powered by data-driven insights and strong operational alignment.
About the Role
The SMB Onboarding Strategy & Operations (S&O) role focuses on improving the end-to-end onboarding experience for small and medium-sized merchants by identifying process inefficiencies, building visibility tools, and driving scalable solutions across cross-functional teams. This role acts as the single-threaded owner for SMB onboarding, ensuring merchants are launched quickly, accurately, and with minimal friction through data-driven insights, process automation, and clear ownership alignment.
Key Responsibilities
• Process Visibility & SLA Tracking: Build dashboards to monitor true onboarding timelines, identify delays, and surface insights to inform process and tooling improvements.
• Root Causing Blocked Cases: Develop a shared tracker for blocked cases, analyze trends, and work with cross-functional partners to resolve issues and implement sustainable fixes.
• Integrations Enablement: Design and refine onboarding workflows for new integration types (e.g., Shopify), and establish scalable processes as SMB Retail expands in 2027.
• Product & Tooling Guidance: Translate workflow gaps into actionable product requirements for systems like SFDC, and advocate for automation that reduces manual work.
• Cross-Functional Collaboration: Partner with MXO, GTMT, IA, Sales, and Product to ensure end-to-end alignment on onboarding priorities and execution.
• Data & Insights: Create and maintain onboarding performance dashboards to measure success and track progress toward SLAs and OKRs.
You will report into the Manager of the Onboarding S&O pod on our Merchant Onboarding & Experience S&O team in our New Verticals Business Development organization.
You’re excited about this opportunity because you will…
• Drive meaningful impact by transforming how SMB merchants onboard — reducing friction, accelerating launch timelines, and improving the overall merchant experience.
• Shape strategy and process from the ground up, building visibility tools, performance metrics, and scalable workflows that become the foundation for SMB onboarding excellence.
• Collaborate cross-functionally with Product, Sales, Ops, and GTMT to design solutions that balance speed, quality, and automation across the onboarding journey.
• Own high-visibility problem areas, using data to identify blockers and lead systemic, cross-team improvements that directly impact business growth.
• Be at the forefront of innovation, helping define the future of mercha