Program Manager, Merchant Onboarding

Program Manager, Merchant Onboarding Department: Operations Team: Sales Operations Location: Mexico City, Mexico Type: Full-Time ## About the Role As a Program Manager in the Delivery Commercial Operations (DCO) team, you will oversee and optimize Merchant Onboarding processes to ensure efficiency, consistency, and alignment with organizational objectives. You will be responsible for designing and delivering future-state processes across the end-to-end commercial lifecycle, leveraging industry best practices and external benchmarks. This role plays a pivotal part in driving continuous improvement initiatives, identifying opportunities for enhancement, and implementing scalable solutions across the organization. The ideal candidate is analytical, detail-oriented, and able to collaborate effectively with cross-functional teams. Strong leadership and influencing skills are required to drive process adoption and operational excellence. Candidates should be passionate about efficiency, continuous improvement, and creating an exceptional experience for both commercial users and customers. ## What You’ll Do Future-State Process Design - Lead the design, analysis, and documentation of Merchant Onboarding processes to improve efficiency, standardize procedures, and ensure regulatory compliance. Strategic Alignment & Commercial Focus - Ensure all processes align with Delivery’s strategic objectives and support the long-term goals of the commercial organization. Continuous Improvement - Identify opportunities to enhance processes, implement best practices, and monitor performance metrics to maintain operational excellence. Cross-Functional Collaboration - Work closely with stakeholders from Commercial teams, Regional SMEs, Finance, Product, and Compliance to understand process requirements, gather feedback, and implement changes effectively. Change Management - Support change management initiatives related to process improvements, including communication, training, and stakeholder engagement. Performance Monitoring - Define key performance indicators (KPIs) and track metrics to monit