Merchant Experience Manager

One Park FinancialMiami, FL

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Overview

Schedule

Full-time

Career level

Director

Remote

On-site

Job Description

COMPANY OVERVIEW

One Park Financial (OPF) is a leading Financial Technology company dedicated to empowering small businesses by connecting them with flexible financing and funding options. Our mission is to provide entrepreneurs with the working capital they need to elevate their businesses. At OPF, we believe in working with high-performing individuals who are ready to play an integral part in our company's expansion — because our success hinges on our people.

About the Role

The Merchant Experience Manager is our merchants' most important advocate inside the organization. This role exists because our merchants deserve more than a transaction — they deserve a seamless, supported, and predictable experience every step of the way. From the moment a merchant is approved to the day they renew (and renew again), this person is responsible for making sure that journey is clear, frictionless, and worthy of their trust.

This is not a reactive role. The Merchant Experience Manager proactively identifies where merchants are struggling, anticipates how they are likely to feel at each stage of their journey, and designs intentional interventions before frustration becomes a phone call — or worse, a lost relationship. Reporting to the CMO, this role connects customer success, lifecycle marketing, product, and operations around a single north star: the merchant.

RESPONSIBILITIES

Merchant Journey Mapping & Roadblock Identification

Conduct a comprehensive audit of every merchant touchpoint — from approval through funding, servicing, and renewal — with fresh eyes and a merchant-first lensIdentify and document friction points, experience gaps, and moments where merchants feel confused, unsupported, or at risk of disengaging

Map the emotional arc of the merchant journey, understanding not just what happens but how merchants feel at each stageBuild and maintain a living merchant experience playbook that guides every team touching the merchant relationship

Sentiment Anticipation & Proactive Engagement

Apply social listening and brand share of voice analysis across digital channels to surface emerging merchant sentiment, reputational signals, and competitive themes translating those insights into proactive engagement plays before issues escalate

Renewal Pipeline & Early Intervention

Partner with lifecycle marketing and data teams to build, refine, and operationalize propensity-to-renew and propensity-to-churn models turning model outputs into targeted interventions that measurably improve renewal rate, retention, and business performance outcomes

Voice of the Merchant

Lead persona-based journey mapping and analysis across distinct merchant segments using qualitative and behavioral inputs to identify stage-specific opportunities that drive increased engagement, deeper relationships, and higher conversion rates at every touchpoint

Merchant-Facing Digital Experience

Partner with Product, Data, and CRO stakeholders to identify, design, and analyze A/B tests across the merchant digital experience using journey data points to inform hypotheses, remove friction, and drive measurable lifts in engagement, retention, and profitable merchant relationships.

Requirements

5–8 years of experience in customer success, merchant services, or financial services CX — with a track record of measurably improving the customer experience, not just managing itDemonstrated ability to anticipate customer needs and design proactive solutions rather than reacting to problems after they occur

Data fluency — you can read behavioral and operational data and translate it into experience interventions and program designExperience building CX programs from the ground up, including journey maps, feedback systems, and engagement frameworks

Strong cross-functional operator who can align sales, marketing, product, and collections around the merchant perspective without direct authorityInternational Travel (US Visa)

Strongly Preferred:

Background in MCA, payments, or SMB lending — understand the financial and emotional stakes for small business ownersExperience influencing a customer-facing digital product roadmap using CX data and merchant insightsBilingual in English and Spanish — a meaningful portion of our merchant base communicates primarily in Spanish

Benefits

Why Join Us?

Be part of a global team committed to driving financial inclusion and innovation.

Competitive salary and benefits package.

A dynamic and inclusive work environment that values diversity and collaboration.

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FAQs About Merchant Experience Manager Jobs at One Park Financial

What is the work location for this position at One Park Financial?

This job at One Park Financial is located in Miami, FL, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at One Park Financial?

Employer has not shared pay details for this role.

What employment applies to this position at One Park Financial?

One Park Financial lists this role as a Full-time position.

What experience level is required for this role at One Park Financial?

One Park Financial is looking for a candidate with "Director" experience level.

What is the process to apply for this position at One Park Financial?

You can apply for this role at One Park Financial either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.