Our merchants are the heart and soul of our business, and the Merchant Success Team at Loop exists to optimize the value of the Loop partnership to their business. This begins with the merchant onboarding experience and continues through ongoing support and strategic account management.
Loop is seeking a passionate and strategic leader to head our Onboarding team and drive a world-class onboarding experience for our merchants. As the Senior Manager, Merchant Onboarding, you will be responsible for defining and implementing the overall onboarding strategy, building a high-performing team, and ensuring seamless integration of new merchants into our platform.
At Loop, we’re intentional about the way we work so that we can do our best work. We call this our Blended Working Environment. We work from our HQ in Columbus, OH, or one of our Hub or Secluded locations, and are distributed throughout the United States, select Canadian provinces, United Kingdom, and Australia. For this position, we’re looking for someone to join us in the United States, ideally in ET or CT.
What You’ll Do:
- Develop and execute a long-term vision and strategy for Merchant Onboarding that aligns with company goals.
- Lead and develop a team of onboarding specialists, fostering a culture of collaboration, feedback, and accountability.
- Evolve team structure and capacity as the business grows.
- Manage the onboarding budget, resourcing, and scheduling in partnership with the VP, Merchant Success.
- Audit and improve onboarding processes, delegating execution as needed and empowering your team.
- Evaluate and implement AI solutions, tools, and technology that improve onboarding efficiency and the merchant experience.
- Build training, performance management, and recognition programs for the onboarding team, plus training and self-service resources for merchants.
- Define and track key metrics, including time to value (TTV), time to launch (TTL), feature adoption, ACV launched, and customer effort score (CES), and use them to drive decisions.
- Partner with Product, Product Marketing, Sales, Customer Success, Finance, and Revenue Ops to align on adoption goals and bring merchant feedback into the business.
- Build strong relationships with key merchants and partners, and serve as the executive point of contact for onboarding escalations.
- Launch new onboarding and activation programs to support new products, services, and markets.
Your Experience:
- 5+ years of experience in onboarding, implementation, or customer success, including 2+ years leading individual contributors, managers, and/or multiple teams.
- Hands-on experience applying AI to onboarding and team operations, with a track record of introducing AI-enabled tooling, training your team to use AI effectively, and building workflows that save time and improve the merchant experience.
- A track record of building high-performing teams and improving processes, expectations, and results over time.
- Experience developing a long-term vision and translating it into initiatives aligned with company strategy.
- Success implementing tools, training programs, and self-service solutions that scale onboarding operations.
- Strong data skills, with experience creating team metrics and making data-driven decisions.
- Excellent cross-functional leadership and communication skills, with the ability to influence senior stakeholders in a fast-paced environment.
- Openness to giving and receiving candid feedback.
- A customer-first mindset and a commitment to creative, partnership-driven problem-solving.
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Loop Story
Commerce should feel effortless. Every product adored, every order perfect, every customer loyal for life. But reality is messier: operations get tangled, margins grow thin, and trust is fragile. That’s where Loop steps in. We create confidence where commerce fails.
We started by fixing returns and exchanges. Today, we’re building a connected commerce operations suite — powering everything from order tracking to fraud prevention, with hundreds of innovations in between. Grounded in data and insight, our platform helps merchants make smarter decisions with every transaction. Over 5,000 of the world’s most loved brands trust Loop to turn cost centers into growth engines. Our mission is simple: protect margins, delight customers, and help merchants build businesses that last.
Life at Loop is rooted in our core values. We balance high empathy with high standards, knowing that work is better when we can show up authentically and resilience is built by facing challenges head-on. We expect you’ll grow quickly, learning skills that last far beyond your time here. Loop is a formative chapter in your career — a chance to shape the future of commerce and to leave better than when you arrived.
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