GTM Partnerships Manager (Payments Business Operations)

ABOUT AIRWALLEX

Airwallex is the only unified payments and financial platform for global businesses. Powered by our unique combination of proprietary infrastructure and software, we empower over 250,000 businesses worldwide – including Brex, Rippling, Navan, Qantas, SHEIN and many more – with fully integrated solutions to manage everything from business accounts, payments, spend management and treasury, to embedded finance at a global scale.

Proudly founded in Melbourne, we have a team of over 2,300 of the brightest and most innovative people in tech across 27 offices around the globe. Valued at US$11 billion and backed by world-leading investors including T. Rowe Price, Visa, Mastercard, Robinhood Ventures, Sequoia, Salesforce Ventures, DST Global, and Lone Pine Capital, Airwallex is leading the charge in building the global payments and financial platform of the future. If you’re ready to do the most ambitious work of your career, join us.

ATTRIBUTES WE VALUE

We hire successful builders with founder-like energy who want real impact, accelerated learning, and true ownership. You bring strong role-related expertise and sharp thinking, and you’re motivated by our mission and operating principles https://www.airwallex.com/us/operating-principles. You move fast with good judgment, dig deep with curiosity, and make decisions from first principles, balancing speed and rigor.

You're humble and collaborative; turn zero‑to‑one ideas into real products, and you “get stuff done” end-to-end. You use AI to work smarter and solve problems faster. Here, you’ll tackle complex, high‑visibility problems with exceptional teammates and grow your career as we build the future of global banking. If that sounds like you, let’s build what’s next.

THE ROLE:

We are seeking a highly motivated and experienced Payments Business Operations (Offline Acquiring Focus) Expert to join our growing team.

This critical role will be responsible for optimizing the operational efficiency, stability, and scalability of our offline acquiring business, which encompasses point-of-sale (POS) systems, terminal deployments, merchant onboarding, and MCC/MDR quotation.

The ideal candidate possesses deep expertise in the payments ecosystem, particularly the operational intricacies of face-to-face transactions, card present schemes, and related regulatory compliance.

RESPONSIBILITIES:

OPERATIONAL STRATEGY AND OPTIMIZATION

- Design, document, and implement best-in-class operational processes for the entire offline acquiring lifecycle, from merchant application and underwriting to settlement and chargeback management.

- Identify bottlenecks, points of friction, and manual tasks within current workflows and drive automation and process re-engineering efforts to improve efficiency and reduce operational risk.

- Manage the operational relationship with key external partners, including payment partners (Point of Sales, Payment service platforms, etc.), terminal vendors, ISOs, and third-party service providers essential to the offline ecosystem.

- Develop and maintain comprehensive operational policies and standard operating procedures (SOPs) specific to POS deployments, terminal inventory management, and on-site support.

OFFLINE MERCHANT ONBOARDING AND LIFECYCLE MANAGEMENT

- Oversee the end-to-end operational flow for onboarding new merchants for offline payment acceptance, ensuring compliance with KYC/AML regulations and scheme rules for physical acquiring.

- Manage the Terminal service provider for inventory, configuration, deployment, and decommissioning processes for physical POS terminals and related hardware (e.g., PIN pads, receipt printers).

- Ensure the timely and accurate setup of merchant parameters, fee structures, and routing logic across all relevant payments systems.

- Serve as the escalation point for complex merchant operational issues, including connectivity failures, terminal malfunctions, and settlement discrepancies specific to offline transactions.

PERFORMANCE MONITORING AND RISK MANAGEMENT

- Establish key performance indicators (KPIs) and operational metrics for the offline acquiring business (e.g., terminal uptime, deployment lead time, dispute resolution rates, operational costs).

- Monitor daily transaction processing and settlement activities to identify and resolve discrepancies or failures promptly.

- Collaborate with Risk and Compliance teams to ensure all operational procedures adhere to PCI DSS, scheme compliance mandates for card-present environments, and local regulatory requirements.

- Lead efforts related to scheme compliance reporting and operational audits for the offline channel.

CROSS-FUNCTIONAL COLLABORATION

- Work closely with Product Management to define operational requirements for new features or products related to offline acquiring technology.

- Provide subject matter expertise to Sales and Account Management teams regarding operational capabilities, limit