GTM Partnerships Manager (Payments Business Operations)

About Airwallex Airwallex is the AI-native financial operating system for a real-time, intelligent economy. More than 676,000 businesses, including McLaren Racing, Qantas, SHEIN, and TikTok, use us, directly or through our platform partners, to run their financial operations or build and monetize financial products of their own. We started in Melbourne in 2015 to build the infrastructure global commerce runs on. We're the regulated backbone behind global payments: not by accident, but by design. A decade plus, 85+ licenses, and a financial infrastructure spanning North America, Europe, the Middle East, and Asia-Pacific. We're co-headquartered in San Francisco and Singapore, with more than 2,300 people across 27 offices. We hire builders with founder-level energy, people who move fast with good judgment, dig in with real curiosity, and make calls from first principles rather than waiting to be told what to do. Read our operating principles to see it in full. 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 acqui