[Hiring] Device & Merchant Technology Manager @Xplor

Role Description

The Device & Merchant Technology Manager owns Xplor’s payment device lifecycle, performance, controls and strategy. Working with Business Units, Payments and manufacturers, the role oversees POS Portal’s contracted configuration, warehousing, fulfilment, reporting and returns services to support growth, reliable merchant service and agreed compliance and financial requirements.

Key Responsibilities

• Own the device lifecycle from demand forecasting and purchasing through deployment, support, replacement, returns, refurbishment and retirement; oversee POS Portal’s delivery against Xplor’s requirements.
• Maintain accurate, reconciled serial-number records and controls; monitor device performance, usage, availability and condition, balancing stock needs against cost.
• Be the main Business Unit contact for device needs, forecasts and growth plans, translating requirements into delivery plans with POS Portal and internal teams while maintaining consistent standards.
• Lead existing-estate migrations with each Business Unit, owning sequencing, customer communications, readiness and service continuity; track progress, risks, dependencies and exceptions to completion.
• Own Xplor’s device operating model and POS Portal relationship, holding the vendor accountable for contractual commitments, SLAs and KPIs through regular service, stock, cost and customer-experience reviews.
• Resolve escalations and cross-functional blockers, drive root-cause improvements and coordinate device manufacturers and future hardware partners.
• Govern terminal configuration standards and coordinate software, firmware and security updates with Product, Engineering, Operations and vendors.
• Support terminal launches, certification and upgrades aligned with Xplor’s product roadmap and merchant needs.
• Partner with Customer Success, Support and Onboarding to improve installation, activation and support, with clear playbooks, ownership and service expectations.
• Act as the senior escalation point for complex device issues and use incident trends to reduce repeat contacts.
• Maintain applicable PCI, security and regulatory controls, including lost, stolen, compromised and retired devices; support audits, risk reporting and remediation.
• Track device costs, vendor charges, inventory exposure and opportunities for cost optimisation.
• Develop the device estate strategy, evaluate SmartPOS, integrated and unattended solutions, and build investment cases.
• Drive automation, standardisation and scalability across device management processes.

Qualifications

• Experience managing payment terminals, hardware or a comparable technology estate at scale, within payments, merchant acquiring, fintech or payment operations.
• Strong vendor management and communication skills across Business Units, technical teams and external partners.
• Working knowledge of device lifecycle management, fulfilment, inventory and operational controls.
• Strong analytical capability, with the ability to turn performance data into clear actions.
• Experience with POS Portal or a similar provider, acquiring, PayFac or payment processing, ideally across multiple geographies or Business Units.
• Knowledge of SmartPOS, integrated commerce, terminal technologies, PCI DSS and device security requirements.

Requirements

• To be considered for employment, you must be legally authorized to work in the United States. This applies to remote roles too, as we can only employ people who reside within the US.
• Xplor does not sponsor visas, either at the time of hire or at any later time.
• We're also not able to offer contractor arrangements or Employer of Record engagements for this position at this stage.

Benefits

• Our five core values guide us from how we hire and recognise our team members to how we interact with our customers day to day:
• Find a better way
• Do the right thing
• Say it straight
• Win together
• Own the outcome
• If these values sound like you, and describe people you want to work with, you will thrive at Xplor.
• As an Xplorer, you will be part of a global network of talented colleagues who will support your success.