Job Description

Key Responsibilities:

- Lead end-to-end merchant operations, including onboarding, activation, performance management, and retention
- Develop and implement strategies to improve merchant quality, availability, and service levels
- Analyze operational data to identify gaps, inefficiencies, and growth opportunities
- Design and optimize workflows, SOPs, and tools to improve operational efficiency and scalability
- Collaborate cross-functionally with product, sales, marketing, and customer support teams
- Manage and mentor a team of operations specialists or associates
- Drive initiatives to improve merchant engagement, satisfaction, and long-term retention
- Monitor key performance indicators (KPIs) and ensure targets are consistently met or exceeded
- Lead vendor/partner communications and resolve escalations effectively
- Identify automation opportunities and work with tech teams to implement solutions

Requirements

Qualifications:

- Bachelor's degree in Industrial Engineering, Business Administration, Operations Management, or a related field
- 5–7 years of relevant experience in merchant operations, vendor management, or seller operations
- Prior experience in e-commerce, logistics, or on-demand platforms is strongly preferred
- Proven track record of managing and improving operational processes at scale
- Strong analytical skills with experience in data-driven decision-making
- Experience managing teams and driving performance in a fast-paced environment
- Excellent stakeholder management and communication skills
- Proficiency in tools such as Excel/Google Sheets; familiarity with SQL or data visualization tools is a plus

Preferred Background

Experience working in high-growth environments such as food delivery, ride-hailing, or marketplace platforms
Familiarity with merchant lifecycle management and marketplace dynamics
Exposure to process improvement methodologies (e.g., Lean, Six Sigma) is an advantage

Key Competencies

Expansion Planning Strategy & PMO Executive - Last Mile , SPX Express

Merchant Operations Lead, SPX Express