Opex Lead (Merchant Ops), SPX Express

Job Description

• Manage the end-to-end merchant onboarding process, ensuring complete documentation, system setup, and timely activation.
• Conduct onboarding and operational training for merchants, covering platform usage, order management, food preparation standards, and operational policies.
• Monitor merchant performance against key SLA metrics, including food preparation time, order acceptance rate, order readiness, and cancellation rate.
• Analyze performance trends, identify gaps, and work closely with merchants to implement corrective actions and improve compliance.
• Handle merchant claims, disputes, and escalations by conducting investigations, coordinating with relevant teams, and ensuring timely resolution within established t turnaround times.
• Maintain accurate records of onboarding, training completion, performance reviews, and claims cases for reporting and audit purposes.
• Collaborate with cross-functional teams to address operational issues, improve merchant experience, and drive continuous process improvements

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Supply Chain, Hospitality, or a related field.
• Minimum 5-8 years of experience in merchant operations, account management, operations excellence, or related roles within e-commerce, food delivery, logistics, or marketplace platforms.
• Proven experience managing merchant onboarding, performance management, SLA monitoring, and claims resolution processes.
• Strong stakeholder management skills with the ability to influence and build relationships with merchants and cross-functional teams.
• Demonstrated experience analyzing operational data, identifying performance gaps, and implementing process improvement initiatives.
• Strong problem-solving and decision-making skills with the ability to handle escalations independently.
• Excellent communication, training, and presentation skills, with experience conducting merchant-facing workshops or training sessions.
• Proficient in Microsoft Excel/Google Sheets and reporting tools experience with dashboards and performance tracking is an advantage.
• Highly organized, detail-oriented, and capable of managing multiple priorities in a fast-paced environment.
• Experience leading projects, mentoring team members, or driving operational initiatives is preferred.