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spx express

Opex Lead (Merchant Ops), SPX Express

spx express
Philippines, Manila
5-8 Years
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Job Description

Job Description

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

Requirements

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.

More Info

Job Type:
Permanent Job
Industry:
Other
Function:
E-Commerce
Employment Type:
Full time

About Company

spx express

Job ID: 150871407

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Last Updated: 07-07-2026 07:18:50 AM
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