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Remote role, generalist operations manager title, and broad applicant pool increase competition.
Role requires logistics and merchant-ops expertise, limiting transferability across industries.
Explicit 6+ years, 3+ people management, and required tools/ops experience make screening moderately strict.
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Lead a team of Leads and Analysts in Merchant Support Operations within Control Tower to drive team performance, SLA adherence, and operational excellence.
Manage operational workflows including ticket queue monitoring, escalation handling, and cross-functional stakeholder collaboration for issue resolution.
Own reporting, analytics, and continuous improvement initiatives to enhance service quality, operational efficiency, and merchant experience.
6+ years of experience in Operations, Merchant Support, Customer Support, Control Tower, Logistics, or E-commerce environments.
3+ years of people management experience leading frontline teams or operational support functions.
Strong proficiency in managing KPIs, SLAs, quality frameworks, and operational scorecards in ticket-based support environments.
Experience with tools such as Jira, Salesforce, Microsoft Excel, Power BI, PowerPoint, and workflow management platforms.
Experienced in scaling and developing high-performing teams in fast-paced, operational environments with focus on accountability and results.
Skilled in data-driven decision making using operational analytics and performance dashboards to implement process improvements.
Effective cross-functional collaborator with strong stakeholder management capabilities across teams like Fulfillment Centers, Product, Engineering, and Merchant Success.