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High: remote, mid-level operations role at a known startup with generalist expectations and popular title.
High: requires domain-specific merchant, fulfillment, logistics, and control-tower operational experience.
High: explicit 6+ years, 3+ years people management, and mandatory tools/domain experience required.
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Lead and develop a team of Leads and Analysts focused on merchant support operations within Control Tower, ensuring high team performance and accountability.
Own Merchant Ops performance against KPIs, SLAs, quality standards, and productivity targets; manage ticket queues and operational processes to ensure timely issue resolution.
Serve as primary escalation point for complex operational issues; partner cross-functionally to improve processes, enhance merchant experience, and deliver operational excellence.
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 experience managing performance via KPIs, SLAs, and operational scorecards; proficient with Jira, Salesforce, and workflow management tools.
Bachelor's degree in Business, Operations, Supply Chain, Management, or related field preferred; Location: Remote - India.
Experienced in managing frontline merchant operations teams with focus on operational metrics, workload balancing, and quality standards.
Analytical with ability to leverage operational data and performance dashboards for continuous improvement and automation initiatives.
Skilled in cross-functional stakeholder engagement, escalation management, and communication of operational risks and performance updates.