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Metro location, common operations manager title, and broad skill requirements increase candidate competition.
Transferable across marketplaces and e-commerce, but merchant-specific and deals knowledge increases domain specificity.
Requires senior merchant-ops experience, US-hours availability, and judgment-heavy responsibilities.
Manage and resolve the most complex merchant escalations end-to-end, including direct communication with merchants and implementing permanent fixes.
Review and coach the merchant operations team to maintain quality standards and healthy case backlog, while approving sensitive high-value actions.
Partner cross-functionally to unblock issues, decide on automation priorities, and monitor quality and performance trends for leadership.
Bachelor's degree in a related field.
Proven senior experience in merchant/partner operations, account management, escalations, or quality handling complex, high-stakes merchant cases independently.
Availability aligned with United States business hours.
Advanced, professional-level English proficiency (written and spoken).
Demonstrates strong independent judgment and ownership to fix problems end-to-end, not just escalate them.
Comfortable analyzing dashboards, spotting patterns, and making data-driven recommendations to reduce case recurrence.
Experience working with digital tools and automation and actively contributing to process improvements in a fast-changing environment.