Manager, Merchant Ops

Position:
Manager, Control Tower

Company:
ShipBob

Location:
Remote - India

Short Summary:
The Manager, Merchant Ops Team is responsible for leading a team focused on merchant support operations within Control Tower, driving performance, service level adherence, and operational excellence while ensuring timely resolution of merchant inquiries and escalations.

Responsibilities:
- Lead a team of Merchant Operations stakeholders and Analysts, fostering a high-performance culture.
- Conduct coaching sessions, performance reviews, and career development discussions.
- Own overall Merchant Ops performance against established KPIs, SLAs, and quality standards.
- Monitor ticket queues and case volumes to ensure timely resolution.
- Serve as the primary escalation point for complex merchant and operational issues.
- Leverage operational data to identify business opportunities and process enhancements.
- Support special projects and organizational initiatives as required.

Requirement:
- 6+ years of experience in Operations, Merchant Support, or E-commerce environments.
- 3+ years of people management experience leading frontline teams.
- Strong experience managing performance through KPIs and SLAs.
- Proven ability to coach and develop high-performing teams.
- Advanced proficiency in Microsoft Excel, Power BI, Jira, and Salesforce.
- Bachelor's degree in Business, Operations, Supply Chain, or related field preferred.

Benefits:
- Medical, Term & Accidental Insurance
- All Purpose Leave: 12 days
- Earned Leave: 15 days
- Public Holiday: 12 days
- Generous Maternity & Paternity Leave
- Quarterly Wellness Day
- Work From Home Allowance