About the Role
As a Merchant Operations Manager, you will be at the forefront of ensuring flawless merchant operations. You will create scalable tools and processes to support local teams in achieving outstanding experience targets. This role requires daily interaction with City Leads and Account Managers, a deep understanding of key merchants, and the ability to extract actionable insights that drive mid-term strategies, making every delivery great.
What You'll Do
* Merchant Operations: Work closely with commercial teams to identify key operational opportunities and reduce defects, driving continuous improvement across the merchant base.
* End-to-End Project Management: Lead cross-functional projects from scoping to delivery, using structured project management methods to plan & execute key projects idenpendently toward clear business goals.
* Problem Solving: Identify root causes of risks and opportunities, develop multiple actionable solutions, and evaluate tradeoffs to recommend the best path forward.
* Process Optimization: Execute, optimize, and scale core analyses and processes — establishing standardized workflows that improve team efficiency and are regularly reviewed for performance.
* Product & Tool Development: Identify merchant needs and pain points; partner with product and Product teams to support the implementation from merchant/sales-side tools and capabilities that improve online operational efficiency.
* Cross-Functional Collaboration: Partner with commercial teams to understand pain points and identify system and process improvements with local & global team members.
Basic Qualifications
* Experience: At least 5 years of professional experience in merchant operations, delivery roles, logistics, business operations, strategy operations, or related field.
* End-to-End Ownership: Demonstrated ability to lead projects from conception through execution, coordinating across strategy, product, and operations teams to deliver results idependently.
* Execution Excellence: Ability to manage and prioritize complex workstreams, collaborate across teams, and deliver results in a fast-paced, evolving environment while maintaining high standards.
* Data-Driven Mindset: Ability to make strategic decisions based on data analysis. Comfortable working deeply with data while maintaining a big-picture perspective. Strong critical thinking and analytical skills, with experience in reporting, experimentation, and scaling processes or products.
* Planning & Organization: Experience managing complex, cross-functional projects, including defining timelines, deliverables, dependencies, and resource allocation.
* Communication: Proficiency in English. Ability to clearly interpret and present data to diverse audiences in an engaging and concise way.
Preferred Qualifications
* Technical Skills: Strong SQL and Excel skills. Experience with databases or programming languages such as SQL & Python is a plus.
* 0-to-1 Experience: Track record of building processes, tools, or products from scratch in ambiguous, fast-moving environments.
* Industry Background: Prior experience in food delivery, e-commerce, or startup within operations industries is preferred.