Associate, Strategy & Operations, Merchant Onboarding, Experience

This is a fully remote position, open to applicants in Connecticut.

📋 Description

• Create dashboards to track onboarding timelines, pinpoint delays, and provide insights for process and tool enhancements.

• Develop a collaborative tracker for blocked cases, examine trends, resolve issues with cross-functional teams, and implement enduring solutions.

• Design and optimize onboarding workflows for new integration types, including Shopify.

• Establish scalable onboarding procedures as SMB Retail grows.

• Translate workflow deficiencies into actionable product requirements for systems like SFDC.

• Promote automation to decrease manual tasks.

• Collaborate with MXO, GTMT, IA, Sales, and Product on onboarding priorities and their execution.

• Create and sustain onboarding performance dashboards to measure success and monitor progress toward SLAs and OKRs.

• Serve as the single-threaded owner for SMB onboarding.

• Ensure merchants can launch swiftly, accurately, and with minimal friction.

• Report to the Manager of the Onboarding S&O pod within the Merchant Onboarding & Experience S&O team in the New Verticals Business Development organization.

• Propel enhancements that minimize friction, expedite launch timelines, and elevate the merchant experience.

• Manage high-visibility problem areas and spearhead systemic, cross-team improvements.

⛳️ Requirements

• Over 2 years of experience in a dynamic environment.

• Experience in building and optimizing processes from the ground up.

• Proficient in SQL.

• Capability to leverage data to reveal insights, assess impact, and guide operational or strategic decisions.

• Ability to adapt swiftly while maintaining high standards for execution and detail.

• Strong skills in cross-functional collaboration.

• Ability to instill accountability, clarify ownership, and keep complex projects on schedule.

• Possess a strategic and analytical mindset.

• Ability to identify root causes and translate insights into actionable, scalable solutions.

• Outstanding communication and stakeholder management skills.

• Capacity to influence without authority across various seniority levels and functions.

• Systems- and process-oriented mindset.

• Ability to convert workflow challenges into clear product or tooling requirements.

• Impact-driven approach to enhance merchant experiences and accelerate business outcomes.

• Comfortable navigating ambiguity and establishing structure.

• Education is optional.

🏝️ Benefits

• 401(k) plan with employer matching.

• 16 weeks of paid parental leave.

• Wellness benefits.

• Commuter benefits match.

• Paid time off.

• Paid sick leave.

• Medical, dental, and vision benefits.

• 11 paid holidays.

• Disability insurance.

• Basic life insurance.

• Family-forming assistance.

• Mental health program.

• Flexible paid time off/vacation for salaried positions.

• 80 hours of paid sick time annually for salaried roles.

• Wellness expense reimbursement.

• Premium healthcare.

• Comprehensive benefits package.

• Opportunity to share unique perspectives, tackle new challenges, and take ownership of careers.