Director, Merchant Support

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

📋 Description

• Begin with enhancing the Merchant Experience and execute ongoing improvement initiatives to elevate merchants’ interactions with ShipBob.

• Provide guidance and implement the vision and strategy for the Merchant Operations function, collaborating with Control Tower stakeholders in the US to meet company objectives.

• Achieve established Objectives and Key Results (OKRs) and performance metrics aligned with company goals through a proactive approach to identify gaps and drive continuous improvement efforts.

• Cultivate a successful team of Leads and Specialists in a growth-oriented environment, focusing on team development for upcoming changes, fostering resilience to change, and minimizing performance impacts associated with transitions.

• Collaborate with Finance to ensure the maintenance and adherence to a Merchant Care headcount plan, budget, and initiatives for cost mitigation or investment.

• Promote employee engagement and foster an inspiring culture that emphasizes effective performance management, mentoring, and development while creating an environment conducive to accountability, support, and empowerment.

• Employ a data-driven approach to oversee the function, including establishing critical metrics, key performance indicators, and leading/lagging indicators that provide insights into the function's efficiency and risk profile changes.

• Continuously enhance the merchant experience across our primary channels and products by advocating for the merchant's voice among internal partners, ensuring resources are allocated to improve merchant satisfaction and scalability.

• Utilize strong presentation and interpersonal skills to convey findings and recommendations to operations stakeholders.

• Identify and implement innovative changes to drive efficiencies and enhance the merchant experience while ensuring compliance with regulatory requirements.

• Stay informed about industry trends in the region and apply best practices to areas in need of improvement.

• Undertake additional duties and responsibilities as required.

⛳️ Requirements

• A minimum of 10 years of overall experience, with at least 5 years in operations management within BPO/CS organizations at scale.

• Proven experience in scaling and building operational teams, encompassing people, processes, and programs.

• A strong leader, doer, motivator, and decision-maker with a consistent history of effectively collaborating with individuals at all organizational levels.

• Experience managing Ecomm customer operations for small and medium enterprises in the US/EU is preferred.

• Results-oriented and forward-thinking, with the ability to solve complex problems to achieve shared goals and outcomes across internal and external teams.

• Capable of developing and clearly articulating a vision and strategy, as well as effectively communicating the strategic direction.

• Proficient in interpreting qualitative and quantitative data to derive actionable insights and organize information in a structured and logical manner.

🏝️ Benefits

• Medical, Term & Accidental Insurance

• All Purpose Leave (casual & sick time): 12 days

• Earned Leave: 15 days

• Public Holiday: 12 days

• Generous Maternity & Paternity Leave

• Quarterly Wellness Day

• Work From Home Allowance