Merchant Operations Lead, SPX Express

What you'll do

Key Responsibilities:

• - Lead end-to-end merchant operations, including onboarding, activation, performance management, and retention
• - Develop and implement strategies to improve merchant quality, availability, and service levels
• - Analyze operational data to identify gaps, inefficiencies, and growth opportunities
• - Design and optimize workflows, SOPs, and tools to improve operational efficiency and scalability
• - Collaborate cross-functionally with product, sales, marketing, and customer support teams
• - Manage and mentor a team of operations specialists or associates
• - Drive initiatives to improve merchant engagement, satisfaction, and long-term retention
• - Monitor key performance indicators (KPIs) and ensure targets are consistently met or exceeded
• - Lead vendor/partner communications and resolve escalations effectively
• - Identify automation opportunities and work with tech teams to implement solutions

Requirements

Qualifications:

• - Bachelor’s degree in Industrial Engineering, Business Administration, Operations Management, or a related field
• - 5–7 years of relevant experience in merchant operations, vendor management, or seller operations
• - Prior experience in e-commerce, logistics, or on-demand platforms is strongly preferred
• - Proven track record of managing and improving operational processes at scale
• - Strong analytical skills with experience in data-driven decision-making
• - Experience managing teams and driving performance in a fast-paced environment
• - Excellent stakeholder management and communication skills
• - Proficiency in tools such as Excel/Google Sheets; familiarity with SQL or data visualization tools is a plus

Preferred Background:

• Experience working in high-growth environments such as food delivery, ride-hailing, or marketplace platforms
• Familiarity with merchant lifecycle management and marketplace dynamics
• Exposure to process improvement methodologies (e.g., Lean, Six Sigma) is an advantage

Key Competencies:

• Strategic thinking with strong execution capability
• Problem-solving and process optimization mindset
• Leadership and team development
• Adaptability in a dynamic, fast-paced environment
• Strong sense of ownership and accountability