We are seeking an experienced and detail-oriented Operations Manager to lead and optimize merchant operations, with a strong focus on after-sales service and performance reporting. This role is pivotal in ensuring a seamless merchant experience, operational efficiency, and data-driven decision-making across the post-sales lifecycle.

Key Responsibilities:

1. Merchant Operations Management

• Oversee daily merchant operations including order processing, SLA compliance, and issue resolution.
• Collaborate with cross-functional teams (e.g., Marketing, finance, tech support) to ensure smooth merchant workflows.
• Identify and implement process improvements to enhance operational efficiency and merchant satisfaction.

2. Aftersales Support

• Manage post-sales support processes including returns, disputes, and merchant inquiries.
• Ensure timely resolution of merchant issues and maintain high satisfaction levels.
• Work closely with customer service and technical teams to address escalations and feedback.

3. Reporting & Analytics

• Develop and maintain dashboards and reports to track merchant performance, operational KPIs, and issue trends.
• Provide actionable insights into leadership based on data analysis.
• Support strategic planning and continuous improvement initiatives with accurate and timely reporting.

Qualifications:

• Bachelor’s degree in business, Operations, or a related field.
• 4–6 years of experience in operations, merchant services, or aftersales management.
• Strong analytical skills with proficiency in Excel or BI tools (e.g., Power BI, Tableau).
• Excellent communication and stakeholder management skills.
• Experience in e-commerce, marketplace, or B2B platforms is a strong advantage.

Key Competencies:

• Operational leadership
• Merchant-centric mindset
• Data-driven decision-making
• Problem-solving and adaptability
• Cross-functional collaboration