Overview
Director, Control Tower leads Merchant Operations in India, owning merchant-care process, tools, and reporting to improve and scale merchant experience globally.
What you'll do
- Implement continuous improvement initiatives to improve merchants’ experience.
- Advise and implement the Merchant Ops vision and strategy with Control Tower stakeholders.
- Deliver OKRs and performance measures using a hands-on approach to address gaps.
- Build and lead a team of Leads & Specialists, supporting change resilience and minimizing performance impacts.
- Partner with Finance on maintaining and adhering to a Merchant Care headcount plan, budget, and cost mitigation/investment initiatives.
- Lead a data-driven function by establishing critical metrics, KPIs, and leading/lagging indicators.
- Identify and implement changes to generate efficiencies while ensuring regulatory and compliance adherence.
What you'll need
- 10+ years of overall experience.
- Minimum 5 years managing operations people in a BPO/CS organization at scale.
- Experience scaling and building operational teams, including people, processes, and programs.
- Track record working efficiently with people at all levels.
- Experience managing ecomm customer operations for SMBs in US/EU (preferred).
- Ability to interpret qualitative and quantitative data to provide structured, logical insights.
Details
- Location: Remote - India.
- Shift hours: 7:30 PM IST - 4:30 AM IST.
- Reports to: Sr Director, Control Tower.
Read the full description and apply on the company’s own careers page.
