Merchant Operations Supervisor

Key Responsibilities: 1) Merchant System: • Execute and monitors the team member to ensures the smooth execution of merchant-related processes (Merchant onboard, support and leaving, including verifying and updating data entered into the system • Key-In merchant into system • Menu Uploading and Translation • etc • They might step in if there are discrepancies or errors in the merchant's data entry. 2) Team Management: • Supervise and lead a team of merchant support specialists Assign tasks, set goals, and monitor team performance. • Conduct regular training sessions to ensure the team is well-versed in operational processes and policies. 3) Operational Oversight: • Monitor and ensure merchants maintain high standards for food quality, order accuracy, and timely preparation. • Analyze operational data and metrics (e.g., order cancellations, preparation times) to identify performance gaps. • Implement corrective actions for underperforming merchants. 4) Issue Resolution: • Act as the point of escalation for merchant-related operational issues. • Resolve disputes regarding payments, service quality, and operational delays. • Collaborate with customer support, delivery partners, and other teams to solve cross-functional issues. 5) Process Improvement: • Identify bottlenecks in the merchant experience and propose process improvements. • Collaborate with internal teams (e.g., tech, product, logistics) to enhance platform features for merchants. • Roll out initiatives to improve merchant retention and engagement. 6) Relationship Management: • Build strong, long-term relationships with merchants to foster trust and loyalty. • Gather feedback from merchants to address concerns and enhance the platform experience. 7) Reporting and Analysis: • Generate and present reports on merchant performance, operational challenges, and key metrics. • Use data insights to inform strategic decisions and recommendations. ________________________________________ Qualifications: • Bachelor’s degree in Business Administration, Operations Management, or a related field. • 2+ years of experience in merchant operations, account management, or a similar role (preferably in the food delivery or e-commerce industry). • Strong leadership and people management skills. • Excellent problem-solving and decision-making abilities. • Strong communication and interpersonal skills. • Ability to thrive in a fast-paced, dynamic environment. ________________________________________ Key Competencies: • Customer-focused mindset. • Process improvement and optimization skills. • Conflict resolution and negotiation skills. • Analytical thinking and attention to detail. • Team collaboration and leadership.

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