Head - Merchant Experience - Internet/Online

Overview : Client is looking for a Head of Merchant Operations to lead business operations for PG services. The position is responsible for the overall leadership of the PG operations providing strategic and tactical operational direction to the team in order to achieve desired business goals and to ensure merchant delight.

Key Responsibilities :

- Develop and execute strategies to optimize the end-to-end merchant experience, from onboarding to ongoing support

- Collaborate with product, engineering, and design teams to enhance merchant-facing features, tools, and processes

- Conduct regular analysis of merchant feedback, metrics, and market trends to identify areas for improvement and drive actionable insights

- Work closely with sales and account management teams to align merchant experience initiatives with business goals and objectives

- Foster a culture of continuous improvement, innovation, and excellence within the merchant experience team

- Establish strong relationships with key stakeholders, both internally and externally, to ensure alignment and drive successful outcomes

- Stay up-to-date with industry best practices and emerging trends in merchant experience and customer support

Skills & Qualification :

- Proven experience in operations management, with a 10 years of experience and minimum of 5 years in a similar role

- Strong leadership and people management skills, with experience in leading teams of 40+ members, including Team Leaders, Managers

- Excellent communication and interpersonal skills to effectively liaise with internal teams and customers

- Analytical and problem-solving capabilities to identify operational inefficiencies and implement solutions.

- Demonstrated ability to set and achieve performance targets and improve overall process efficiency.

- Proficiency in using productivity and performance tracking tools/software

- Flexibility and adaptability to thrive in a dynamic and fast-paced work environment.