Operations Lead (Online Affiliates)

Operations Lead is the country lead for coordinating and ensuring smooth execution of all critical operational processes in ShopBack’s Online Cashback business (SBOC).

This includes but is not restricted to: Managing a team of Merchant Ops and Sales Ops, coordinating organizational planning processes and partnering with sales management to ensure process and technological efficiency.

Additionally, Operations Lead will be the single point of contact for the country on all operations matters, including coordinating with SBOC ops (integration ops, sales ops, voucher ops, post-purchase ops, customer service teams) to investigate and resolve issues, improve current processes and do documentation on Confluence in a timely manner.   

• Oversee Operations team daily performance, ensuring KPIs are consistently met.
• Monitor and produce reports on KPIs breaches and reason codes leading to it.
• Lead the Sales Operations Coordinators in investigating and fixing the issues found. You might need to work with cross functional teams to get it done. Lead the Merchant Ops onboard new merchants onto the ShopBack platform.
• Identify, test and validate ways to improve Sales Operations productivity through automation, process improvement and training.
• Ensure operational gaps in the end to end Online Cashback business are surfaced in a timely manner. Work alongside Operations Managers and stakeholders to solve for these gaps.
• Create Learning and Development and Skill Development plans for Ops team.
• Document key tasks, processes and SLAs and ensure they are updated regularly.
• Manage relationships with external merchants and networks, including participating in negotiations together with the Business Development team.
• Analyze data to ensure accuracy in order and transaction information.
• Work with Country Manager, Business Heads and Marketing team to drive crucial communication across all other operations teams including integration ops, sales ops, voucher ops, post-purchase ops, customer service. Work with the Customer Service team to problem-solve merchant-related issues such as untracked orders and proactively implement solutions to prevent future recurrences. 

• At least 5 years of experience in managing e-commerce processes.
  
• Data driven - Continuously analyze team performance, historical data to plan resource management for the team.
• Knowledge of Salesforce, SQL, Python, Zapier is a plus.
• Excellent with Microsoft Excel functions.
• Highly motivated problem solver able to identify issues and provide solutions in a fast-paced startup environment.
• Excellent verbal and written Chinese and English communication skills.
• Strong attention to detail.
• Hands on, eager to learn and curious. An Operations Lead is always curious about solving problems and acts on it. He/She is consistently inspired to solve for processes/ gaps that haven’t been solved that way before.
• High bias for action. An Operations Lead is quick to identify and does not delay actioning on process, culture and skill gaps within the team.
• Independent and proactive - able to be productive and efficient with minimal or no supervision in a fast-paced and dynamic work environment
• Collaborative mindset - Partners and collaborates with cross-functional stakeholders including Business Teams, Operations and Product teams.