Senior Operations Executive - Squad Operations (1-year contract)

What you’ll Do:

• Insight-Driven Merchant Engagement: Conduct direct outbound calls to new merchants to personally guide them through onboarding, while using these interactions to extract deep, real-world user insights. Translate these firsthand insights into low-tech, highly scalable onboarding strategies—focusing on human-centric training, structured playbooks, and standardized communication workflows—to drive efficient, nationwide adoption without relying on engineering dependencies.
• Drive Speed-to-Live: Own the activation pipeline to ensure merchants complete their first transaction quickly, optimizing workflows to maximize active rates from day one.
• Squad Execution & Task Management: Support the Squad Ops Manager by turning high-level plans into daily actions. Own and maintain weekly "to-do" lists, project trackers, and operational milestones to ensure squad initiatives stay on schedule.
• Data Architecture & Reporting: Rigorously track onboarding status, maintain Business Intelligence dashboards, perform data-driven deep dives into merchant behavior, and report progress against quarterly OKRs.
• Cross-Functional Coordination: Serve as a central point of contact to gather updates, document progress, and coordinate seamlessly between Sales, Product, Marketing, and Operations.
• Advanced Troubleshooting & Process Improvement: Identify, flag, and remove blockers preventing merchant activation or internal workflow efficiency. Suggest and implement process enhancements to elevate overall execution excellence.

What you’ll Need:

• 2+ years of experience in Business Operations, Customer Success, Project Coordination, or a fast-paced Tech Startup environment.
• Mastery of Communication: Exceptional verbal and written communication skills, with the ability to simplify technical instructions for merchants and provide concise updates to senior internal stakeholders.
• Execution Excellence & Discipline: A relentless "get things done" mindset. Highly organized, detail-oriented, and disciplined about following up on both merchant milestones and internal squad deliverables.
• Analytical Foundations: High proficiency in Google Sheets/Excel for data tracking, trend analysis, and reporting.
• Resilience & Problem-Solving: Comfortable with high-volume outbound calling to extract insights, with a proven ability to break down complex workflow issues and find quick solutions in a fast-paced environment.
• Tech-Savvy: Ability to master new software, POS systems, and internal CRM/reporting tools quickly.

It’d be Great if You Have:

• Familiarity with SQL or data visualization tools.
• Experience in Telesales, SaaS, Payments, or the F&B industry.