Senior Operations Executive (1-Year contract)

What You’ll Do:

• Enterprise Account Health & Retention Systems: Own the post-service operational journey for key Brand and Enterprise merchants. Design and deploy proactive health checks, churn-prediction models, and automated retention frameworks to systematically manage and retain hundreds of high-value merchant accounts.
• Scalable Workflow & SOP Standardization: Identify friction points within the post-onboarding pipeline and build standardized operating procedures (SOPs) to optimize cross-team resolution speed, reduce total case volume, and streamline operational workflows at scale.
• Data-Driven Churn Analytics & Infrastructure: Rigorously monitor post-service metrics and maintain data tracking infrastructure to visualize merchant health, driving deep-dive analytics that proactively resolve operational risks before they impact retention.
• Cross-Functional Escalation Protocols: Serve as the primary operational liaison for Brand Merchants, defining structured SLAs and coordination channels with Sales, Product, and Customer Service teams to turn merchant insights into scalable product enhancements.
• Squad Execution & Process Governance: Translate post-service operational strategies into disciplined daily execution, establishing project trackers and milestone frameworks to keep squad initiatives synchronized and on schedule.
• Case Volume Reduction & Resolution Quality: Analyze post-service incident trends to drive systemic root-cause fixes that proactively reduce total case volume. Establish strict quality verification to ensure merchant issues are resolved thoroughly on the first attempt—eliminating premature ticket closures and significantly minimizing reopen and re-contact rates.

What You’ll Need:

• 2+ years of experience in B2B Operations, Customer Success, or Enterprise Account Management, ideally within a tech or fast-paced startup environment.
• "Systems Architect" Mindset: A proven ability to go beyond day-to-day execution. You must demonstrate a track record of building, standardizing, and automating SOPs, tracking systems, and retention workflows that institutionalize success at scale.
• Analytical Proficiency: Advanced data skills (Google Sheets/Excel, SQL/Visualization) used not just for reporting, but to diagnose merchant behavior, identify churn risks, and proactively mitigate them.
• Exceptional Communication: Mastery of senior stakeholder management. You need the ability to build trust with high-value enterprise merchants and translate complex merchant feedback into actionable service and product improvements.
• Resilience & Problem-Solving: Comfortable handling high-volume operational challenges and finding quick, scalable resolutions in a fast-paced, enterprise-focused environment.
• Tech-Savvy: Ability to master new software, POS systems, and internal CRM/reporting tools quickly.

What Sets You Apart:

• Familiarity with SQL or data visualization tools.
• Experience in After Sale Admin ,After Service, SaaS, Payments, or the F&B industry.
• Families to working with enterprise company is a plus.
• PMO /Operation Process Improvement background is a plus.