Senior Operations Executive (1-Year contract)

The Senior Operations Executive will bridge the gap between operational strategy and execution, focusing on enterprise merchant retention and data infrastructure. The role involves managing post-service journeys, designing automated retention frameworks, and standardizing operating procedures to reduce case volume. Key duties include analyzing churn metrics, maintaining data tracking infrastructure, and serving as a liaison between merchants and cross-functional teams like Sales and Product. The position requires a systems architect mindset to build scalable workflows and strict quality verification protocols.

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

Identify friction points and build standardized operating procedures (SOPs)

Maintain data tracking infrastructure and visualize merchant health

Serve as the primary operational liaison for Brand Merchants with Sales, Product, and Customer Service

Translate post-service operational strategies into disciplined daily execution

Analyze post-service incident trends to drive systemic root-cause fixes

2+ years of experience in B2B Operations, Customer Success, or Enterprise Account Management

Proven ability to build, standardize, and automate SOPs and tracking systems

Advanced data skills in Google Sheets/Excel, SQL, and Visualization

Exceptional communication and senior stakeholder management skills

Comfortable handling high-volume operational challenges

Ability to master new software, POS systems, and internal CRM tools

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