Manager, Merchant Operations

Working Location: Empire Tower (100% onsite, accessible via BTS Chong Nonsi)

Reporting to the Senior Operations Manager, you will lead day-to-day Merchant Operations across Warehouse & Device Operations and Merchant Support, ensuring efficient end-to-end execution, strong operational controls, and achievement of defined KPIs and SLAs.

Key Responsibilities

Warehouse & Device Operations

• Own end-to-end device operations covering inbound, inventory, fulfillment, delivery, returns/replacement, and reconciliation
• Monitor daily warehouse KPIs, including inventory accuracy, stock availability, fulfillment, delivery performance, and inventory discrepancies
• Oversee warehouse and logistics partners and ensure operations meet agreed SLAs
• Ensure effective inventory controls, device traceability, and replenishment planning

Merchant Support & Operational Excellence

• Own Merchant Support performance and ticket SLAs, including response time, resolution time, backlog, aging, and escalation
• Oversee operational cases and act as the first escalation point for complex or unresolved issues
• Identify recurring issues, conduct root-cause analysis, and drive corrective actions
• Own and continuously improve SOPs, operational KPIs, controls, workflows, and reporting
• Identify opportunities to simplify and automate operational processes

Team & Cross-functional Management

• Manage and develop the Merchant Operations team across Warehouse and Merchant Support
• Set priorities, monitor workload and ensure consistent execution against KPIs and SLAs
• Coordinate with Product, Tech, Finance, Risk, Sales, Warehouse, and Logistics Partners to resolve operational issues
• Ensure operational readiness for new products, systems, and process changes

Requirements

• Bachelor’s degree in Business Administration, Operations Management, Engineering, or a related field
• 4–5 years of experience in operations, merchant operations, customer support, logistics, e-commerce, fintech, or related fields
• Experience in merchant support, warehouse/device operations, and SLA/KPI management is preferred
• Experience managing operational performance and visibility, including dashboards, reporting, ticket backlog, SLA tracking, and issue escalation
• Experience leading teams and coordinating multiple operational workstreams across cross-functional stakeholders
• Strong analytical, problem-solving, root-cause analysis, and ownership skills, with the ability to drive issues through resolution
• Proficiency in Thai and English and Microsoft Excel/Google Sheets; experience with ticketing systems, WMS, ERP, or reporting tools is a plus

We offer an attractive remuneration package, a fast-paced and exciting working environment, and provide challenging opportunities for life-long learning and career development.

Interested candidates are invited to send your comprehensive resume with current and expected salary package via this job ad. Please note that only shortlisted candidates will be notified.

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