Merchant Experience Manager
Bangalore
As a Manager - Merchant Experience, you will lead the team responsible for delivering an exceptional post-onboarding experience for our sellers. You will own the overall health of merchant support operations by driving team performance, building scalable support processes, minimizing escalations, and ensuring timely resolution of seller concerns across website, marketing, shipping, and platform operations. The role demands a strong customer-first mindset, operational excellence, and strategic thinking to continuously improve seller satisfaction while enabling your team to deliver high-quality support at scale.
What You'll Do (Key Responsibilities)
Lead, mentor, and develop the Merchant Experience team, ensuring high productivity, ownership, and service quality.
Own key operational metrics such as seller satisfaction, first response time, resolution TAT, ticket backlog, and escalation rates.
Build scalable processes and SOPs to improve operational efficiency and create a seamless seller experience.
Analyze seller queries, recurring issues, and operational trends to identify root causes and implement long-term solutions.
Drive cross-functional collaboration with Product, Tech, Marketing, Operations, and Logistics teams to resolve complex seller issues and improve platform experience.
Define escalation management frameworks and proactively minimize recurring escalations through preventive actions.
Monitor team performance through dashboards, reviews, and coaching sessions while driving continuous improvement.
Partner with leadership to define operational strategies, process enhancements, and customer success initiatives.
Build reports and insights for leadership to support operational decision-making and strategic planning.
Who Should Apply:2 – 5 years of experience in Key Account Management, Customer Success, Seller Operations, Merchant Operations, or Operations Management within E-commerce, SaaS, Marketplace, or D2C businesses.
2+ years of experience in leading and managing customer-facing teams, with a strong track record of driving productivity, accountability, and service quality.
Proven experience owning operational metrics such as CSAT, response TAT, resolution TAT, ticket backlog, SLA adherence, and escalation rates.
Strong expertise in Root Cause Analysis (RCA) with the ability to identify recurring merchant issues, eliminate bottlenecks, and implement sustainable solutions.
Experience in building scalable processes, SOPs, escalation frameworks, and operational workflows that improve efficiency and merchant experience.
Strong cross-functional exposure, with the ability to work closely with Product, Tech, Marketing, Operations, and Logistics teams to solve complex problems.
Data-driven problem solvers who are comfortable working with dashboards, operational reports, and business metrics to drive decision-making.
Customer-obsessed leaders who understand merchant pain points and proactively identify opportunities to improve satisfaction, retention, and overall seller success.
High-ownership individuals who thrive in fast-paced startup environments, enjoy solving ambiguous operational challenges, and can balance people leadership with hands-on execution.
Preferred candidates from high-growth startups, leading e-commerce/marketplace businesses, or Tier-1 institutes including BITS with a proven track record of building and scaling operational teams.