L4 Default Job Template

L4 Default Job Template PARTNER OPERATIONS MANAGER The Global Merchant Excellence team The Merchant excellence team supports accountable for supporting restaurant and retail partners across all markets with key onboarding and lifecycle tasks, acting as their operational support team once they’re live on the platform. The team: - Manages partner contacts across live and non‑live channels globally, with UKIE representing the largest share of demand. - Handles admin and technical tasks for SMB, Mid‑Market and National partners (e.g. account and menu creation, menu edits, tablet installation and troubleshooting, photography, compliance actions like DAC7, refund disputes, and inbound phone/chat support). - Acts as the sole point of contact for self‑serve partners after they “graduate” from early‑life onboarding, working closely with New Partner Experience and Account Management teams. Operationally, most day‑to‑day volume is handled by third‑party vendors aligned by language and market, with in‑house L2 teams owning complex queries, escalations, and performance management across markets. In this role you'll be involved in these key areas: 1. Managing channel, queue and team leader/ agent performance across our in-house teams in Manchester, UK and Milan, Italy. 2. Identifying trends in performance and conducting root cause analysis (e.g. Team Leader/agent productivity) to drive improved performance. 3. Helping define new metrics, targets and best practices to drive improvements in Merchant experience (e.g. first touch resolution) 4. Present market performance updates and strategic implications to executive leadership. 5. Identify Operational efficiencies that can be gained through automation and process improvements. What you’ll be doing - Monitoring and Tracking: Daily/weekly monitoring of key performance indicators (KPIs) for channels (e.g., chat, email, phone), service queues, team leaders, and individual agents across UKI and EU. - Root Cause Analysis (RCA): Conducting deep dives and methodical investigations to identify the fundamental reasons behind performance trends (e.g., analysing agent productivity, training gaps, system errors, or vendor operational issues). - Trend Identification: Analysing data to spot emerging or recurring patterns in team and channel performance, service demand, and partner feedback. - Developing and delivering clear, data-driven presentations on current market performance (likely related to partner satisfaction or service delivery) and the strategic impact of those results to executive leadership. - Insight Generation: Translating raw performance data and market trends into actionable insights and strategic recommendations for senior decision-makers. - New Metric Development: Collaborating with stakeholders to research, define, pilot, and implement new service metrics (e.g., specific definitions for "First Touch Resolution" or “Merchant Effort Score") that better reflect merchant experience and business objectives. - Target Setting: Establishing challenging yet realistic performance targets and benchmarks for teams based on data analysis and industry best practices. - Best Practice Documentation: Documenting and disseminating successful processes, operational standards, and agent/team leader best practices across the UKI and EU servicing in-house teams.. - Opportunity Identification: Auditing existing workflows and processes to pinpoint areas where operational efficiencies can be achieved (e.g., manual data entry, handoffs between teams). - Automation Scoping: Proposing and evaluating potential automation solutions (e.g., RPA, self-service tools, AI-assisted routing) to reduce manual effort and improve service speed. - Implementation Support: Collaborating with technology and operations teams to pilot, test, and roll out approved process improvements and automation initiatives. All these activities may extend to other LOBs as well as Partner Operations. Requirements We a ... (truncated, view full listing at source)