Program Leader, Global Merchant Support Operations - Community Operations

Program Leader, Global Merchant Support Operations - Community Operations Department: Community Operations Team: Strategy & Program Operations Location: Chicago, United States Type: Full-Time **About the Role:** We are introducing a new Snr Program Lead role for the Merchant persona within Community Operations. This role is an individual contributor, reporting into the Global Merchant Persona Lead, and will play a critical part in shaping and elevating the end-to-end customer experience for our Merchants globally. You will partner closely with Tech, a network of regional CommOps POCs, and CommOps functional teams (GDX, GSO, Commercial and Ops teams…) to define the vision and strategy to continually improve the Merchant experience. This role blends strategic thinking, customer empathy, strong analytical and product sensibilities, and the ability to orchestrate alignment across a highly matrixed organization, combining a global approach with local nuances. The ideal candidate is passionate about providing a stellar customer experience, is highly skilled at strategic thinking and project management, and will rely on thought leadership to influence and drive meaningful results across the organisation. **What You Will Do:** **Persona Strategy, PMO, Program & Performance Management** 1. Articulate a clear, forward-looking **persona strategy** for Merchant, aligned with CommOps and company priorities and incorporating all regional needs and inputs 2. Collect and synthesize insights via NPS, and internal metrics 3. Identify **key experience gaps**, emerging trends, and drivers of customer satisfaction to inform strategy and roadmap decisions 4. Lead global initiatives such as persona segmentation, partnering with Global Central CommOps to ensure segments are actionable, consistent, and embedded in product and operational workflows to enable differentiated support and SLA optimization 5. Supports global Merchant Governance, Merchant tracking, reporting, and performance insights for Merchant persona KPIs, enabling data-driven prioritization and experience improvements ### **Product & Tech Partnership** 1. Collaborate closely with PIR, Product & CO teams on