Partner Operations ManagerThe Global Merchant Excellence teamThe 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.
account and menu creation, menu edits, tablet installation and troubleshooting, photography, compliance actions like DAC7, refund disputes, and inbound phone/chat support).
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:Managing channel, queue and team leader/ agent performance across our in-house teams in Manchester, UK and Milan, Italy.
Identifying trends in performance and conducting root cause analysis (e.
Team Leader/agent productivity) to drive improved performance.
Helping define new metrics, targets and best practices to drive improvements in Merchant experience (e.
first touch resolution)Present market performance updates and strategic implications to executive leadership.
Identify Operational efficiencies that can be gained through automation and process improvements.
What you’ll be doingMonitoring and Tracking: Daily/weekly monitoring of key performance indicators (KPIs) for channels (e.
, 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 f.