Operations Team Lead

Operations Team Lead will be responsible for overseeing the day-to-day operations of the ecommerce merchants using the Global-e solution for selling cross border. They will be responsible for solving complex problems, analyzing data to make informed decisions, managing programs, and maintaining positive relationships with merchants, internal stakeholders and expert teams within the parent company

Responsibilities:

• Oversee the daily activities of operations team members, ensuring tasks are completed accurately and on time.
• Develop and implement operational procedures to enhance efficiency and effectiveness.
• Manage and track team Key Performance Indicators (KPIs), ensuring goals are met or exceeded.
• Collaborate with other departments to ensure seamless operations and alignment with company goals.
• Manage conflict, coach, mentor, and develop the team’s skills to achieve desired results.
• Leveraging Zendesk’s capabilities, the Operations Team Lead ensures that the customer support team functions smoothly
• Promptly engage with carriers to obtain timely responses, ensuring the efficient closure of cases.
• Constantly monitor and fix FTS (Failed transfer to shipping) & Address Validations
• You will be responsible for managing one or more of the carrier exception reports that Operations receives daily.
• Be proactive and escalate when appropriate.
• Cover team members holidays/absence.
• Continual learning is a requirement, and you must keep on top of the new functionalities on the 3 weekly Sprints.
• As part of the Operations team, you will be required to attend a regular departmental meeting where you will be asked to input. (We discuss the weeks prior events, we discuss new ideas/ways to drive efficiencies, we help each other, and identify/investigate root causes of reoccurring issues & assist to deliver solutions)
• Assist in new starter training for Ops & Bridge team as you take on your own area of expertise within the team.
• Support/assist Ops to answer internal stakeholders/merchant enquiries in line with procedures
• As the role develops you will also be tasked with the monitoring on a merchant/merchant’s performance report.