1. Operational Issue and Escalation Management

Own and resolve complex or escalated operational issues from identification through resolution.
Investigate operational incidents, identify root causes, and coordinate corrective actions with relevant teams.
Handle escalated seller and stakeholder complaints related to operational issues.
Provide timely updates and ensure issues are resolved within agreed service levels.

2. Operational Analysis and Process Improvement

Analyze operational processes, workflows, and performance data to identify inefficiencies, recurring issues, and operational gaps.
Conduct root-cause analysis and develop practical solutions to prevent recurring operational problems.
Monitor the effectiveness of implemented improvements and track outcomes.

3. Cross-Functional and Troubleshooting

Provide troubleshooting support for complex operational, system, and cross-team issues.
Work closely with Operations, Product, Sales, Customer Service, and other relevant teams to resolve issues.
Act as a key liaison between departments to ensure clear communication, alignment, and smooth execution of operational initiatives.
Follow up with relevant teams to ensure agreed actions are completed within the expected timeline.

4. Reporting and Performance Monitoring

Prepare regular reports and analysis on operational issues, incidents, escalations, and improvement initiatives.
Track issue resolution, root causes, corrective actions, and improvement outcomes.
Provide insights and recommendations to management based on operational data and trends.
Support ad-hoc analysis and reporting for operational and seller management initiatives.

Bachelor's degree in Business Administration, Logistics, Operations Management or a related field.
Experienced in operations, seller management, logistics, customer operations, process improvement, or a related function.
Strong problem-solving and analytical skills with the ability to investigate complex issues and identify root causes.
Strong coordination and stakeholder management skills, particularly in cross-functional environments.
Experience handling escalations and resolving operational issues end-to-end.
Good understanding of operational processes, SOPs, and performance metrics.
Strong skills in Excel / Google Sheets or data analysis experience is a plus.
Able to work independently, prioritize multiple issues, and operate effectively in a fast-paced environment.
Strong communication skills.

Partner and seller support L3 (Contract) SPX Express

Seller Success Specialist - SPX Express