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Sr Manager, Merchant Operations

CommerceBear

Remote
  • Job Type: Full-Time
  • Function: Operations
  • Industry: Vertical SaaS
  • Post Date: 11/23/2022
  • Website: commercebear.com
  • Company Address: , Toronto, CA

About CommerceBear

CommerceBear is a multichannel ecommerce platform that makes it easy for furniture makers to sell everywhere.

Job Description

What is Bear?

 

  • We help furniture makers build and scale their multi-channel ecommerce business on Wayfair, Overstock, Amazon, and more

  • The home goods space is undergoing a massive shift from offline to online. We’re building the platform to power a majority of furniture transactions on the internet

  • Our team and backers have helped grow eBay, PayPal, Burrow, Indiegogo, AppLovin, Clearco, Ada, Applyboard, Substack, to name a few

  • We found product market fit and are scaling fast

 

The role (tldr):

We’re looking for Sr Manager, Merchant Ops to lead the team responsible for delivering a world class and seamless experience for the customers on our platform. Your core responsibility will be to develop a strong team culture focused on delivering results for our customers. The Merchant Ops team is the backbone of our flagship product and your main initial priority will be to build a scalable, effective and measurable Ops program focused on catalog publication.

 

As the operations leader you will coach and build out the team, scale processes, and remain fundamentally obsessed with customer experience. You will also directly impact merchant satisfaction (NPS), retention, and the overall success of CommerceBear. You’ll also work very closely with the Success team on the entire merchant lifecycle, from onboarding and implementation through to maturity.

 

This is a remote-first role with the opportunity to travel to key industry tradeshows throughout the US and Canada during the year. 

 

As the Sr Manager, Merchant Operations you will:

  • Develop a strong team culture through leading-by-example as a player/coach 

  • Collaborate with the MX leadership to identify hiring needs and budget

  • Own talent acquisition, onboarding, and retention for the Merchant Ops team together with our internal people team

  • Create and own OKRs for the Merchant Ops team

  • Map out program stakeholders, define engagement models, and plan delivery

  • Implement and refine project management tools and processes to improve existing workflows

  • Establish and own SLAs for our flagship catalog publication product

  • Own all admin responsibilities like performance reviews, comp reviews, and hiring forecasts

  • Work closely with the Product, Merchant Success & Sales teams to ensure that we set the right expectations with our customers at all stages of the customer lifecycle

 

Requirements:

  • Have 3+ years of mid-market or enterprise SaaS experience in project/program management roles focused on delivery

  • Have 3+ years of experience as a senior leader in operations 

  • A passion for people management. You love to teach, coach, and lift up your team. 

  • Strong track record of building high-performing teams, and knowing how to build an environment for them to thrive in

  • History of success in implementing the agreed delivery plan

  • Comfortable with ambiguity and able to demonstrate flexibility and adaptability to changing business priorities

  • Outstanding interpersonal, communication, problem-solving, and organizational skills and desire to continuously learn and improve

  • Customer Focus: demonstrated track record of delivering amazing customer experiences

  • Excellent written and verbal communication/presentation skills

 

Why choose Bear?

  • Everyone's an equity owner

  • Flexible work schedule focused on delivery

  • Comprehensive health benefits and paid sick days

  • Mandatory paid Mental Health days

  • Can work remote from anywhere in North America, as long as you have fast internet

  • Annual company summit

  • Top of the line hardware to help you build your workspace

  • Top tier swag and quarterly merch drops

  • Class A office space in downtown Toronto with a gym and rooftop pool

  • Customer-obsessed and a values-driven culture, with core value being our belief that our most important asset is our people

  • Our values are: Compassion & Empathy, Ownership, Get Sh*t done, Authenticity and Fail Forward

     

Equal Employment Opportunity

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status or disability status.

 

We are dedicated to growing a diverse team of talented individuals and creating an inclusive environment. Please let us know if you require any accommodations during the recruitment process. We welcome those who want to join us on our journey.

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