Manager, Control Tower

Location: Remote - India

Role Description:

The Manager, Merchant Ops Team is responsible for leading a team of Leads and Analysts focused on merchant support operations within Control Tower. This role drives team performance, service level adherence, quality outcomes, and operational excellence while ensuring timely resolution of merchant inquiries and escalations. The Manager partners cross-functionally to improve processes, enhance the merchant experience, and develop a high-performing team through coaching, accountability, and continuous improvement. This role reports to the Senior Manager, Control Tower, who also serves as the backup for this role.

Team Leadership & People Development

Facilitate and develop a team of Merchant Operations stakeholders and Analysts, fostering a high-performance and accountable team culture.

Conduct regular coaching sessions, performance reviews, and career development discussions for direct reports.

Ensure bi-weekly 1:1s, clear goal setting, and documented development plans through Lattice.

Drive employee engagement, team morale, and retention through continuous feedback and recognition programs.

Manage workforce planning, attendance, shift coverage, and resource allocation to meet business requirements.

Operational Excellence & Performance Management

Own overall Merchant Ops performance against established KPIs, SLAs, quality standards, and productivity targets.

Monitor ticket queues and case volumes across Jira, Salesforce, and other operational systems to ensure timely resolution and workload balancing.

Ensure adherence to documented SOPs, Confluence standards, and operational processes.

Conduct regular audits to identify process gaps, compliance risks, and execution inconsistencies.

Develop and execute action plans to improve service quality, operational efficiency, and merchant experience.

Escalation & Stakeholder Management

Serve as the primary escalation point for complex merchant, operational, and cross-functional support issues.

Partner closely with Fulfillment Centers, Operations, Product, Engineering, Merchant Success, and other internal stakeholders to drive issue resolution.

Communicate operational risks, trends, and performance updates to Control Tower stakeholders in a timely manner.

Ensure smooth handoffs, knowledge sharing, and coordination across shifts and partner teams.

Reporting, Analytics & Continuous Improvement

Leverage operational data, performance dashboards, and trend analysis to identify business opportunities and process enhancements.

Own daily, weekly, and monthly reporting for stakeholders reviews.

Drive automation, workflow improvements, and standardization initiatives to reduce manual effort and increase operational effectiveness.

Facilitate root cause analysis efforts and execute corrective action plans for recurring operational challenges.

Support special projects, organizational initiatives, and business continuity activities as required.

Additional Responsibilities

Perform other duties as required to support team and organizational objectives.

What you’ll bring to the table:

6+ years of experience in Operations, Merchant Support, Customer Support, Control Tower, Logistics, or E-commerce environments.

3+ years of people management experience leading frontline teams, team leads, or operational support functions.

Strong experience managing performance through KPIs, SLAs, quality frameworks, and operational scorecards.

Deep understanding of ticket-based support environments, escalation management, queue management, and workforce planning.

Experience in E-commerce fulfillment, warehousing, supply chain, merchant operations, or logistics operations preferred.

Proven ability to coach, mentor, and develop high-performing teams in a fast-paced environment.

Strong analytical skills with the ability to interpret operational data and drive actionable improvements.

Excellent stakeholder management skills with the ability to influence and collaborate across multiple teams.

Exceptional verbal and written communication skills with experience presenting operational insights to stakeholders.

Advanced proficiency in Microsoft Excel, Power BI, PowerPoint, Jira, Salesforce, and workflow management tools.

Demonstrated ability to balance competing priorities while maintaining strong attention to detail and execution.

Bachelor's degree in Business, Operations, Supply Chain, Management, or a related field preferred.

Perks & Benefits:

Medical, Term & Accidental Insurance

All Purpose Leave (casual & sick time): 12 days

Earned Leave: 15 days

Public Holiday: 12 days

Generous Maternity & Paternity Leave

Quarterly Wellness Day

Work From Home Allowance

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