As a Vertical Planning Specialist, you are the engine room of our Customer Obsession strategy. Reporting to the Vertical Planning & Operations Manager, you will be the primary owner of execution for vertical-specific workflows. Your role is to bridge the gap between high-level service goals and day-to-day merchant realities. You will assist the Manager in drafting policies while taking full ownership of resolving merchant service friction and optimizing end-to-end processes.
What You'll Do:
- Workflow Execution & Assistance: Support the Manager in the design of service workflows. Once the strategy is set, you own the implementation, ensuring all internal teams and tools are aligned.
- Merchant Rule Empowerment: Assist in establishing Rules of Engagement for platform merchants. You will be responsible for the documentation, communication, and monitoring of these standards to ensure consistency.
- End-to-End Dispute Ownership: While you report to a Manager, you are the Lead on individual high-complexity disputes. You will investigate, negotiate with merchants, and execute resolutions without needing hand-holding.
- Continuous Optimization: Identify operational leaks (repetitive issues or manual bottlenecks). You will proactively propose and build automated or streamlined solutions to reduce the merchant operational burden.
- Project-Based Support: Act as the project coordinator for CS-related product launches or vertical expansions, ensuring that service requirements are met before going live.
What You'll Need:
Experience: min 2 years in E-commerce Operations or Marketplace Service Management. Experience in a fast-paced OTA environment is highly preferred.
- Operational Fixer Mentality: You must have a track record of Operation Optimization. We need someone who sees a messy process and naturally wants to build a spreadsheet or a workflow to fix it.
- Dispute Handling Expertise: Strong experience in handling merchant-side service failures. You should be comfortable with tough conversations and owning the outcome of a dispute.
- Project Management Skills: Ability to assist on multiple workstreams simultaneously. You are organized, detail-oriented, and don't let tasks fall through the cracks.
- Language & Communication: Fluent English (written and verbal). You need to translate complex problems into clear updates for your Manager and actionable instructions for merchants.
- Analytical Skills: Comfortable using data (Excel/Google Sheets) to prove that a process change is working.
