Operations Analyst – Merchants & Community Operations

Location: Colombo, Sri Lanka (Hybrid)

Employment Type: Full-Time

About the Role

We are seeking a high-caliber Operations Analyst to drive end-to-end operational excellence and program management for our Merchant business in Sri Lanka. As the primary point of contact for Community Operations (CommOps), you will be responsible for ensuring stable day-to-day support, designing scalable processes, and preparing the ecosystem for new product launches and policy changes.

This is a critical role that sits at the intersection of data, product, and customer experience, requiring a candidate who can translate complex operational data into actionable business impact.

Key Responsibilities

1. Operational Performance & Strategic Insights

Metric Management: Monitor and optimize key support metrics, including CSAT (Customer Satisfaction), Contact Rate, and Automation Rate.
Data-Driven Solutions: Analyze operational data trends and inflow to identify root causes of friction. Propose and implement structural improvements that drive long-term business impact.
Reporting: Translate operational insights into executive-level reports for regional leadership.

2. Program & Incident Management

Launch Readiness: Own program governance for Merchant initiatives, ensuring high-quality experiences during product rollouts and campaigns.
Crisis Response: Act as the first-line contact for incident management, managing escalations during outages or major merchant-impacting events.

3. Vendor & Process Excellence

BPO Management: Lead vendor management for Merchant workflows, ensuring high performance, quality compliance, and operational continuity across BPO partners.
Standardization: Develop and maintain Standard Operating Procedures (SOPs), training modules, and documentation to support partner teams.

4. Product Influence & Cross-Functional Leadership

Voice of the Customer (VOC): Collaborate with Product teams to surface feedback, identify feature gaps, and influence the product roadmap for the Sri Lankan market.
Stakeholder Alignment: Lead initiatives across Sales, Account Management, Product, and Global Operations teams to ensure seamless execution.

What You’ll Bring

Experience & Technical Skillset

Professional Background: 3–5 years of relevant experience, preferably within the Merchant, Retail, Logistics, or Delivery industries in Sri Lanka.
Analytical Proficiency: Expert-level proficiency in data analysis tools, including SQL, Google Analytics, and advanced Excel formulas.
Operational Scaling: Proven track record of standing up or scaling operations within a global or regional organization.
Innovation: Comfortable leveraging AI tools and automation frameworks to drive efficiency.

Behavioral & Leadership Competencies

Influence: Strong communication skills with the ability to manage stakeholders and influence without direct authority.
Agility: Ability to operate effectively in fast-paced, ambiguous environments, driving projects from ideation to execution independently.
Strategic Thinking: A balance of "quick-win" problem solving and long-term scalability planning.

Qualifications

Education: Bachelor’s degree in Business Administration, Data Analytics, or a related field (Preferred).
Language: Fluency in English is mandatory; business-level proficiency in Sinhala is preferred.

Why Join This Team?

You will work at the heart of one of the world’s most recognizable technology brands, contributing to the growth of the digital economy in Sri Lanka. This role offers a hybrid work environment, exposure to global best practices, and the opportunity to solve complex logistics and marketplace challenges at scale.

Operations Analyst – Merchants & Commun...