Senior Manager, Merchant Onboarding

11 hours, 35 minutes ago
Full-time
Lead
Customer and Technical Support
Loop Returns

Loop Returns

Loop Returns is a return management platform that revolutionizes the post-purchase experience, saving time and money for ecommerce brands while driving customer loyalty.

Internet Software & Services
201-500
Founded 2017
$125M raised

Description

  • Develop and execute a long-term Merchant Onboarding strategy aligned with company goals.
  • Lead, coach, and scale a high-performing team of onboarding specialists.
  • Manage onboarding budget, staffing, capacity, and scheduling with the VP of Merchant Success.
  • Audit and improve onboarding processes, delegating execution and empowering the team.
  • Evaluate and implement AI tools and workflows to improve onboarding efficiency and merchant experience.
  • Build team training, performance management, and recognition programs, as well as merchant self-service resources.
  • Define, track, and use onboarding metrics including time to value, time to launch, feature adoption, ACV launched, and customer effort score.
  • Partner with Product, Product Marketing, Sales, Customer Success, Finance, and Revenue Operations on adoption goals and merchant feedback.
  • Serve as the executive escalation contact for key merchants and onboarding partners.
  • Launch onboarding and activation programs for new products, services, and markets.

Requirements

  • 5+ years of experience in onboarding, implementation, or customer success.
  • 2+ years of experience leading individual contributors, managers, and/or multiple teams.
  • Experience applying AI to onboarding and team operations, including implementing AI-enabled tools and workflows.
  • Track record of building high-performing teams and improving processes, expectations, and results.
  • Experience developing long-term strategy and translating it into initiatives aligned with company goals.
  • Experience implementing scalable onboarding tools, training programs, and self-service solutions.
  • Strong data analysis skills and experience creating metrics to drive decisions.
  • Excellent cross-functional leadership and communication skills, including influencing senior stakeholders in a fast-paced environment.
  • Comfort giving and receiving candid feedback.
  • Customer-first, creative, and partnership-driven approach to problem-solving.
  • Must be based in the United States; Eastern or Central Time Zone is preferred.

Benefits

  • Blended work environment with options to work from the Columbus, OH headquarters, a Hub location, or a Secluded location.
  • Distributed work model across the United States, select Canadian provinces, the United Kingdom, and Australia.

Interested in this position?

Apply directly on the company website

Apply Now

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