Senior Manager, Merchant Onboarding

🔥 14 hours ago

🌽 Illinois, New York, +1 more states – Remote

🌽 Illinois – Remote 🗽 New York – Remote 🏈 Ohio – Remote

💵 $124k - $174k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Loop

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51 - 200 employees

📦 Logistics

💼 Consulting

📣 Marketing

💰 $65M Series B on 2021-07

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Loop is a comprehensive returns management platform designed for eCommerce brands. It helps businesses optimize operations related to returns, post-purchase experiences, and reverse logistics. The platform offers features like automated returns, fraud prevention, exchanges, insights, and workflows, which are customizable to fit any brand's needs. Loop integrates seamlessly with popular applications, especially those on Shopify, and allows businesses to handle millions of returns efficiently, driving customer loyalty and retaining revenue. The company's service is scalable, secure, and supported by an enterprise-level service delivery team.

📋 Description

• Develop and execute a long-term vision and strategy for Merchant Onboarding aligned with company goals • Lead and develop a team of onboarding specialists • Foster collaboration, feedback, and accountability • Evolve team structure and capacity as the business grows • Manage onboarding budget, resourcing, and scheduling with the VP, Merchant Success • Audit and improve onboarding processes, delegating execution and empowering the team • Evaluate and implement AI solutions, tools, and technology to improve onboarding efficiency and merchant experience • Build training, performance management, and recognition programs for the onboarding team • Create training and self-service resources for merchants • Define and track TTV, TTL, feature adoption, ACV launched, and CES metrics • Use metrics to drive decisions • Partner with Product, Product Marketing, Sales, Customer Success, Finance, and Revenue Ops • Bring merchant feedback into the business • Build relationships with key merchants and partners • Serve as executive point of contact for onboarding escalations • Launch onboarding and activation programs for new products, services, and markets

🎯 Requirements

• 5+ years of experience in onboarding, implementation, or customer success • 2+ years leading individual contributors, managers, and/or multiple teams • Hands-on experience applying AI to onboarding and team operations • Track record of introducing AI-enabled tooling, training teams to use AI effectively, and building time-saving workflows • Track record of building high-performing teams and improving processes, expectations, and results • Experience developing a long-term vision and translating it into initiatives aligned with company strategy • Experience implementing tools, training programs, and self-service solutions that scale onboarding operations • Strong data skills and experience creating team metrics and making data-driven decisions • Excellent cross-functional leadership and communication skills • Ability to influence senior stakeholders in a fast-paced environment • Openness to giving and receiving candid feedback • Customer-first mindset and commitment to creative, partnership-driven problem-solving

🏖️ Benefits

• Annual commission expected to be 10% of base salary, paid quarterly • Medical, dental, and vision insurance • Flexible PTO • Company holidays • Sick & safe leave • Parental leave • 401k • Monthly wellness benefit • Home workstation benefit • Phone/internet benefit • Equity • Blended Working Environment

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