Seller Success Manager  

Job Summary

The Seller Success Manager oversees the end-to-end operational processes, including monitoring store creation, managing operations officers, and ensuring seller success. The role is pivotal in enhancing customer satisfaction, optimizing operational workflows, and driving the success of the dropshipping ecosystem.

Focus Area:

Store Creation Monitoring

• Oversee the store creation process to ensure timely and accurate execution.
• Implement and monitor quality control measures to ensure stores meet company standards and seller requirements.
• Collaborate with the technology and seller onboarding teams to resolve any technical or process-related issues during store creation.
• Regularly review performance metrics related to store creation timelines and accuracy, providing insights for improvement.

Managing Operations Officers

• Supervise and guide operations officers to ensure the seamless execution of daily tasks, including inventory updates, order fulfillment, and issue resolution.
• Develop clear workflows and SOPs for operational tasks, ensuring consistency and efficiency across teams.
• Conduct regular meetings with operations officers to track progress, address challenges, and align with business goals.
• Provide training and professional development opportunities to enhance team skills and effectiveness.

Seller Success Management

• Oversee the seller success team to ensure sellers receive adequate support in onboarding, operations, and achieving their sales goals.
• Develop strategies to enhance seller engagement and satisfaction, fostering long-term relationships.
• Monitor seller performance metrics (e.g., sales growth, fulfillment accuracy, and customer ratings) and address any areas of concern proactively.
• Coordinate with Sales Coach to equip sellers with the tools and knowledge to thrive in the platform, including training.

Customer Support and Satisfaction

• Lead the customer support team to deliver high-quality service and resolve customer inquiries efficiently.
• Ensure adherence to service-level agreements (SLAs) and customer satisfaction metrics, such as Net Promoter Score (NPS) and first-response time.
• Implement feedback mechanisms to continuously improve the customer experience.

Operational Optimization

• Continuously review and improve operational workflows to increase efficiency and reduce costs.
• Leverage data and technology to automate routine tasks and enhance team productivity.
• Stay informed of industry trends and adopt best practices to ensure operations remain competitive and scalable.

Performance Monitoring and Reporting

• Establish KPIs for all supervised teams and track their progress against goals.
• Prepare and present detailed reports on store creation, seller success, and overall operations performance to the COO and executive team.
• Use insights from performance data to develop and implement strategies for improvement.

• Bachelor’s degree in business administration, Operations Management, or a related field.
• 3-5 years of experience in customer service, operations management, and seller success, preferably in e-commerce or dropshipping.
• Proven track record of managing teams and improving operational workflows.
• Strong analytical and problem-solving skills with experience using data to make informed decisions.
• Familiarity with customer relationship management (CRM) systems, e-commerce platforms (e.g., Shopify, WooCommerce), and analytics tools.
• Exceptional communication and interpersonal skills to manage diverse teams and interact with sellers and customers effectively.
• Adaptability and resilience in a fast-paced, dynamic environment.