Merchant Operations Analyst

The Merchant Operations Analyst is a team member who provides essential support to drive operational excellence within the GTM team. Your role is crucial in coordinating projects, fostering collaboration, and contributing insightful analyses. You assist in seamless bug resolution, strategic alignment, and innovative revenue strategies. Your dedication to project management and continuous assistance ensures efficient operations and enables the successful execution of GTM's strategic initiatives like Communication with Admins, launching initiatives and new projects, handling day to day tasks relevant for MX operation and growth.

As a Merchant Operations Analyst we expect to have a team member who likes working with multiple stakeholders, to have the ability of moving within a big organization without hesitating, the ability of analyzing and presenting different problems and projects with possible solutions and workarounds and also being able to communicate with assertiveness regardless of the audience and forum

Responsibilities

• Develop a communication strategy for Admins. By using Mailing platform, our own console and WhatsApp we aim to accomplish our value of Live Communication with our admins by always communicating timely and in manner issues that impact their daily operations and sales.
• Plan, launch and analyze the Admin NPS for PayJoy MX. By using survey forms, data gathering and design programs we expect to receive a deep dive analysis and high level insight of our Admin status with PayJoy and how we can improve their experience with us.
• Assist in coordinating the resolution of bug-related issues and implementing solutions and training of them. By using internal messaging platform, documentation and creation of educational materials we expect to scaled bugs / product related issues by following the proper SOP to resolve all issues related to them. Implement strategies for our external users to be autonomous to solve and use PJ product to decrease our Contact Rate.
• Owner of Admin Newsletter. By using Mailing platform the MOPs Analyst aims to grow a Newsletter for PayJoy’s MX Admins. Producing and design content for Newsletter, gather relevant information for our Admins (clients) to impact sales grow. To do A/B test for content in order to increase open rate and call to actions clics. The expect resulto onto monetize the space, increase sells and also communicate different things related to PayJoy.
• Insightful Analysis. Support in-depth analysis of accounts to identify actionable insights. Contribute to presenting findings and recommendations for decision-making.
• Assist by implementing new PayJoy features for external and internal stakeholders. With different tools the analyst will create training materials for external clients and stakeholders, communication campaigns, feedback collection and measure results of new PayJoy initiatives or features.
• Manage large-scale projects or initiatives end to end, covering all operational and commercial aspects.
• Drive operational efficiencies through the proposal and execution of initiatives applicable to CX processes, CRM automation, product ops.
• Establish KPIs to measure the effectiveness and efficiency of operational processes and continuously monitor and analyze performance against these metrics.
• Analyze the underlying reasons behind operational issues and develop effective solutions.
• Detect cost efficiencies

Qualifications

• 1-2 years of demonstrated work experience, preferably in a high paced environment (Startup, Fintech or other)
• Problem-Solving Skills: Really good at figuring out tough problems and finding smart solutions quickly. Can handle complicated challenges effectively.
• Communication Abilities: Excellent at clearly explaining things, whether in writing or speaking. Can break down complex ideas into easy-to-understand language.
• Process Improvement: Experienced in spotting ways to make things work better.
• Analytical Thinking: Skilled at finding patterns in what customers are saying or experiencing. Turn insights into ideas or actions for making things better.
• Data Presentation skills: Proficiency in creating impactful slideshows that showcase a deep understanding of data and communicate insights in a clear and accessible manner.
• Fluent English (written and spoken)

Desirable qualifications

• SQL Experience
• Project Management Experience

Benefits

• Company-funded Health and Dental Insurance for employees and immediate family members
• Life insurance
• 30 days of Christmas bonus
• 20 days paid Vacation
• 50% Vacation premium
• 13% Saving funds
• $2,000 MXN monthly grocery coupons
• $2,000 USD annual Coworking Travel allowance
• $2,000 USD annual Professional Development allowance
• $500 USD annual Fitness allowance
• $500 USD Phone Finance allowance
• $250 USD Home Office equipment allowance
• $200 USD Headphone allowance