Job Description
About the Role
The Merchant CX team owns the merchant support experience and ensures its continuous improvement by embedding innovation, and leveraging Generative AI to deliver smarter, faster, and more seamless experiences. Partnering across Ops, Product, and Global CommOps teams, the candidate will improve processes, eliminate friction, and design scalable, data-driven solutions that enhance both the merchant customer end-to-end experience and operational excellence across Spanish-speaking Latin America (SSL).
What you'll do:
Design and execute customer experience programs focused on improving key moments across the Delivery journey — for customers, merchants, and delivery partners — from insight generation to implementation and impact measurement.
Identify operational gaps and process inefficiencies, working cross-functionally to drive solutions that elevate service quality, optimize performance, and reduce defects.
Own and continuou...
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