Merchant Onboarding Analyst

Shopee; Manila; On-site; PHP 420,000 - 660,000; Full time

Job summary

Shopee is seeking a proactive Merchant Operations Trainer in Manila to onboard merchants and train them on platform functionality, order management, and operational processes. You will manage the entire training lifecycle and develop scalable training materials.

The role requires strong communication, analytical skills, and experience in operations excellence. You will work with cross-functional teams to improve merchant readiness and drive process improvements.

Qualifications

• Bachelor's degree in Business or related field is required.
• Experience in Merchant Operations, Operations Excellence, Training, QC/QA, Onboarding, or Process Improvement is preferred.
• Strong communication, facilitation, analytical, problem-solving, and stakeholder management skills are essential.
• Proficiency with trackers, dashboards, reports, and operational data is expected.

Responsibilities

• Conduct merchant onboarding and operational training on platform usage, order management, and processes.
• Manage end-to-end training: requests, scheduling, attendance, completion, reschedules, no-shows, and follow-ups.
• Develop and improve training decks, videos, SOPs, and reference materials.
• Perform QC/QA checks on merchant setup and activation, including store data and assets.
• Document QC findings and coordinate corrections with relevant teams; revalidate issues.
• Monitor training performance, SLAs, coverage, and key metrics; report progress.
• Analyze recurring issues and propose corrective actions and improvements.
• Drive automation and standardization of Merchant Operations workflows.
• Maintain trackers, dashboards, reports, and process documentation for visibility.
• Collaborate with Merchant Onboarding, KAM/BD, and cross-functional teams to improve experiences.
• Wear multiple hats to support other Merchant Operations workstreams and ad hoc needs.

Skills

Merchant Operations

Training / Facilitation

Analytics

Problem Solving

Stakeholder Management

Excel / Google Sheets

Education

Bachelor's degree in Business, Operations Management, or a related field

Tools

Excel

Google Sheets

Job description

Job Description

• Conduct merchant onboarding and operational training, ensuring merchants are equipped with the necessary knowledge on platform usage, order management, and operational processes.


• Manage the end-to-end training process, including training requests, scheduling, attendance, completion, reschedules, no-shows, and follow-ups.


• Develop and continuously improve training decks, videos, SOPs, and reference materials to support merchant readiness and enable more scalable training.


• Perform QC/QA checks on merchant setup and activation, including store information, location/pin/coordinates, menu setup, images/assets, and other critical onboarding requirements.


• Identify and document QC/QA findings, coordinate necessary corrections with relevant teams, and conduct revalidation to ensure issues are properly resolved.


• Monitor Training and QC/QA performance, SLAs, coverage, and key operational metrics, providing regular progress updates and identifying areas for improvement.


• Analyze recurring issues and operational gaps to recommend and implement corrective actions, process improvements, and preventive measures.


• Drive process improvement, automation, and standardization initiatives to improve efficiency and streamline Merchant Operations workflows.


• Maintain accurate trackers, dashboards, reports, and process documentation to ensure visibility and proper monitoring of OPEX initiatives.


• Collaborate closely with Merchant Onboarding, KAM/BD, and other cross-functional teams to address operational concerns and improve the overall merchant experience.


• Wear multiple hats and support other Merchant Operations workstreams, special projects, and ad hoc requirements based on evolving team and business needs.

Requirements

• Bachelor’s degree in Business, Operations Management, or a related field.


• Relevant experience in Merchant Operations, Operations Excellence, Training, QC/QA, Onboarding, or Process Improvement, preferably within e-commerce, food delivery, logistics, or marketplace operations.


• Strong communication, training/facilitation, analytical, problem-solving, and stakeholder management skills.


• Proficient in Microsoft Excel/Google Sheets and comfortable working with trackers, dashboards, reports, and operational data.


• Highly organized and detail-oriented, with the ability to manage multiple workstreams and priorities simultaneously.