Senior Business Operations Analyst

0011 Checkout LLC; Mexico; On-site; PHP 446,400 - 669,600; Full time

Job summary

0011 Checkout LLC is seeking a Senior Business Operations Analyst to lead a team focused on delivering efficient service to U.S. merchants. This role requires overseeing customer service and configuration tasks while ensuring compliance and service excellence.

The ideal candidate has 4–6 years of experience in operations, proven leadership skills, and proficiency in SQL and API management. Join a company dedicated to fostering an inclusive workplace for all backgrounds.

Qualifications

• 4–6 years in support, operations, or configuration roles, preferably within payments or fintech.
• Demonstrable experience managing or mentoring a team, ownership of output and growth.
• Proficient in configuration management, APIs, SQL; familiarity with log analysis and CRM tools is a plus.

Responsibilities

• Promote a positive environment; address conflicts and maintain team engagement.
• Monitor KPIs to meet onboarding targets and report on productivity and trends.
• Investigate and resolve merchant inquiries via email, phone, and chat.

Skills

Team Management

Performance Management

Configuration Management

SQL

Analytical Mindset

Communication

Cross-Functional Collaboration

Tools

Datadog

Zendesk

Salesforce

Job description

Job Description

Senior Business Operations Analyst leads a high‑performing team focused on the efficient, compliant, and scalable service delivery to Checkout.com merchants serving the U.S. market. The role bridges the gap between technical execution and world‑class service, overseeing two sub‑teams: Merchant Care (customer service to merchants) and Merchant Configuration (system configuration changes on Checkout.com systems).

Key Responsibilities

• People Leadership & Mentorship
  • Team Management: Promote a positive, inclusive, and collaborative environment; proactively address conflicts and maintain high team engagement and morale.
  • Mentorship & Growth: Drive upskilling of specialists through coaching, feedback loops, and structured professional development plans.
  • Workload & Capacity: Manage team capacity and resource allocation to remain agile and productive during peak volumes.
• Operational Excellence & Performance
  • Performance Management: Monitor key performance indicators to ensure the team consistently meets onboarding targets and SLAs.
  • Reporting & Continuous Improvement: Provide senior leadership with actionable insights and data‑driven reports on productivity, bottlenecks, and merchant trends; lead evolution of internal processes and champion automation to reduce manual overhead.
• Technical Execution (Care & Configuration)
  • Configuration Oversight: Act as the regional frontline for setting up, updating, and terminating merchant accounts with precision.
  • Technical Support: Investigate and resolve complex merchant inquiries (payment issues, APIs, account concerns) via email, phone, and chat.
  • Tool Proficiency: Utilize SQL and log analysis tools (e.g., Datadog) to diagnose technical challenges and provide accurate resolutions.
  • Cross‑Functional Collaboration: Partner with Sales, Product, and Engineering to resolve escalations and provide feedback on the merchant experience.

About You

• Experience: 4–6 years in support, operations, or configuration roles, preferably within payments or fintech.
• Proven Leadership: Demonstrable experience managing or mentoring a team, taking ownership of output and professional growth.
• Tech‑Savvy: Proficient in configuration management, APIs, SQL; familiarity with log analysis (Datadog) and CRM tools (Zendesk/Salesforce) is a major plus.
• Analytical Mindset: Enjoy solving puzzles and use data to back decisions.
• Communication: Exceptional interpersonal skills; translate complex technical concepts into simple terms for merchants and stakeholders.
• Resilience & Culture Fit: Comfortable making quick, informed decisions under pressure in a high‑growth environment; embodies Checkout.com Operating Principles (Talk Straight, One Team, Fundamentally Positive).

Inclusive Workplace Commitment

We welcome applicants of all backgrounds and identities. If you need accommodations to make the application or work experience comfortable, please let us know.