Merchant Operations and Quality Lead

mecka; New York (NY); On-site; USD 150,000 - 210,000; Full time

Job summary

Mecka AI in New York City is seeking an experienced leader to build and scale our global review operations, owning quality, coverage, SLA adherence, and unit economics. You will lead internal teams and vendor partners, set performance targets, and manage budgets to optimize throughput.

You will partner with data engineering, product, and ML teams to translate evaluation insights into better models and workflows, establish continuous feedback loops, and drive dataset standards across

Qualifications

• 5 to 8+ years of progressive operational leadership experience managing large-scale review, merchant, trust and safety, community, or data quality operations in high-growth environments.
• Demonstrated track record of architecting comprehensive quality control frameworks from scratch, including balanced scorecards, statistical sampling techniques, cross-team calibration sessions, and targeted coaching loops.
• Exceptional analytical acumen with proficiency in building operational dashboards, writing SQL queries, modeling unit economics, and communicating complex statistical performance data effectively with AI/ML engineers.

Responsibilities

• Lead, structure, and scale a high-volume review and approval organization encompassing internal teams and vendor partners.
• Take end-to-end ownership of review coverage, SLA adherence, reviewer throughput, and multi-tier accuracy. Design and execute regular calibration sessions, inter-annotator agreement audits, and QA reporting.
• Define and enforce merchant approval workflows, automated pre-payout verification checks, and merchant compliance standards. Publish weekly quality scorecards and establish structured feedback loops with sales, account management, and business development teams with strict SLAs.
• Partner closely with data engineering, product, and AI research teams to embed evaluation insights into model training. Define active learning edge cases and report operational quality metrics weekly to leadership.
• Lead the operational protocol and response framework for fraud, data tampering, or platform integrity issues; collaborate with engineering, legal, and finance to mitigate risk.

Skills

Experience

Quality programmes

Analytical skills

Tools

SQL

Job description

About Mecka AI

Mecka AI is building the data infrastructure layer for robotics and embodied AI. We design and operate global systems for data capture, data labeling, and hardware-enabled workflows used by leading AI labs and robotics companies to train and validate humanoid and embodied AI systems. We work closely with frontier robotics teams to bridge real-world data, simulation, learning-based systems, and deployed hardware.

About the Role

Our dataset is valuable only to the extent that it is authentic, complete, and operationally usable across all machine learning and operational workflows. We maintain and continuously evaluate data quality through a rigorous hybrid approach combining models with verification.

In this role, you will build, scale, and lead our global review operations organization, taking full operational accountability for critical quality and performance metrics including review coverage, multi-pass accuracy, reviewer throughput, SLA compliance, and unit economics/cost management. You will establish robust, continuous feedback loops connecting local merchants, external BPO partners, field capture teams, and executive management to drive dataset standards. Serving as the operational partner to our quality engineering and machine learning teams, you will ensure our operational insights directly inform, calibrate, and improve automated models, annotation workflows, and field capture guidelines.

What You Will Be Doing:

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  \bTeam leadership:\b Lead, structure, and scale a high-volume review and approval organization encompassing internal teams and vendor partners. Hire, develop, and coach operational team leads, establish clear performance management frameworks, and manage headcount, shift scheduling, and operational budgets to optimize unit economics.

  
  


• 
  

  \bCoverage and accuracy:\b Take end-to-end ownership of review coverage, SLA adherence, reviewer throughput, and multi-tier accuracy. Design and execute regular calibration sessions, inter-annotator agreement audits, and QA reporting to enforce a unified quality standard across all global locations.

  
  


• 
  

  \bMerchant quality:\b Define and enforce merchant approval workflows, automated pre-payout verification checks, and merchant compliance standards. Publish weekly quality scorecards and establish structured feedback loops with sales, account management, and business development teams with strict service level agreements for resolution.

  
  


• 
  

  \bEngineering partnership:\b Partner closely with data engineering, product, and AI research teams to embed our evaluation insights into model training. Define active learning edge cases, continuously refine automated rule checks, and report operational quality metrics and cost models to executive leadership on a weekly cadence.

  
  


• 
  

  \bIntegrity:\b Lead the operational protocol and response framework when fraud, data tampering, or platform integrity issues are detected. Collaborate with engineering, legal, and finance to investigate root causes, mitigate risk, enforce merchant suspensions, and prevent future recurring vulnerabilities.

  
  

Who you are:

• 
  

  \bExperience:\b 5 to 8+ years of progressive operational leadership experience managing large-scale review, merchant, trust and safety, community, or data quality operations in high-growth environments.

  
  


• 
  

  \bQuality programmes:\b Demonstrated track record of architecting comprehensive quality control frameworks from scratch, including balanced scorecards, statistical sampling techniques, cross-team calibration sessions, and targeted coaching loops.

  
  


• 
  

  \bAnalytical skills:\b Exceptional analytical acumen with proficiency in building operational dashboards, writing SQL queries, modeling unit economics, and communicating complex statistical performance data effectively with AI/ML engineers.

  
  

Even Better If You Have:

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  \bIndustry:\b Direct experience in merchant operations, content moderation, or onboarding at a top-tier marketplace, hyper-local logistics, or delivery platform operating across Southeast Asia or international markets.

  
  


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  \bVendors:\b Hands-on experience procuring, negotiating, and managing third-party BPO vendor relationships, setting up vendor SLAs, and running quarterly business reviews

  
  


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  \bData quality:\b Deep familiarity with computer vision data collection, video stream evaluation, bounding-box/semantic segmentation annotation pipelines, or synthetic data training setups.

  
  

Inclusive Hiring at Mecka

We are committed to creating an inclusive and supportive candidate experience. Should you require any accommodation whatsoever during the interview process, please inform us without any hesitation. Mecka is dedicated to ensuring equal treatment and opportunity in all phases of recruitment, selection, and employment, in compliance with employment law. We do not discriminate based on gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other protected category. Mecka is proud to be an equal opportunity employer, fostering a culture of inclusivity and maintaining a work environment that is free from discrimination, harassment, and retaliation.

Use of Artificial Intelligence in Recruitment

Mecka uses artificial intelligence (AI) responsibly to support administrative and efficiency-focused aspects of our recruitment process. This includes activities such as drafting job descriptions, generating interview questions, note-taking and recordings, and supporting sourcing and scheduling workflows. All candidate evaluations, interviews, and hiring decisions are made by members of the Mecka team. While AI tools may assist with screening and assessment, they do not replace human judgment in selection decisions. Our use of AI is intended to streamline routine tasks, improve consistency, and enhance the overall candidate experience. We are committed to upholding principles of fairness, transparency, and accountability in all hiring activities. Mecka regularly reviews its recruitment practices to mitigate bias and to ensure alignment with applicable laws and evolving best practices.