Merchant Quality Frameworks & SLA Governance
Quality Framework Design: Build, implement, and maintain comprehensive Merchant Quality Frameworks (e.g., Store Health Scoring, Quality Tiers, Defect Classification Models) to systematically evaluate store performance with clear actionable insights.
Root Cause Analysis (RCA) & Remediation: Develop diagnostic playbooks and automated alert systems to identify chronic operational bottlenecks, running targeted root-cause interventions with underperforming accounts.
Product Operations & Feature Rollouts
Voice of Merchant & Requirements: Act as the primary liaison between local commercial teams and Global Product/Tech teams. Gather, synthesize, and prioritize merchant pain points to shape the product roadmap and localized feature sets.
GTM & Product Launch Execution: Lead the end-to-end operational rollout of new merchant-facing tools, growth features (promotional self-serve tools, loyalty integrations), and merchant portal enhancements.
Pilot Program Management: Design and run beta/pilot tests with target merchant cohorts for new tech features, iterating on feedback and measuring tool adoption before platform-wide deployment.
In-Product Automation: Partner with Product teams to automate manual touchpoints, such as automated quality alerts, self-serve SPAIS badge verifications, and performance dashboards.
Joint Growth & Quality Plans: Conduct executive performance reviews that combine operational quality health with GMV growth roadmaps, proving that higher fulfillment reliability drives consumer repeat rates.
Promotional Product Adoption: Scale merchant adoption of Rocket Now Martech features, including coupons, offers, and platform loyalty programs.
“Same Price as In-Store” (SPAIS) Strategy
SPAIS Execution: Lead strategy for partner adoption of the “Same Price as In-Store” initiative, demonstrating the volume and conversion uplift of maintaining pricing parity.
Price Parity Governance: Audit pricing alignment across physical and digital menus, implementing commercial guardrails and incentives to maintain platform price competitiveness.
Data Analytics & Cross-Functional Leadership
Data Analytics: Strong analytical capability, connecting data insights to clear business actions.
Cross-Functional Alignment: Align Operations, Sales, Marketing, and Product/Engineering teams to ensure frontline commercial execution matches technical product capabilities.