Merchant Success/Operations Manager

team: merchant operations why this role exists polopan is building the infrastructure that connects shoppers with fashion brands. great partnerships bring merchants onto the platform. great operations make them want to stay. this role exists to make sure every merchant can trust what happens after they install polopan. their catalog should be accurate. their products should appear correctly. their attribution should be explainable. their revenue should make sense. we care less about responding to problems quickly, and more about building systems where those problems rarely happen in the first place. what youll be responsible for 1. owning merchant operations ensure every merchant has a smooth operational experience after onboarding investigate issues methodically and communicate clearly work across product, engineering, and partnerships to resolve operational bottlenecks become the person the team relies on whenever something doesnt look right 2. maintaining catalog quality review product imports and catalog health identify issues with variants, images, attributes, categories, and metadata ensure merchants products are represented accurately across the platform work with engineering to improve catalog quality at scale not one merchant at a time 3. ensuring operational accuracy verify attribution and merchant reporting assist with revenue reconciliation and payout validation identify inconsistencies before merchants discover them build confidence in the operational systems behind the product 4. making operations scalable document recurring issues and create playbooks identify repetitive work that should be automated improve internal tools and workflows help build an operations function that grows without becoming more complicated what we care about (more than responsiveness) we dont measure this role by: tickets closed emails answered hours spent resolving issues we measure it by: how rarely merchants experience operational problems how quickly the team can understand and resolve unexpected issues how much manual work disappears because of better systems how confidently merchants trust the platform behind the scenes sometimes urgent situations will exist not because everything is broken, but because reliability matters. what were looking for youll likely resonate if you: enjoy bringing order to messy systems notice details that others overlook like investigating problems until you understand the root cause care about building processes that eliminate future work stay calm when something unexpected happens take ownership without waiting for instructions experience that helps (not all required): working with Shopify or ecommerce platforms merchant operations or marketplace operations catalog management or product operations working with structured datasets and spreadsheets basic technical troubleshooting strong written communication you dont need years of operations experience. good judgment, curiosity, and attention to detail matter far more. what this role is not not customer support not account management not partnerships or sales not simply forwarding problems to engineering this is a foundational operations role. the systems you improve today will determine how reliably thousands of merchants can use polopan tomorrow. how success looks (first 90 days) merchant operations become predictable and well documented catalog quality improves with fewer recurring issues attribution and revenue reporting become trusted internally and by merchants common operational problems become increasingly automated or eliminated the partnerships and engineering teams spend less time firefighting and more time building final note were building this company deliberately. we believe the best operations are almost invisible. when merchants dont have to think about catalog issues, reporting discrepancies, or operational complexity, weve done our job. if you enjoy solving operational puzzles, building dependable systems, and creating clarity where others see chaos, wed love to talk. .