About the role
We are looking for a director of partner platforms and operations to scale distribution by building and operating the full merchant infrastructure: products, processes, and platforms, that enable merchants to onboard seamlessly, integrate efficiently, and grow successfully across all channels and markets. This role will be based in Riyadh, Saudi Arabia.
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Your Responsibilities
Merchant Onboarding Products & Services
- Design, own, and evolve onboarding journeys and platforms to provide merchants of all tiers with a frictionless experience from signup to activation.
- Drive Product & Engineering to enhance self-serve flows, APIs, plugins, and toolkits.
Merchant Onboarding Operations
- Lead a team of onboarding advisors supporting merchants from initial signup through their first transaction.
- Define and monitor SLAs, ensuring speed, quality, and merchant satisfaction.
Merchant Integration Support
- Oversee integration support for all merchant tiers:
- Tailored, complex integrations for large enterprises.
- Standardized ecommerce plugins (Shopify, WooCommerce, Zid, Salla, etc.).
- PSP and APM integrations across geographies.
- Establish scalable frameworks to balance customization with efficiency.
In-Store Operations
- Build and manage field operations covering merchant audits, staff training, in-store material delivery, and ongoing monitoring.
- Ensure consistency of in-store execution across all countries.
B2B CRM Platforms
- Own the implementation, governance, and continuous improvement of B2B CRM tools.
- Manage all merchant lifecycle communications, from onboarding to growth and retention campaigns.
Demand Generation Support
- Partner with Marketing to drive inbound merchant growth through SEO, ASO, and inbound performance marketing campaigns.
- Build frameworks to measure and optimize lead quality and conversion.
Salesforce Merchant Voice
- Act as the business owner of merchant workflows within Salesforce.
- Align with the central Salesforce team to ensure all processes and automations reflect merchant needs and operational requirements.
Leadership & Collaboration
- Build, lead, and mentor a cross-functional team spanning onboarding, integrations, in-store ops, and CRM operations.
- Partner closely with Product, Engineering, Marketing, Sales, and Compliance to deliver a seamless merchant experience.
- Serve as the organizational voice of the merchant, ensuring their needs are prioritized in product and process decisions.
Your expertise
- 7+ years of experience in merchant operations, platform management, or similar roles within fintech, payments, ecommerce, or SaaS.
- Proven track record of scaling merchant/partner infrastructures across multiple markets.
- Strong technical understanding of ecommerce platforms, APIs, PSPs/APMs, and CRM systems.
- Experience leading large, multi-disciplinary teams (onboarding, support, ops, CRM).
- Analytical mindset with hands-on experience in performance marketing, SEO/ASO, and CRM lifecycle management.
- Excellent stakeholder management, with the ability to influence cross-functional teams and central platform owners.
- Entrepreneurial spirit with a bias for execution and continuous improvement.
