Merchant Operations Analyst

About the Role

This role is a hands-on, execution-focused position embedded within the Commerce Platform growth team. The analyst will work directly on merchant insights, sales funnel optimization, and operational improvements.

It requires active involvement in outreach, data analysis, and process building to directly impact sales pipeline performance and merchant experience.

Key Responsibilities

• Conduct calls and emails with merchants to gather feedback and identify pain points

• Capture qualitative insights beyond dashboards

• Review recorded sales calls

• Identify patterns, objections, and trends

• Provide insights to improve sales positioning

• Design and execute email outreach campaigns

• Experiment with messaging to improve response rates

• Use sales engagement tools (training provided)

• Analyze end-to-end sales funnel performance

• Identify drop-offs and bottlenecks

• Recommend actionable improvements to increase conversion

• Solve operational bottlenecks

• Build scalable workflows and trackers

• Support team with data-driven insights and execution

Core Skills & Competencies

Analytical & Technical

• Strong proficiency in

Excel / Google Sheets

(pivot tables, lookups, formulas)

• Ability to analyze sales funnels and conversion metrics

• Experience structuring qualitative + quantitative data

• Familiarity with CRM tools (Salesforce, HubSpot, etc.)

• Basic SQL knowledge (nice to have)

Communication & Writing

• Strong written communication (cold emails, summaries, reports)

• Confident in speaking with merchants/customers

• Ability to translate insights into clear, actionable recommendations

Operations & Tools

• Experience with sales engagement tools (Outreach, Salesloft, Apollo)

• Familiarity with call analysis tools (Chorus, Gong)

• Exposure to AI tools (ChatGPT, Claude) for productivity

• Ability to build and manage workflows independently

Required Qualifications

• 1–3 years of experience in:

• Sales Operations

• Growth Operations

• Business Operations

• Consulting or related fields

• Hands-on outbound outreach experience (email and/or phone)

Proven ability to:

• Analyze data and generate recommendations

• Manage workstreams independently

• Communicate findings to non-technical stakeholders

Preferred Qualifications

• Experience in:

• Marketplace, SaaS, or platform companies

• SMB or restaurant/merchant ecosystems

Prior work with:

• Outreach/email sequence optimization

• Consulting or startup environments

Exposure to:

• Qualitative research (user interviews, win/loss analysis)

• AI-driven workflows

Education Requirements

• Bachelor’s degree (required) in:

• Business, Economics, Marketing, Statistics, Data Science, or related fields

• Advanced degree (MBA or Master’s) —

optional