Global Services Team Leader

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Global Services Team Leader

company BigCommerce location Sydney, Australia work mode hybrid posted 12 Aug

Welcome to the Agentic Commerce EraAt Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce, Feedonomics, and Makeswift, we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you.The Team Lead, APAC Enterprise Operations will support team members across our APAC Team. You will provide guidance to technical questions and concerns regarding our platform and be the main point of escalation for internal and external clients. You will also be responsible for the distribution of work across the APAC team and ensuring each Enterprise client receives best-in-class service.

What you'll do

Support a team of Enterprise Feed Managers, Onboarding Specialists, and Support Specialists, overseeing technical quality checks on individual performance, identifying training needs, and providing coaching to ensure production goals are met while promoting career developmentHandle client escalations independently, partnering with cross-functional teams and Director of Global Services to conduct root-cause analysis and resolve issues effectivelyReview and analyze client reports submitted by Feed Managers, Onboarding Specialists, and Support Specialists, providing actionable insights and feedbackContinuously evaluate current processes to identify opportunities for increasing productivity and improving quality standards.Ensure accurate documentation of client time and account information within Feedonomics' internal systemsTroubleshoot and resolve issues related to data imports, including switching data import sources and ensuring data integrity, while addressing mismatched product attributes during product updates. Provide solutions to correct errors and warnings in various shopping channelsOversee the configuration and mapping of attributes across various file types, including delimited files, XML files, custom scripts, and API-based platform integrationsApply best practices for building and optimizing product feeds, including modifying, sorting, and filtering large volumes of product data to generate accurate product listingsEnsure feed quality assurance compliance and monitor adherence to industry standardsProvide comprehensive weekly reports to leadership, highlighting key metrics and performance insightsCollaborate with various paid search channels and affiliate networks to clarify specific feed requirements and ensure alignment on expectationsParticipate in Strategic Business Reviews to unearth upsell opportunities

Who you are

4 + years of leadership experience in supporting technical teams4 + years digital marketing/e-commerce performanceOutstanding strategic thinking, analytical, & problem-solving skills, and excellent written, oral, and presentation skills.Strong relationship management, organizational, and project management skillsStrong, proven experience and deep understanding of major social media platformsCRM Software (Salesforce, Toggl, Monday.com) or other data platformsProficient in Excel/Google SheetsBachelor’s degree in Business Management, Computer Science, or Marketing preferred or equivalent work experienceInclusion and BelongingAt Commerce, we believe that celebrating the unique histories, perspectives and abilities of every employee makes a difference for our company, our customers and our community. We are an equal opportunity employer and the inclusive atmosphere we build together will make room for every person to contribute, grow and thrive.We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the interview process, to perform essential job functions and to receive other benefits and privileges of employment. If you need an accommodation in order to interview at Commerce, please let us know during any of your interactions with our recruiting team.Learn more about the Commerce team, culture and benefits at https://www.commerce.com/careers/Protect Yourself Against Hiring Scams: Our Corporate DisclaimerCommerce, along with many other employers, has become the subject of fraudulent job offers to hopeful prospective job seekers.Be advised:Commerce does not offer jobs to individuals who do not go through our formal hiring process.Commerce will never:require payment of recruitment fees from candidates;request personally identifiable information through unsanctioned websites or applications;attempt to solicit money from you as part of the hiring process or as part of an employment offer;solicit money to complete visa requirements as part of a job offer.If you receive unsolicited offers of employment from Commerce, we urge you to be extremely cautious and avoid engaging or responding.

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