• Oversee and support a Merchant Care team focused on proactive outreach and high-impact escalations, including NPS, social media, and executive-level concerns. • Spearhead the evolution and maturation of a proactive support model designed to identify and support at-risk merchants before issues escalate. • Set clear expectations, hold firm boundaries, and ensure consistent execution while managing with fairness and respect. • Coach, develop, and manage team members through change, ambiguity, and evolving processes. • Analyze data, trends, and merchant signals to identify risks, surface insights, and inform decision-making and prioritization. • Partner cross-functionally to deliver process improvements, close gaps, and influence changes that improve the merchant experience at scale. • Get hands-on when needed, supporting complex cases, unblocking teams, and helping operationalize new workflows and programs. • Continuously evaluate and improve escalation workflows to ensure they are scalable, effective, and aligned with business priorities. • Foster alignment, shared accountability, and consistency across US and India-based teams. • Translate ambiguity into clarity by helping define processes, success metrics, and operating norms for a growing program. • Promote a culture of learning, ownership, and continuous improvement within the team. • Serve as a subject matter expert on ShipBob’s platform, policies, and escalation processes. • Ensure team actions and decisions align with ShipBob’s mission, values, and merchant-first mindset. • Perform additional duties as needed.