The posting
Global E-Commerce's Governance and Experience (GNE) is a global team responsible for ensuring a safe and trustworthy marketplace for not only our buyers, but also our sellers and creators. Our mission is to create the most trustworthy e-Commerce platform with a delightful service experience.
Within GNE, the Service Support Centre (SSC) provides customer service for Buyers, Sellers, and Creators across the globe. We are seeking a Core Seller Growth Specialist.
Responsibilities: - Own the day-to-day operations and continuous improvement of the Core Seller acquisition program in Mexico, ensuring consistent execution against defined strategies, SOPs, quality standards, and performance targets. - Manage the end-to-end acquisition funnel from lead intake, refinement and prioritization through outreach, registration, qualification, and successful onboarding, with clear operating standards and ownership at each stage. - Work closely with BPO teams to ensure strict and consistent execution of defined acquisition strategies and SOPs, including lead handling, outreach cadence, seller communication, follow-up, disposition, and documentation. - Establish and manage operating mechanisms including daily/weekly performance reviews, funnel tracking, agent productivity management, quality audits, root-cause analysis, and corrective action plans. - Deep dive funnel performance to identify conversion losses across lead quality, contactability, seller intent, agent execution, registration, and qualification, and translate findings into measurable improvement actions. - Apply structured continuous improvement methodologies such as Lean, Six Sigma, PDCA, root-cause analysis, and process mapping to identify operational gaps, reduce waste, improve conversion, and increase agent productivity. - Build clear performance benchmarks and identify gaps across agents, lead segments, channels, and BPO operations; replicate top-performing practices and address underperformance through structured improvement plans. - Partner with in-house teams to continuously refine acquisition strategy and translate strategy changes into clear SOPs, training materials, QA standards, and frontline execution requirements. - Personally deep dive representative seller cases and, when necessary, engage sellers directly to understand seller intent, validate operational hypotheses, and distinguish market constraints from execution issues. - Identify recurring platform or process blockers affecting seller onboarding and work cross-functionally with Product, Moderation, Logistics, Risk, and other teams to drive systemic resolution. - Maintain strong operational governance with BPO partners, ensuring adequate staffing, training readiness, performance management, issue escalation, and execution quality. - Design and run controlled operational pilots, measure impact, and determine whether successful improvements should be standardized and scaled.
Minimum Qualification(s): - 5+ years of experience in operations, sales operations, business operations, process improvement, marketplace operations, or related roles, preferably in e-commerce, technology, BPO, or high-volume operational environments. - Strong operations management mindset with demonstrated experience building or managing standardized processes, SOPs, performance mechanisms, and frontline execution. - Strong analytical skills with the ability to break down acquisition funnels, identify performance gaps, conduct root-cause analysis, and translate insights into measurable operational actions. - Strong understanding of frontline/BPO operations, including productivity management, QA, training, performance management, capacity, and operational governance. - Highly execution-oriented and hands-on; comfortable moving between performance data, frontline operations, seller cases, and cross-functional problem solving. - Strong ownership and ability to independently drive problems from diagnosis through implementation and measurable improvement. - High Oral/Written proficiency in English and Spanish is required for this role due to cross-functional collaboration with global teams.
Preferred Qualification(s): - Experience with continuous improvement methodologies such as Lean, Six Sigma, PDCA, DMAIC, or similar process excellence frameworks is strongly preferred; Lean Six Sigma certification is a plus. - Comfortable working in a fast-paced, ambiguous environment with evolving processes. - Familiar with e-Commerce ecosystem, particularly Mercado Libre, Amazon, DTC sellers, and marketplace seller acquisition.
