About the role
Welcome to the Agentic Commerce Era At 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 development Handle client escalations independently, partnering with cross-functional teams and Director of Global Services to conduct root-cause analysis and resolve issues effectively Review and analyze client reports submitted by Feed Managers, Onboarding Specialists, and Support Specialists, providing actionable insights and feedback Continuously 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 systems Troubleshoot 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 channels Oversee the configuration and mapping of attributes across various file types, including delimited files, XML files, custom scripts, and API-based platform integrations Apply best practices for building and optimizing product feeds, including modifying, sorting, and filtering large volumes of product data to generate accurate product listings Ensure feed quality assurance compliance and monitor adherence to industry standards Provide comprehensive weekly reports to leadership, highlighting key metrics and performance insights Collaborate with various paid search channels and affiliate networks to clarify specific feed