B2B Operations Specialist

We are looking for a “B2B Operations Specialist” to optimize and scale the Farfetch partner ecosystem. In this role, you will own the operational health of our B2B relationships by leveraging data, automation, and AI-driven insights to predict friction points before they happen.

You will be part of a fast-paced B2B team that thrives on transforming complex operational challenges into streamlined, scalable processes for the world’s best luxury boutiques and brands.

What you'll do

• Partner Operational Support: Act as the primary point of contact for partners for day-to-day operational and technical queries (e.g. order and returns issues, system-related questions, and customer service priorities), delivering timely, high-quality support across all communication channels to ensure operational continuity and partner satisfaction. 

• Data-Driven Problem Solving: Monitor and analyze partner operational KPIs to identify trends, diagnose systemic bottlenecks, and proactively engineer long-term solutions for recurring issues.

• Technical Account Management: Act as the primary escalation point for complex technical and operational queries, translating technical friction into actionable product feedback.

• AI & Automation Integration: Leverage AI tools and automated workflows to streamline routine partner queries, increasing self-service capabilities and freeing up your bandwidth for high-impact, strategic partner interventions.

• Cross-Functional Process Engineering: Partner with the organization to champion the "voice of the partner," utilizing data trends to influence operational standards and drive value for the partner ecosystem.

• Continuous Improvement: Define, document, and scale best-in-class operational frameworks that elevate partner autonomy, efficiency, and satisfaction.

Who you are

• Analytical Mindset: You don't just look at data; you look through it to find root causes. You are comfortable using data visualization tools.

• Tech and Automation Savvy: You have a natural curiosity for tech stacks, APIs, and AI tools. You look for ways to automate manual tasks rather than doing them repetitively.

• B2B Operations Background: Experienced in a B2B, e-commerce operations, or technical account management environment where you managed complex enterprise or vendor relationships.

• Problem Solver: You have a strategic approach to troubleshooting. When a process breaks, your instinct is to fix the system, not just the individual case.

• Strong Communicator & Influencer: Ability to translate complex technical concepts into clear, actionable insights for both luxury brand partners and internal teams.

• Agile and Adaptable: Thrives in a fast-paced environment and is comfortable navigating ambiguity as our platform and tools evolve.