Senior Merchant Onboarding Executive (1-year contract)

About LINE MAN Wongnai

LINE MAN Wongnai is Thailand's leading on-demand delivery and lifestyle e-commerce platform. As part of the Merchant Digital Solutions (MDS) business unit, we are building the "Operating System" for businesses across Thailand. Our ecosystem of POS, Payment, and Data solutions empowers merchants to grow and digitize their operations.

The Mission

Your mission is to be the "Catalyst and Engine of Squad Success."

Reporting directly to the Squad Ops Manager, you will bridge the gap between high-level operational strategy and ground-level execution. You will hold dual accountability: rolling up your sleeves to call merchants directly, extracting real-world insights, and converting them into highly scalable, low-tech onboarding workflows. Simultaneously, you will maintain the critical data infrastructure, task tracking, and cross-functional synchronization required to keep the entire squad operating with precision and discipline.

What you’ll Do:

• Insight-Driven Merchant Engagement: Conduct direct outbound calls to new merchants to personally guide them through onboarding, while using these interactions to extract deep, real-world user insights. Translate these firsthand insights into low-tech, highly scalable onboarding strategies—focusing on human-centric training, structured playbooks, and standardized communication workflows—to drive efficient, nationwide adoption without relying on engineering dependencies.
• Drive Speed-to-Live: Own the activation pipeline to ensure merchants complete their first transaction quickly, optimizing workflows to maximize active rates from day one.
• Squad Execution & Task Management: Support the Squad Ops Manager by turning high-level plans into daily actions. Own and maintain weekly "to-do" lists, project trackers, and operational milestones to ensure squad initiatives stay on schedule.
• Data Architecture & Reporting: Rigorously track onboarding status, maintain Business Intelligence dashboards, perform data-driven deep dives into merchant behavior, and report progress against quarterly OKRs.
• Cross-Functional Coordination: Serve as a central point of contact to gather updates, document progress, and coordinate seamlessly between Sales, Product, Marketing, and Operations.
• Advanced Troubleshooting & Process Improvement: Identify, flag, and remove blockers preventing merchant activation or internal workflow efficiency. Suggest and implement process enhancements to elevate overall execution excellence.

What you’ll Need:

• 2+ years of experience in Business Operations, Customer Success, Project Coordination, or a fast-paced Tech Startup environment.
• Mastery of Communication: Exceptional verbal and written communication skills, with the ability to simplify technical instructions for merchants and provide concise updates to senior internal stakeholders.
• Execution Excellence & Discipline: A relentless "get things done" mindset. Highly organized, detail-oriented, and disciplined about following up on both merchant milestones and internal squad deliverables.
• Analytical Foundations: High proficiency in Google Sheets/Excel for data tracking, trend analysis, and reporting.
• Resilience & Problem-Solving: Comfortable with high-volume outbound calling to extract insights, with a proven ability to break down complex workflow issues and find quick solutions in a fast-paced environment.
• Tech-Savvy: Ability to master new software, POS systems, and internal CRM/reporting tools quickly.

It’d be Great if You Have:

• Familiarity with SQL or data visualization tools.
• Experience in Telesales, SaaS, Payments, or the F&B industry.