Merchant Operations Manager (AI)

TL;DR

Merchant Operations Manager (AI): Analyzing data, scoping and delivering process changes, aligning senior stakeholders, and leading AI adoption across Merchant Operations agent workflows. Focus on driving process and policy changes with measurable impact on agent AHT and case deflection.

Location: Based in Prague

Company

hirify.global is a marketplace where customers discover new experiences and services everyday and local businesses thrive.

What you will do

• Extract and analyse Salesforce data to build dashboards and reports.
• Deliver executive-level insights with clear, actionable recommendations and monitor trends across global MO teams.
• Own complex cross-functional projects end to end, driving process and policy changes.
• Lead practical AI rollout into MO agent workflows, identifying and implementing automation opportunities.
• Audit and improve queue structures, routing logic, and escalation frameworks.
• Document MO SOPs and own exception handling.

Requirements

• 1-3 years in operations management, analytics, or strategic project management.
• Track record of independently owning and delivering complex projects.
• Strong analytical skills and experience influencing senior stakeholders.
• Actively using AI tools.
• Fluent English; based in Prague

Nice to have

• Background in marketplace, food delivery, or hospitality tech.
• Salesforce reporting and dashboard experience.
• BPO or agent-facing operations exposure.
• Experience with AHT reduction or contact deflection programmes.

Culture & Benefits

• Maintain a culture that inspires innovation, rewards risk-taking and celebrates success.
• Be part of a company big enough to have the resources and scale, but small enough that a single person has a surprising amount of autonomy and can make a meaningful impact.
• Committed to building smarter, faster, and more innovative ways of working—and AI plays a key role in how we get there.