Direct Merchant Program Specialist

The Program Specialist IV (Direct LoB) will own end-to-end operational excellence, stakeholder alignment, and program management for Japan’s Direct Merchant business. This role serves as the primary CommOps point of contact for Direct workflows, ensuring stable day-to-day operations, scalable process design, and readiness for product launches and merchant-facing policy changes. The candidate will be responsible for maintaining and improving key support metrics (CSAT, Contact Rate, Automation Rate, etc), driving VOC insights, leading cross-functional initiatives, and ensuring operational continuity across Sales, Account Management, BPO vendors, Product, and Operations teams. As YoY Direct trips grow and new retail/logistics use cases expand, this role is critical to sustaining reliability, partner trust, and business growth.