Head of Merchant Operations

About Swap

Swap is the infrastructure behind modern agentic commerce. The only AI-native platform connecting backend operations with a forward-thinking storefront experience.

Built for brands that want to sell anything - anywhere, Swap centralises global operations, powers intelligent workflows, and unlocks margin-protecting decisions with real-time data and capability. Our products span cross-border, tax, returns, demand planning, and our next-generation agentic storefront, giving merchants full transparency and the ability to act with confidence.

At Swap, we’re building a culture that values clarity, creativity, and shared ownership as we redefine how global commerce works.

About the Role

We’re a fast-growing startup entering a new phase where scalable systems, data integrity, and cross-functional execution underpin our ability to scale globally. This is an exciting role for a proactive individual that is energised by tackling difficult problems and who thrives in a fast paced environment with an uncompromising attention to detail. It requires a blend of strategic planning, process optimisation, and team leadership with high data proficiency and knowledge of global logistics while navigating complex operational tasks with their team.

The Head of Merchant Operations sits within our overall Swap Core Operations and will be responsible for managing the Merchant and Partner Onboarding, Partner Integrations and Core Process Operations Team. The Core Team remit is to drive operational rigour and process optimisation to help scale our overall E2E operations with Brands, Merchant and Agency & Logistics Partners.

Key responsibilities

• Lead the day to day execution for our Merchant and Partner Operations, focusing on successful integrations at scale.

• Manage and optimise the E2E Go Live process for our merchant and partners with technical colleagues.

• Oversee Tax Operations, ensuring accuracy and compliance across all of Swap’s operations.

• Reduce silos and manual workflows by implementing a scalable operations setups.

• Collaborate with cross-functional (XFN) teams to ensure operational alignment with internal goals and the broader business strategy.

What we would like to see:

• 5-8 years proven experience in operations management and partner integrations, preferably within SaaS, E-commerce, fintech, or a high-growth tech environment.

• Logistics experience highly desirable working with global logistics provider and WMS.

• Strong analytical skills with experience managing and interpreting operational metrics.

• Ability to translate between technical and non-technical stakeholders.

• Demonstrated ability to lead and mentor a high-performing operations team.

• Excellent communication and stakeholder management skills, with the ability to articulate complex operational issues to XFN teams.

Benefits:

• Competitive base salary.

• Stock options in a high-growth startup.

• Competitive PTO with public holidays additional.

• Private Health.

• Pension.

• Wellness benefits.

• Breakfast Mondays.

Diversity & Equal Opportunities:

We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.