Live Merchant Implementations Manager

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 centralizes 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 are entering a phase where scalable systems and technical configuration discipline are foundational to our ability to grow without linear headcount expansion.

The Live Merchant Implementations Manager owns the technical configuration, implementation, migration, and ongoing optimisation of merchant-facing systems post-onboarding. This role is also responsible for helping drive scale through automation initiatives and structured internal workflow audits, identifying efficiency gaps and implementing system-level improvements that reduce manual intervention and operational friction

This role sits at the intersection of:

• Merchant Onboarding

• Post-go-live Operations

• Product & Engineering

• Third-party ecosystem partners

This is not a coordination role. It is hands-on and execution-driven. The ideal candidate is comfortable working across APIs, configuration layers, data flows, integrations, and structured migrations.

Key responsibilities

Own technical setup and configuration post go live, including:

• Assess tooling solutions, AI/automation opportunities, low-code/no-code options, or internal builds.

• Carrier configuration, service mappings, routing logic, and shipping rules

• WMS and 3PL integrations

• Label provider setup and validation

• API mapping, field configuration, and data validation workflows

• Additional merchant portal setups and ecosystem tooling

• Work with Engineering & Product to scope features, workflows, and systems changes.

• Ensure successful adoption of new processes, tools, and workflows

• Swap platform SME, including how it integrates with third-party logistics providers, fulfilment solutions, warehouses and 3PLs

What we would like to see:

• 4+ years in ecommerce infrastructure, logistics technology, integrations, or systems operations

• Hands-on experience participating in technical implementations (not just operational usage)

• Experience in high-growth, systems-driven environments.

Tech capabilities with

• Carrier & WMS integrations

• API-based ecosystem integrations

• Platform migrations (v1 → v2 or equivalent)

• Marketing/CRM integrations ((e.g. Klaviyo-style systems)

• Order orchestration tools (ShipStation, Orders Hub or equivalent)

• Multi-portal merchant environments experience

• Experience owning post-live system evolution

• Strong technical troubleshooting across multi-system architecture

• Experience with workflow automation, AI tools, business systems, or internal tooling.

• Strong analytical rigor; SQL or technical querying is a plus.

• Excellent project management skills; comfortable owning execution end-to-end.

Your profile

• Strong troubleshooting mindset. Able to isolate technical vs operational root cause

• Structured communicator who documents configuration logic clearly

• Comfortable working cross-functionally with Product and Engineering

• High ownership mentality/agency with attention to detail

• Systems thinker who optimises for scalability over short-term fixes

• Structured communicator who can document configuration logic clearly.

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.