Director, Partner Platforms & Operations

About us

Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses.

Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com, amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.

About the role

We are looking for a director of partner platforms and operations to scale distribution by building and operating the full merchant infrastructure: products, processes, and platforms, that enable merchants to onboard seamlessly, integrate efficiently, and grow successfully across all channels and markets. This role will be based in Riyadh, saudi arabia.

Your Responsibilities

Merchant Onboarding Products & Services

• Design, own, and evolve onboarding journeys and platforms to provide merchants of all tiers with a frictionless experience from signup to activation.
• Drive Product & Engineering to enhance self-serve flows, APIs, plugins, and toolkits.

Merchant Onboarding Operations

• Lead a team of onboarding advisors supporting merchants from initial signup through their first transaction.
• Define and monitor SLAs, ensuring speed, quality, and merchant satisfaction.

Merchant Integration Support

• Oversee integration support for all merchant tiers:
• Tailored, complex integrations for large enterprises.
• Standardized ecommerce plugins (Shopify, WooCommerce, Zid, Salla, etc.)
• PSP and APM integrations across geographies.
• Establish scalable frameworks to balance customization with efficiency.

In-Store Operations

• Build and manage field operations covering merchant audits, staff training, in-store material delivery, and ongoing monitoring.
• Ensure consistency of in-store execution across all countries.

B2B CRM Platforms

• Own the implementation, governance, and continuous improvement of B2B CRM tools.
• Manage all merchant lifecycle communications, from onboarding to growth and retention campaigns.

Demand Generation Support

• Partner with Marketing to drive inbound merchant growth through SEO, ASO, and inbound performance marketing campaigns.
• Build frameworks to measure and optimize lead quality and conversion.

Salesforce Merchant Voice

• Act as the business owner of merchant workflows within Salesforce.
• Align with the central Salesforce team to ensure all processes and automations reflect merchant needs and operational requirements.

Leadership & Collaboration

• Build, lead, and mentor a cross-functional team spanning onboarding, integrations, in-store ops, and CRM operations.
• Partner closely with Product, Engineering, Marketing, Sales, and Compliance to deliver a seamless merchant experience.
• Serve as the organizational voice of the merchant, ensuring their needs are prioritized in product and process decisions.

Your expertise

• 7+ years of experience in merchant operations, platform management, or similar roles within fintech, payments, ecommerce, or SaaS.
• Proven track record of scaling merchant/partner infrastructures across multiple markets.
• Strong technical understanding of ecommerce platforms, APIs, PSPs/APMs, and CRM systems.
• Experience leading large, multi-disciplinary teams (onboarding, support, ops, CRM).
• Analytical mindset with hands-on experience in performance marketing, SEO/ASO, and CRM lifecycle management.
• Excellent stakeholder management, with the ability to influence cross-functional teams and central platform owners.
• Entrepreneurial spirit with a bias for execution and continuous improvement.