Vice President, Marketplace Operations
New
Fully remote work environment within the United States.Full-TimeVp
Salary260,000 - 330,000 USD per year
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Job Details
- Experience
- Minimum of 7 years
- Required Skills
- Artificial IntelligenceProduct ManagementStakeholder management
Requirements
- Minimum of 7 years of experience leading operations, customer experience, or marketplace functions within consumer marketplaces, ticketing, travel, e-commerce, or similar industries.
- Proven experience designing and implementing AI-powered customer experience systems, including automated support workflows, conversational AI, and proactive service solutions.
- Strong operational and analytical mindset with demonstrated success improving key metrics such as CSAT, cancelation rates, contact rates, fulfillment reliability, or cost-per-order performance.
- Experience translating customer feedback and operational insights into actionable product roadmaps and engineering priorities.
- Deep understanding of marketplace economics, operational scalability, and customer lifecycle management.
- Executive-level communication and stakeholder management skills with the ability to influence leadership teams and present operational strategies at board level.
- Demonstrated ability to lead cross-functional initiatives across Product, Engineering, Operations, and Finance teams.
- Experience building or scaling operational organizations, including process development, KPI ownership, and organizational design.
- Strong business acumen with the ability to connect customer experience improvements to profitability and long-term growth objectives.
Responsibilities
- Lead the redesign and optimization of the post-purchase customer experience lifecycle, from fulfillment through issue resolution, with AI-driven automation at the core.
- Build and oversee conversational AI systems including chatbots, automated workflows, proactive customer outreach, and intelligent support tools designed to reduce manual support volume.
- Translate customer experience insights into prioritized product initiatives, partnering closely with Product and Engineering teams to eliminate root causes of recurring operational issues.
- Develop and maintain operational dashboards, KPI frameworks, and real-time reporting systems tracking metrics such as cancelation rates, customer satisfaction, contact rates, resolution times, and operational costs.
- Drive structural margin improvements by optimizing cost-per-order through process redesign, automation, and operational efficiency initiatives while maintaining high customer satisfaction standards.
- Improve fulfillment reliability, dispute resolution processes, transfer success rates, and overall post-purchase performance across the marketplace ecosystem.
- Design scalable organizational structures and workflows that leverage AI to increase operational capability without proportional headcount growth.
- Collaborate cross-functionally with Product, Supplier Operations, Product Operations, Finance, and Marketplace teams to align operational improvements with broader business objectives.
- Establish operational rhythms, escalation frameworks, and performance management processes that support long-term scalability and accountability.
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