Marketplace Operations Manager

Job Description

Description:Marketplace Operations Manager (MPO) will be responsible for marketplace operations for all customers (Clients & Service Providers/Vendors) /channels/territories (regions) to ensure a premium customer experience, while catalyzing growth and profitability, maximizing service, and optimizing order(service) book productivity.Marketplace Operations Manager will lead the CRM and Operations team todeliver against the Operational and Commercial strategies, implement thebusiness and standardize, simplify, and optimize processes for reliable andefficient follow through.Marketplace Operations Manager will liaise with software development teamto ensure that app specifications are technically feasible, user-friendly, andaligned with our clients? business goals. And will collaborate with themarketing team to develop more strategic market and industry insights,achieve financial goals, gain more potential customers, enhance the customerexperience, and establish good foundation planning.Key Accountabilities:? Design and implement the complete end-to-end process from planning and implementing, and managing the services, order (service booking) matching, quality tracking, vendors/service providers accounts? management, systems integration, order operations, and customer retention.

• Permissions and legal requirements communications.
• Be a trusted partner for both the service providers and the clients on use-case and service functionality, improving opportunities.
• Design and implement vetting processes to ensure the highest seller on-boarding quality.
• Understand the customer journey, from first exposure and into life cycle (360), while constantly testing and developing ways to improve it, working with various interfaces in the company.
• Build and maintain strong, long-lasting customer relationships.
• Design and implement CRM plans and activities, from idea through execution to post analysis, by utilizing the available channels and initiating new ones for monitoring and optimizing our customer performance
• Assist with development tasks related to CRM campaigns / Marketing campaigns and other activities..
• Collaborate with the software development team to ensure that app specifications are user-friendly, monitor activities performance, and make recommendations for improvement.
• Represent the voice of the customer to provide feedback and insights via high touch relationships into core product and marketing processes.
• Lead, nurture, educate & inspire Operations team to flawlessly implement the business.
• Build, Monitor and improve KPIs (Service, Deliveries, Order Book Health, Cost to Serve, Quality, Supply Coverage) to ensure team performance against MPO aligned targets.
• Work with Marketplace upper management to align on Projects plans for the big accounts ensuring outbound flow is aligned with supply capacity while meeting Marketplace?s financial needs.
• Partner cross-functionally, build and maintain strong/close relationships within Marketplace (Marketing, Business Development, Brand, Planning, Finance) and outside of Marketplace (Buyers/Clients, Supply Chain, Vendor Management, Payment partners) to flawlessly execute the business, product launches, key initiatives, and Key City offense.
• Assist with high severity requests or issue escalations as needed.
• Clearly communicate the progress of quarterly initiatives to internal and external stakeholders.
• Support joint operational & order management capabilities with partners to drive mutual growth, profitability & productivity.
• Support the MPO Team in creating a Culture of Innovation through a growth mindset, sparking curiosity and a proactive approach for problem-solving.
• Drive and influence problem solving activities and demonstrate end-to- end process thinking.
• Demonstrate strong leadership skills by actively seeking information, listening to key constituents, understanding what needs to be achieved and influencing change, when needed.
• The ability to multitask with an awareness of tight deadlines.

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