Quick Commerce Marketplace Experience Lead

Job description

Major Responsibilities

End-to-End Vendor Operations & Performance Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace. Manage ground-level operational teams, taking direct responsibility for their performance, productivity, and output. Ensure all operational targets are met with the highest standards of quality, implementing course corrections where necessary to maintain service excellence.

Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction on the platform. Support Experience Ownership & Strategy Own the entire support experience, from design to execution, including footprint and channel strategy. Develop and implement solutions that drive long-term value, improve policies, and increase customer satisfaction. Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven, and efficient manner.

Accountability for Metrics & KPIs Maintain full accountability for QComm Service Operations metrics. Monitor and drive line-of-business performance and all customer satisfaction-related KPIs. Champion the "Voice of the Customer" to influence policies and enhancements that meet local and regional needs. Stakeholder Management & Transformative Leadership Provide strategic leadership for transformative support strategies, fostering trust with local stakeholders and regional senior leaders.

Lead cross-functional initiatives to align operational improvements with broader strategic business goals.

Qualifications

Strategic Influencer

You have a proven track record of driving results in a matrixed environment without direct reporting lines.

Data-Driven Innovator

You don't just report on KPIs, you deconstruct them to find the "why" and build a roadmap to fix them.

QComm Specialist

Deep understanding of the Quick Commerce or Marketplace ecosystem, specifically regarding customer experience and vendor operations.

Stakeholder Mastery

Exceptional communication skills with the ability to manage expectations across local ground teams and regional executive leadership.

Agility

Comfortable navigating high growth environments where speed and precision are equally valued.