Head of Marketplace Experience

Job description

Strategic Matrix Leadership Local-to-Regional Bridge

Act as the primary liaison between local operations and regional leadership to ensure global strategies are localized effectively.

Stakeholder Management

Foster trust with local stakeholders and regional senior leaders to align operational improvements with broader business goals.

Strategic Translation

Translate regional marketplace product roadmaps into executable plans tailored to the unique vendor and customer landscape.

End-to-End Vendor & Marketplace Operations Lifecycle Ownership

Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace.

Onboarding & Incubation

Ensure all vendor onboarding and incubation operational targets meet high standards of quality, implementing course corrections as needed.

Friction Reduction

Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction.

Support Experience & CX Innovation Multi-Stakeholder Focus

Optimize the experience for vendors, customers, and riders, ensuring a frictionless delivery chain.

Support Strategy

Own the entire support experience, from design to execution, including footprint and channel strategy.

Roadmap Prioritization

Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven manner.

Voice of the Customer

Champion the "Voice of the Customer" to influence policies that meet both local and regional needs.

Accountability for Metrics & KPIs Service Operations

Maintain full accountability for contact rate, cost per contact, and automation rates.

Performance Monitoring

Drive line-of-business performance and all customer satisfaction-related KPIs (NPS/CSAT).

Operational Rigor

Use data visualization and analytics to monitor complex KPIs and drive data-driven decision-making Team Management Direct People Leadership: Manage, mentor, and develop a team of marketplace managers and specialists.

Performance Excellence

Ensure all ground-level teams consistently meet or exceed productivity benchmarks and output goals.

Quality Assurance

Maintain a rigorous focus on "right quality" standards, implementing real-time training and course corrections.

Resource Optimization

Strategically align team efforts with local requirements and regional needs to ensure efficient resource allocation

Qualifications

Experienced Leader

7+ years of experience in high-growth tech, e-commerce, or Q-commerce (Quick Commerce) environments.

Matrix Organization Proficiency

Proven ability to navigate a matrixed organization, juggling local requirements with central strategies.

Analytical Rigor

Data-driven innovator skilled at managing complex KPIs and holding a high bar for quality.

Operational Excellence

Experience managing teams and a track record of driving meaningful change through cross-functional collaboration.

Thrives in Speed

Comfortable in a fast-paced environment with the ability to lead transformative support strategies