Summary
✨ AI‑Generated
A senior project management role focused on improving partner support operations, optimizing service processes, and delivering measurable business outcomes.
Highlights
Opportunity to lead global operational improvements and drive scalable process enhancements through cross-functional collaboration.
Description
Job DescriptionYour work-life opportunity
As a Marketplace Experience (MX) Partner Experience Sr.
Project Manager, you will play a key role in optimizing Partner Support Operations globally and improving the partner journey across our different support channels.
You will combine data-driven problem solving, strong stakeholder management and exceptional project execution to identify opportunities, prioritize what matters most and turn complex operational challenges into scalable solutions.
In this role, you will identify operational gaps that impact both Partner Experience and our P&L, lead initiatives to improve service flows and drive improvements across key metrics such as contact ratio, partner satisfaction, partner churn and service-related costs.
You will also act as the voice of the partner and a key bridge between Commercial and Marketplace Experience (MX), ensuring partner support processes are aligned with business needs while maintaining efficiency, scalability and compliance.
A key part of the role will be bringing structure and clarity to a complex environment, where multiple initiatives, stakeholders and priorities are running in parallel.
Be a part of a team where you will:
Identify operational improvement opportunities: Analyze service performance data and conduct deep dives to uncover operational inefficiencies, service gaps and root causes across markets.
Prioritize what moves the needle: Identify and prioritize opportunities based on their potential impact on key business metrics, balancing data, business context and effort to focus resources on the initiatives that matter most.
Drive Strategic KRs: Identify and lead initiatives to improve key metrics, including partner satisfaction, contact ratio, service-related costs and partner churn.
Lead optimization projects end-to-end: Own projects from problem identification and hypothesis validation through execution, rollout and impact tracking, ensuring clear ownership, timelines and next steps.
Bring structure to complexity: Coordinate multiple initiatives and stakeholders in parallel, creating clear priorities, action plans and follow-ups to ensure nothing falls through the cracks.
Develop Partner & Agent Experience processes: Create and optimize operational processes and propose self-service improvements across HelpCenter and Partner Support flows.
Partner closely with Commercial: Work closely with Commercial teams to understand partner needs and ensure our support processes enable a great partner experience while remaining efficient and scalable.
Drive scalability & expansion: Contribute to the rollout and adaptation of new service processes and product solutions across markets, identifying solutions that can be replicated and scaled globally.
