Head of Marketplace Experience

Job DescriptionStrategic 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-makingTeam 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