Head of Marketplace Experience

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 Service Operations metrics, including contact rate, cost per contact, and automation rates.

• 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 both local Bangladesh 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

Team Management (80+)

• End-to-End Oversight: Assume full accountability for vendor operations from onboarding through to lifecycle management, ensuring the "ground-to-cloud" process is seamless.

• Direct People Leadership: Manage, mentor, and develop a team of marketplace experience managers and large-scale operational teams on the ground.

• Performance Excellence: Ensure all ground-level operational teams consistently meet or exceed performance targets, productivity benchmarks, and output goals.

• Quality Assurance: Maintain a rigorous focus on "right quality" standards, implementing real-time course corrections and training where necessary to maintain service excellence.

• Resource Optimization: Strategically align team efforts with local Bangladesh and regional needs to ensure efficient resource allocation

Requirements: 

• Experienced Leader: You are a data-driven innovator passionate about transforming customer and vendor experience capabilities.
• Operational Rigor: You excel at managing ground teams and hold a high bar for quality and target achievement.
• Thrives in Speed: You are comfortable in a fast-paced environment and skilled at managing complex KPIs.
• Collaborative: You have a proven track record of cross-functional collaboration to drive meaningful change