Head of Marketplace Experience
Core
Lead marketplace experience strategy, vendor operations lifecycle, and support CX innovation for a global quick-commerce platform.
Role type
Senior IC Head of Marketplace Experience (Strategy & Operations)
Builds
Vendor onboarding/incubation processes, support experience channels, and marketplace KPI dashboards
Domain
Quick Commerce / Food Delivery
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Strategic translation, stakeholder management, vendor lifecycle ownership, roadmap prioritization, data-driven decision-making, team leadership, operational rigor, friction reduction design
Preferred skills
Matrix organization navigation, cross-functional collaboration, transformative change leadership
Technologies
Data visualization tools, analytics platforms
Responsibilities
Act as liaison between local operations and regional leadership; Own vendor onboarding and incubation targets; Optimize experience for vendors, customers, and riders; Prioritize and execute experience enhancement roadmap; Maintain accountability for contact rates, cost per contact, and automation rates; Manage and mentor a team of marketplace managers and specialists
Seniority
Senior, hands-on IC with team leadership