Head of Marketplace Experience

Job Description

The Head of Marketplace Experience is a critical leadership role dedicated to optimizing the end-to-end experience for vendors, customers, and riders in the market. This individual will lead a team of marketplace experience managers and specialists, spearheading transformation initiatives to reduce friction and enhance support. You will play a pivotal role in balancing local country requirements with central regional strategies, shaping operational improvements that align with Pandora’s global business goals.

Major Responsibilities: 

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