Vice President, Marketplace Operations

About the role

This executive position leads the transformation of the post‑purchase experience in a fast‑moving digital marketplace, using AI‑driven automation to boost efficiency, customer satisfaction, and profitability.

Key responsibilities

• Redesign and optimise the post‑purchase lifecycle—from fulfillment to issue resolution—leveraging AI‑driven automation.
• Build and oversee conversational AI systems, chatbots, automated workflows, and intelligent support tools to reduce manual support volume.
• Translate customer‑experience insights into product initiatives, working closely with Product and Engineering to eliminate root causes of recurring issues.
• Develop and maintain operational dashboards, KPI frameworks, and real‑time reporting for metrics such as cancellation rates, CSAT, contact rates, resolution times, and costs.
• Drive margin improvements by optimising cost‑per‑order through process redesign, automation and efficiency initiatives while preserving high customer satisfaction.
• Improve fulfillment reliability, dispute resolution, transfer success rates, and overall post‑purchase performance across the marketplace ecosystem.
• Design scalable organisational structures and workflows that leverage AI to increase capability without proportional headcount growth.
• Collaborate cross‑functionally with Product, Supplier Operations, Finance, and Marketplace teams to align operational improvements with broader business goals.
• Establish operational rhythms, escalation frameworks, and performance‑management processes to support long‑term scalability and accountability.

Required profile

• Minimum 7 years of experience leading operations, customer experience, or marketplace functions in consumer marketplaces, ticketing, travel, e‑commerce, or similar industries.
• Proven track record of using AI and automation to solve complex operational challenges.
• Strong analytical mindset with experience building KPI dashboards and real‑time reporting systems.
• Ability to influence senior leadership and drive cross‑functional initiatives.

Required skills

• Conversational AI
• AI‑driven automation
• Dashboard development

What we offer

• Strategic executive leadership role with direct reporting to the CEO.
• Opportunity to shape organisational design and drive measurable business impact.
• Collaborative, fast‑paced environment focused on innovation and continuous improvement.