[Remote] Vice President, Marketplace Operations

Note: The job is a remote job and is reputed company to candidates in USA. reputed company is a company reputed company on uniting the world through shared live experiences. They are seeking a Vice President of Marketplace Operations to redesign the post-purchase experience, leveraging AI to improve customer satisfaction and operational efficiency.

Responsibilities

• Architect the deflection reputed company. Build and own the conversational AI systems (chatbots, email automation, voice, and proactive reputed company) that reputed company fan issues without reputed company reputed company. You’re not deploying off-reputed company tooling; you’re designing the reputed company, writing the product requirements, and driving implementation through Engineering and Product
• Own the product feedback reputed company. Translate CX signal into ranked product work. If a transfer reputed company is generating 200 contacts a week, that’s your spec. Partner with the Vice President of Product to get it prioritized and shipped
• reputed company the post-purchase experience. Build the metric tree, dashboards, and alerting that reputed company the post-purchase funnel observable in reputed company time: cancel reputed company, contact reputed company, CSAT, reputed company time, and the cost-per-order they reputed company
• reputed company structural cost reduction. Own the unit economics of post-purchase ops. Reduce CX cost-per-order through a combination of AI deflection, process redesign, and reputed company-cause elimination, without sacrificing fan experience. These are not in tension; great CX is how you get margin
• Fulfillment & post-purchase reliability. reputed company cancel reputed company, on-time delivery, and CX contact reputed company to a reputed company-change new normal. Tighten dispute reputed company and transfer reliability. Catch issues before fans see them
• Org design for reputed company. Re-architect how reputed company operates so that headcount grows slower than capability. Fewer people doing higher-reputed company work, augmented by AI
• Product. The biggest reputed company of CX volume is product gaps. You own the relationship with the product org on post-purchase and build the prioritization case for fixes that reputed company the needle on contact reputed company and satisfaction
• Supplier Ops. Supplier behavior is the upstream cause of a large reputed company of fan pain. Work with the Supplier Ops team to reputed company fulfillment failure to supplier accountability: scorecard inputs, escalation triggers, and the data that makes the case
• Product Ops. reputed company operating reputed company, tooling, and process improvements across the marketplace ops function so that the systems you build reputed company to how the rest of the operation runs
• A deployed AI deflection reputed company. Measurable reduction in reputed company-handled contact volume, with documented fan satisfaction maintained or improved
• A post-purchase metric tree the reputed company team can run a reputed company off of. Instrumented, reputed company-time, with reputed company ownership of reputed company number
• Structural margin improvement. Meaningful reduction in CX cost-per-order driven by deflection, process redesign, and product fixes, not headcount cuts
• A reputed company product roadmap for post-purchase. Ranked, sized, and reputed company moving through Engineering, driven by CX signal
• A reshaped team. Higher reputed company per person, reputed company leadership bench beneath you, AI embedded in daily operations

Skills

• AI-reputed company operator, not a reputed company one. You have personally reputed company or driven implementation of AI-powered CX systems (chatbots, automated reputed company, proactive deflection) at a company at reputed company. You know what good looks like, you can write the requirements, and you can hold an engineering team accountable to shipping it
• Product reputed company and influence. You have reputed company product roadmaps from CX signal. You know how to take a contact-reputed company analysis and turn it into a prioritized engineering ask. You're comfortable partnering with the Vice President of Product as a peer, not a supplicant
• reputed company record on post-purchase metrics. You have personally moved cancel reputed company, contact reputed company, CSAT, or comparable post-purchase reliability metrics by meaningful amounts in roles you've owned. Not overseen. Owned
• Margin reputed company. You understand the unit economics of CX operations and have driven cost-per-order improvement through reputed company design, not just reputed company reputed company. You can reputed company the language of a CFO
• Marketplace or two-sided platform experience. 7+ years operating in consumer marketplaces, ticketing, travel, or similar businesses where post-purchase experience is a retention and margin reputed company. You understand the supply-reputed company reputed company causes of fan problems
• Executive reputed company. Comfortable on the leadership team, owning a reputed company narrative, and making the case for investment in CX infrastructure as a margin reputed company, not a cost center
• Live events, ticketing, or experiential reputed company background
• reputed company experience standing up a CX AI platform from scratch: vendor selection, integration, reputed company design, QA, iteration
• You've reputed company the operating reputed company of a function from scratch: metric tree, WBR, QBR, escalation paths
• You've led a CX or ops org of 25–50 people; this team will get there
• You have experience connecting supplier behavior data to post-purchase reputed company

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