About the Position:

• The Head of Marketplace Operations is a critical role responsible for building a scalable, high-trust, and high-automation two-sided marketplace that enables buyers and sellers to transact independently, confidently, and efficiently across multiple markets. Reporting directly to the COO & Cofounder, the role operates at the intersection of operations, product, commercial, regulatory, and data, shaping the systems and workflows that power seamless marketplace execution.
• The ideal candidate has built or scaled B2B marketplaces or SaaS platforms where automation, workflow design, and system behavior are central to operational success. They design operating models that reduce manual work, increase self-serve adoption, and create predictable, high-quality deal execution. They move fluidly between strategic thinking and hands-on implementation, bringing a product-minded lens, strong data literacy, and the ability to embed operational logic directly into platform behavior.
• This role is foundational to scaling the business throughout 2026 and beyond. The Head of Marketplace Operations will build end-to-end systems, operationalize automated workflows, eliminate friction across the user journey, establish a world-class support function, and ensure that insights and user behavior continuously shape the evolution of the marketplace.

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Marketplace Operations, Systems & Automation

• Design and manage end-to-end operational systems for a two-sided marketplace.
• Build automated workflows (e.g., onboarding flows, compliance checks, deal progression steps, routing logic) using tools such as Zapier, Make, or native platform automations.
• Map, refine, and simplify user journeys for both buyers and sellers, focusing on scalable, self-serve patterns.
• Maintain clear, scalable SOPs and operational architecture to support rapid product development and market expansion.
• Identify operational friction and eliminate it through automation, system improvements, or process redesign.

Seamless Deal Execution

• Build mechanisms and automated checkpoints that ensure reliable, consistent execution across commercial, regulatory, and finance teams.
• Create structured workflows and upstream/downstream handovers that reduce manual error and improve transparency.
• Partner with product and engineering to embed operational logic, triggers, and system validations directly into the platform.

Customer Support & Service Excellence

• Build the customer support function from the ground-up with a digital-first, automation-first mindset.
• Design and oversee efficient support of workflows, including triage systems, automated routing, and escalation frameworks.
• Define and maintain service-quality standards, ensuring fast response times, accurate information, and consistent support experiences.
• Position customer support as a trust builder and core driver of marketplace retention.

Cross-Functional Alignment & Product Partnership

• Act as the central connector between commercial, regulatory, finance, product, and engineering teams.
• Translate operational realities into clear product requirements and ensure adoption of new features and tools.
• Facilitate cross-functional rituals and communication frameworks that ensure clarity and alignment.
• Communicate effectively with executives and lead through influence across diverse teams.

Insights, Data Integration & Marketplace Optimization

• Lead weekly data reviews and collaborate with analytics to identify behavioural patterns, friction points, and operational opportunities.
• Improve dashboards and operational metrics that track marketplace health and performance.
• Feed insights into product, automation logic, and content improvements to enhance the overall marketplace experience.
• Support personalization, UX improvements, and the creation of more adaptive operational flows.

Requirements:

• Background in B2B marketplace operations or SaaS / digital-native environments.
• Proven ability to design and scale operational systems and workflows.
• Fluency in automation tools (e.g., Zapier, Make, HubSpot workflows) and their application in scaling operations.
• Strong partnership experience with product and engineering teams.
• Demonstrated capability in setting up and managing customer support operations.
• Expertise in cross-functional orchestration across commercial, finance, regulatory, and tech.
• Deep data literacy and the ability to translate insights into action.
• Excellent communication skills, including executive-level communication.
• Experience working in regulated, complex, or emerging-market environments.
• Comfortable operating in high-speed, ambiguous, multi-market contexts.

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