Marketplace Operations Manager
About Faire
Faire is an online wholesale marketplace built on the belief that the future of retail is local. There are over 1M independent retailers in the U.S. and Canada doing more than twice the revenue of Walmart and Amazon combined. At Faire, we're using the power of technology and data to connect a growing community of over 150,000 brands and independent retailers around the world. Picture your favorite boutique in town — we help them discover the best products to sell in their stores. By empowering entrepreneurs with the right tools and insights, we believe that we can level the playing field so that small businesses can compete with big box and e-commerce giants. We’re looking for smart, resourceful and passionate people to join us as we power the shop local movement. If you believe in community, come join ours.
About the role
As our Marketplace Operations Manager, you will help drive the operational strategy and execution needed to improve our ability to onboard brands at scale. You will help strengthen the foundation of how the onboarding team operates, communicates and drives impact to our Brand Sales team. We expect you to own onboarding performance metrics and be responsible for delivering against our customer commitments. You will support a variety of functions - spanning across business process outsourcing (BPO) management, brand onboarding, content management, new functionality and tools adoption, and more.
You will have the unique opportunity to lead and mentor Marketplace Operations Specialists to deliver a high-value brand onboarding experience. We are looking for a manager with a commitment to their team’s individual and collective success. This role is for you if you love to create a psychologically safe, motivating and energizing team culture.
What you'll do
- Make it your mission to manage an exceptional experience for our brands from onboarding to ensure they are set up for long term success on our platform.
- Coach your team and support their professional development and engagement.
- Lead at scale Faire’s Business Process Outsourcing Partner (BPO) and mediate contracts as needed.
- Synthesize the voice of the customer to provide input to help size blockers and prioritize product development.
- Work with cross-functional teams and Ops management to improve processes, surface challenges, and address problems hindering your team’s success.
- Develop clear feedback mechanisms between Sales, Business Operations and Product teams to ensure we are building scalable solutions and helping brands achieve success.
- Proactively monitor brand pipeline health to identify opportunities to improve team outcomes and ensure that the team meets activation targets and quality objectives.
- Help define and implement policies at onboarding to incentivize right behaviors and discourage platform abuse.
Qualifications
- Bachelor’s degree
- 5+ years of experience in operations or marketplace companies, management consulting - with 1+ year of people management experience
- Experience leading and driving cross-functional strategies with cross-functional teams to achieve business objectives
- You are detail-oriented and can help us define and maintain a high-quality bar on Faire
- You are excited about and build systems, tools, and processes that allow us to manage quality brands at scale
- You are metric-focused, capable of setting metrics for measuring content quality and monitoring progress against team objectives
- Excellent written and verbal communicator
- You are empathetic and have the ability to take initiative in doing the right thing for the customer
- You are a team player and are resilient in the face of challenges, ambiguity, change
- Experience leading business process outsourcing (BPO) relationships
- Experience within a fast-paced environment
Why you’ll love working at Faire
- We are entrepreneurs: Faire is being built for entrepreneurs, by entrepreneurs. We believe entrepreneurship is a calling and our mission is to empower entrepreneurs to chase their dreams. Every member of our team is an owner of the business and taking part in the founding process.
- We are using technology and data to level the playing field: We are leveraging the power of product innovation and machine learning to connect brands and boutiques from all over the world, building a growing community of over 100,000 small business owners.
- We build products our customers love: Everything we do is ultimately in the service of helping our customers grow their business because our goal is to grow the pie - not steal a piece from it. Running a small business is hard work, but using Faire makes it easy.
- We are curious and resourceful: Inquisitive by default, we explore every possibility, test every assumption, and develop creative solutions to the challenges at hand. We lead with curiosity and data in our decision making, and reason from a first principles mentality.
Faire was founded in 2017 by a team of early product and engineering leads from Square. We’re backed by some of the top investors in retail and tech including: Y Combinator, Lightspeed Venture Partners, Forerunner Ventures, Khosla Ventures, Sequoia Capital, Founders Fund, and DST Global. We have headquarters in San Francisco and Kitchener-Waterloo, and a global employee presence across offices in Salt Lake City, Atlanta, Toronto, London and Sao Paulo. To learn more about Faire and our customers, you can read more on our blog.
Faire provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, genetics, sexual orientation, gender identity or gender expression.