Director, Marketplace Trust
Miami, FL (Hybrid)We9re looking for a
Director of Marketplace Trust to establish and lead this function. This role will define the strategy, build the operating model, and partner across the organization to improve marketplace quality, strengthen customer confidence, and ensure the voice of the customer influences business decisions.
Reporting into the Chief Brand & Communications Officer, the Director will lead a growing Marketplace Trust organization responsible for two critical areas:
- Marketplace Quality & Policy - ensuring marketplace integrity through listing quality, policy governance, seller standards, and marketplace compliance.
- Community & Consumer Engagement - building relationships with consumers and private sellers, managing online communities, and bringing customer insights into the business.
This is a highly cross-functional leadership role that works closely with Product, Marketing, Customer Success, Sales, Industry Relations, Data, Legal, and Operations to make trust a competitive advantage for Boats Group.
What You9ll DoDefine the Marketplace Trust Strategy
- Develop and execute Boats Group9s Marketplace Trust strategy, aligning initiatives across product, operations, marketing, and customer experience.
- Establish the roadmap, priorities, and success metrics for the Marketplace Trust function.
- Create frameworks that improve marketplace quality, customer confidence, and long-term marketplace health.
Lead the Marketplace Trust Team
- Build, coach, and develop a high-performing team responsible for Marketplace Quality & Policy and Community & Consumer Engagement.
- Establish clear goals, KPIs, and operating rhythms across both functions.
- Foster a culture of accountability, collaboration, and continuous improvement.
Improve Marketplace Quality & Integrity
- Oversee programs that improve listing quality, marketplace standards, seller accountability, and policy compliance.
- Partner with Product and Data teams to develop scalable tools, reporting, and automation that improve marketplace health.
- Use marketplace insights to identify opportunities for operational, product, and policy improvements.
Champion the Voice of the Customer
- Ensure customer feedback and community insights are systematically captured and shared across the business.
- Oversee engagement with consumers, private sellers, and online boating communities to better understand customer needs, sentiment, and emerging trends.
- Partner with Marketing and Product teams to translate customer insights into better products, content, and customer experiences.
Build Cross-Functional Alignment
- Partner closely with Product, Marketing, Sales, Customer Success, Industry Relations, Legal, and Data teams to embed trust into the customer experience.
- Serve as the executive champion for Marketplace Trust, ensuring initiatives are coordinated across the organization.
- Develop executive reporting that measures marketplace health, customer sentiment, policy effectiveness, and overall trust.
What Success Looks Like- Marketplace quality improves through measurable reductions in duplicate, stale, inaccurate, and non-compliant listings.
- Customer confidence increases through improved marketplace standards and transparency.
- Community insights consistently inform product development, marketing, and operational decisions.
- Marketplace Trust becomes a measurable business function with clear KPIs and executive visibility.
- Boats Group strengthens its position as the industry9s most trusted marketplace.
What We9re Looking For- 8-12+ years of experience in marketplace operations, Trust & Safety, marketplace integrity, community management, customer experience, or a related field.
- Experience building and leading cross-functional programs and building new functions or teams.
- Demonstrated success managing and developing high-performing teams.
- Strong analytical mindset with experience using data to drive operational and strategic decisions.
- Excellent communication, stakeholder management, and executive presentation skills.
- Experience influencing senior leaders and driving change across complex organizations.
- A builder9s mindset-you enjoy creating strategy, developing scalable processes, and leading transformational initiatives.
- Experience with online marketplaces, digital platforms, ecommerce, Trust & Safety, community management, or the marine industry is a plus.
What You9ll Receive:- Hybrid Work Flexibility: Embrace a balanced work model with remote work on Mondays and Fridays and in-office collaboration from Tuesday to Thursday.
- Generous Time Off: With a strong focus on work/life balance, we offer all employees paid time off starting on day one, multiple paid holidays throughout the year, your birthday off, and a winter break at the end of the year
- Volunteering Time: Participate in our volunteer program with 4 paid days annually to contribute to your community.
- Modern Office Perks: Our vibrant Miami office features cutting-edge amenities, such as an electric sit/stand desk, dual monitors, a gym, and a variety of snacks and beverages.
- Comprehensive Benefits Package: Enjoy top-tier Medical, Dental, Vision, and Life insurance, along with a 401(k) plan featuring a 4% match.
- Commuter Benefits: Park conveniently in our building9s garage at no charge to you. For train commuters, we subsidize most, if not all, of your monthly pass expenses.
- Professional Development: Take advantage of online training, live courses, and additional funds for courses, seminars, and certifications to enhance your skills.
- Team-Centric Atmosphere: Be part of a close-knit team that prioritizes relationship-building and personal connections.
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