This is an in-office role, five days per week with the option to work from home on Thursdays.

The Role

The Operations Manager (Marketplace) shifts the operational focus from frontline task tracking to holistic team performance ownership. This role is fully accountable for driving the throughput, quality, and SLA performance of an operational domain by managing through a tier of Supervisors and Leads.

In addition to workforce planning, scheduling, and direct people management, the Operations Manager (Marketplace) acts as a key bridge between frontline execution and technical systems. This role personally owns recurring domain reporting and dashboards by independently writing and validating SQL queries. Leveraging these insights, the Operations Manager actively spots bad data, broken inputs, and repeat operational failure patterns, while partnering with Technical Analysts to refine, shape, and tune AI agent prompts and automated workflows based on real-world operational feedback.

What you'll be doing

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities and duties of the position.

Team Performance & Operational Ownership

• Holistic SLA Management: Own day-to-day team performance across core operational delivery metrics, including throughput, quality standards, CSAT, and strict SLA compliance.
• Workforce & Queue Health: Oversee total team execution, shift coverage, and capacity scheduling layouts. Dynamically adjust staffing and scheduling to prevent queue backlogs and meet operational cost targets.
• Process Standardization: Oversee the execution of standardized resolution workflows and procedures to ensure clean, consistent delivery across all shifts.

Leadership & Management Through Subordinate Layers

• Supervisor Tier Development: Direct, coach, and elevate the Supervisor and Lead tier. Instill professional accountability and coach supervisors on performance management techniques so they can run their frontline shifts flawlessly.
• Change Management: Lead organizational change programs on the floor, translating process updates, playbooks, and new software tools into sustained, long-term behavioral change across frontline teams.
• Talent Pipeline: Manage performance reviews, 1:1 coaching, and professional growth for supervisors while actively participating in the hiring, onboarding, and training of frontline operations staff.

Dashboard Ownership, SQL Fluency & Data Remediation

• SQL & Dashboard Ownership: Personally build and maintain recurring domain reporting infrastructure, executive dashboards, and operational metrics by independently writing and validating SQL queries.
• Data Quality Remediation: Name and take direct accountability for data quality monitoring, proactively spotting bad data, broken inputs, or corrupted operational streams to drive immediate remediation.
• Recurring Failure Mode Detection: Synthesize floor logs and system metrics to explicitly detect repeat operational failure patterns and bottlenecks, independently building empirical evidence for escalations up the chain.

AI Prompt Refining, Automation Tuning & Analyst Partnership

• Automation & AI Agent Tuning: Help refine and tune automations, system prompts, automated routing logic, and AI agent behavior based on real-world operational feedback from the floor.
• Analyst Collaboration: Partner directly with Technical/Operations Analysts to shape automation design, drive continuous process improvement, and elevate internal tool adoption.
• Feedback Loops: Feed frontline operational edge cases, systemic friction, and workflow gaps back into Product, Engineering, and R&D pipelines to systematically reduce manual effort.

What you'll need

Leadership & People Management

• Management Through Layers: Proven experience managing frontline teams through subordinate layers in a high-volume operations or marketplace environment.
• Change Leadership: Demonstrated ability to convert new processes, playbooks, and software tools into sustained behavioral adoption across frontline teams.

Technical & Analytical Capabilities

• Hands-on SQL Fluency: Demonstrated ability to independently write, validate, and execute SQL queries to extract data, build custom domain reports, and manage recurring dashboards in tools like Redash, Looker, or Tableau.
• Data Quality & Failure Detection: Proven ability to spot bad data, broken inputs, and repeat operational failure patterns, taking named ownership over data quality remediation and empirical root-cause analysis.
• AI Prompt & Automation Tuning: Hands-on experience or strong capability in shaping, refining, and tuning automated workflows, system prompts, and AI agent behaviors based on operational feedback and edge cases.

Operational & Technical Mastery

• Workforce & Queue Oversight: Deep expertise in workforce management, queue balancing, shift scheduling, and strict SLA enforcement.
• Software Proficiency: Highly proficient with modern collaboration, CRM, and BI software suites (e.g., Zendesk/Salesforce, Tableau/Looker/Redash, Slack, Google Workspace).

What you'll get

• $90,000 to $120,000 annually
• Performance-based bonus
• Medical, Dental, Vision, and 401K
• Access to Company & Employee Benefits
• 25 days PTO (prorated) + Birthday Off
• 8 Paid Holidays
• Duvet days (½ day off every quarter)
• Volunteer days

Work Environment

This role offers a combination of professional office settings and on-site client locations. In the office, you will work in a typical business environment with standard office equipment and software. On occasion, you may be required to work at client locations, which could include warehouse or logistics environments. When on-site, candidates should be comfortable adhering to client-specific safety protocols and navigating large, busy facilities. Flexibility in working hours and travel may be necessary to meet client needs, including occasional work outside of standard business hours.

Physical Demands
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to sit or stand at a desk indoors for most of the day; and is occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type / Expected Hours of Work

Full-Time Position. Working hours are Monday through Friday, 8 AM - 5 PM. Occasional evening and weekend work may be required as job duties demand.

Travel
This position requires minimal travel, less than 25% of the time. Most travel is outside of the local area and will require overnight accommodations.

All travel is subject to the Indeed Flex travel policy and will be recompensed per the policy. It is the responsibility of the employee to understand and abide by the Indeed Flex Travel Policy in order to receive appropriate expense reimbursements.

Work Authorization / Security Clearance

None Required For This Position

Other Duties
Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.