Vice President, Marketplace Operations

AI-Powered CX System Design:

• Architect the deflection layer by building and owning conversational AI systems.
• Design the system, writing the product requirements, and driving implementation through Engineering and Product.
• Translate CX signal into ranked product work.

Operating Margin Through CX Excellence:

• Drive structural cost reduction and own the unit economics of post-purchase operations.
• Reduce CX cost-per-order through a combination of AI deflection, process redesign, and root-cause elimination.
• Drive cancel rate, on-time delivery, and CX contact rate to a step-change new normal.

Cross-Functional Influence:

• You own the relationship with the product organization on post-purchase and build the prioritization case for fixes.
• Work with the Supplier Ops team to connect fulfillment failure to supplier accountability.
• Align operating cadence, tooling, and process improvements across the marketplace ops function.