Marketplace Operations Manager

Summary

Join Feedonomics as the Manager, Enterprise Operations – Marketplace and lead a team of Feed Managers, ensuring exceptional client experiences. You will provide expert guidance on the Feedonomics platform and marketplace channels, manage client relationships, handle escalations, and drive client retention. This role involves training and coaching the team, fostering a supportive environment, and collaborating with other departments to optimize processes and resolve issues. You will also contribute to identifying growth opportunities and participating in strategic business reviews. The ideal candidate possesses extensive experience in eCommerce data feed management, client escalation management, and team leadership within a SaaS environment. Feedonomics offers a remote-first work setup, competitive pay, unlimited PTO (or up to three weeks for hourly employees), comprehensive benefits, and opportunities for professional development.

Requirements

• 3 years of leadership experience, directly managing technical teams
• 3 years of experience in eCommerce data feed management, preferably within Marketplace platforms such as Amazon, Walmart, and Target+
• 3 years of client escalation management experience
• 3 years technical experience in data feed management, Saas platforms or eCommerce
• Strong ability to build, motivate, and develop high-performing technical teams, driving them to exceed expectations
• Excellent relationship management, organizational, and project management skills
• Ability to thrive in a fast-paced environment, effectively managing multiple priorities
• Strong business acumen and a growth-oriented mindset

Responsibilities

• Provide people and process leadership for the Marketplace Enterprise Feed Managers by being accountable for monitoring KPIs and performance to ensure the team is meeting operational goals and client expectations
• Facilitate team meetings and conduct one-on-one sessions with employees, fostering a supportive team environment. Ensure the overall well-being and cohesion of the team
• Communicate effectively internally and externally, ensuring accurate and timely responses
• Partner with other Marketplace Managers and Solutionists to troubleshoot complex problems and provide sustainable solutions for our clients
• Ensure team processes and platform best practices are followed and are most efficient
• Create root cause analysis documentation to perform root-cause analysis on client escalations, then extract learning opportunities to improve the quality of service
• Routinely review live product and order integrations to ensure high-quality performance, resolve platform issues & marketplace errors, identify opportunities for optimization or other improvements to feeds
• Day-to-day cross-collaboration with Product as an Operations liaison that can communicate project needs back to the broader Operations team and disseminate work appropriately
• Ensure client support is continuously available by managing a portion of on-call weekend shifts and taking on urgent requests when needed
• Participate in Strategic Business Reviews in partnership with Sales to facilitate revenue growth from existing client base

Preferred Qualifications

Bachelor’s degree in Business Management, Computer Science, or Marketing preferred or equivalent work experience

Benefits

• Remote work set-up
• Competitive pay
• Unlimited PTO for salaried positions and up to three weeks for hourly employees
• Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
• 401K retirement plans with company match
• Family benefits, such as parental leave, transition benefit for new parents, newborn sick leave, adoption assistance, pet insurance and more
• Internal Feedonomics skill certifications
• Virtual and in-person team events
• FeedoFUNds, a dedicated budget to foster and build relationships across the company for team events
• Employee Resource Groups (ERG)
• Referral bonus program