Director of Marketplace Operations

Marketplace Operations is a critical part of the company’s operational heartbeat. This role owns every operational touchpoint with the merchants we do business with from onboarding and product creation/moderation to day-to-day operational support and long-term success on the platform. The Director of Marketplace Operations is accountable for the end-to-end merchant operational lifecycle, ensuring merchants are operationally enabled, supported at scale and positioned to grow over time. This includes ownership of Merchant Support, Product Build / Backend Enablement and the systems and processes that allow merchants to operate effectively within the marketplace. This is a hands-on, systems-oriented leadership role that balances day-to-day operational excellence with longer-term strategy, tooling, and AI-driven transformation. The Director ensures SLA performance, drives high-quality merchant communication, represents the merchant voice cross-functionally, and builds scalable processes that prevent issues before they occur. This role reports to the VP of Customer & Merchant Experience and serves as a senior operational leader, owning complexity, anticipating risk, and enabling the organization to scale merchant success sustainably.