Senior Manager, Operations - Marketplace Seller Performance

• Lead a team of supervisors/team leaders and their associates who handle inbound and outbound interactions related to seller performance issues, policy actions, and seller performance escalations
• Ensure timely, accurate, and empathetic support that reinforces policy adherence while enabling sellers to operate successfully
• Monitor real-time performance across call queues and case-based workflows, adjusting resources as needed for service-level adherence
• Partner with Workforce Management (WFM) and capacity planning teams to align staffing with forecasted demand and operational goals
• Execute and reinforce operational processes, tools, and controls that support high-quality outcomes across diverse seller performance workflows
• Promote consistency in policy interpretation and application to ensure reliable, customer-centered decision-making
• Identify operational gaps and recommend enhancements that improve accuracy, efficiency, and scalability
• Stay current on Marketplace seller performance trends, identifying patterns and raising emerging issues that may influence policy, tooling, or operational procedures
• Collaborate with analytics, product, policy, and compliance partners to share insights and support continuous improvement
• Coach and develop front-line leaders to elevate performance, operational excellence, and engagement across the team
• Foster a collaborative, accountable, and growth-oriented environment where associates understand expectations and feel supported in their development
• Provide clear and concise updates on operational performance, seller behavior patterns, emerging issues, and process challenges to leadership and cross-functional partners
• Support compliance, audit, and quality teams by closing feedback loops and ensuring operational alignment with standards
• Participate in evaluating and optimizing operational workflows, tools, and methodologies
• Stay informed about leading practices in seller performance management, customer service operations, risk techniques (where relevant), and operational scaling to support incremental improvements and technology adoption

Bachelor’s degree in Business Administration, Engineering, Operations , or related field and 3 years’ experience in operations, project management, or related area OR 5 years’ experience in operations, project management, or related area. 1 year’s supervisory experience.

• Leadership of cross-functional task forces or projects
• Masters: Operations Management
• Project Management - Project Management Professional - Certification

• Medical, vision and dental coverage
• 401(k), stock purchase and company-paid life insurance
• PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting
• short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement
• Live Better U education benefit program
• annual or quarterly performance bonuses
• stock