Head of Marketplace Experience

About the role

Strategic Matrix Leadership Local-to-Regional Bridge: Act as the primary liaison between PH operations and regional leadership to ensure global strategies are localized effectively. Stakeholder Management: Foster trust with local stakeholders and regional senior leaders to align operational improvements with broader business goals. Strategic Translation: Translate regional marketplace product roadmaps into executable plans tailored to the unique PH vendor and customer landscape End-to-End Vendor & Marketplace Operations Lifecycle Ownership: Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the PH marketplace. Onboarding & Incubation: Ensure all vendor onboarding and incubation operational targets meet high standards of quality, implementing course corrections as needed. Friction Reduction: Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction. Support Experience & CX Innovation Multi-Stakeholder Focus: Optimize the experience for vendors, customers, and riders, ensuring a frictionless delivery chain. Support Strategy: Own the entire support experience, from design to execution, including footprint and channel strategy. Roadmap Prioritization: Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven manner. Voice of the Customer: Champion the "Voice of the Customer" to influence policies that meet both local PH and regional needs Accountability for Metrics & KPIs Service Operations: Maintain full accountability for contact rate, cost per contact, and automation rates. Performance Monitoring: Drive line-of-business performance and all customer satisfaction-related KPIs (NPS/CSAT). Operational Rigor: Use data visualization and analytics to monitor complex KPIs and drive data-driven decision-making Team Management (7+) Direct People Leadership: Manage, mentor, and develop a team of marketplace managers and specialists. Performance Excellence: Ensure all ground-level teams consistently meet or exceed productivity benchmarks and output goals. Quality Assurance: Maintain a rigorous focus on "right quality" standards, implementing real-time training and course corrections. Resource Optimization: Strategically align team efforts with local PH requirements and regional needs to ensure efficient resource allocation Experienced Leader: 7+ years of experience in high-growth tech, e-commerce, or Q-commerce (Quick Commerce) environments. Matrix Organization Proficiency: Proven ability to navigate a matrixed organization, juggling local requirements with central strategies. Analytical Rigor: Data-driven innovator skilled at managing complex KPIs and holding a high bar for quality. Operational Excellence: Experience managing teams and a track record of driving meaningful change through cross-functional collaboration. Thrives in Speed: Comfortable in a fast-paced environment with the ability to lead transformative support strategies

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