Job Description

About the Role

We are seeking a Director of Marketplace Operations & Growth to lead our Marketplace organization across multiple brands. This team is responsible for how we sell, list, and grow across every marketplace channel we operate on, and for scaling our footprint to new marketplaces as we expand.

This function is currently divided among three groups:

• A Technical Marketplace Manager who oversees day-to-day operations, including marketplace relationships, technical integrations, and posting/listing rates.
• A Business Manager, who drives sales growth through ad spend, kitting, and value-add merchandising, supported by two direct reports.
• A team of six handling execution-level tasks such as data entry, case management, and troubleshooting to keep SKUs live and compliant.

This role encompasses oversight of all three groups. You will be responsible for setting the marketplace strategy, holding each team accountable to clear metrics, resolving technical issues that impede progress, and identifying investment opportunities to drive growth. You should be comfortable discussing strategic marketplace launches as well as technical conversations regarding feed synchronization issues.

What You’ll Own

Strategy & Growth

• Set and execute the annual budget for Revenue & Net Profit across all marketplaces and brands.
• Determine where to invest within each marketplace and identify new marketplaces for launch.
• Establish net profit targets and shipping rules to enhance both sales and profitability.
• Identify and assess new growth opportunities across marketplaces, categories, and SKUs.
• Build data-driven business cases for major investment decisions, emphasizing analytical rigor.

Team Leadership & Accountability

• Manage and hold accountable the Technical Marketplace Manager, the Business Manager, and the operations/data entry team.
• Set clear goals, KPIs, and SLAs for each function and regularly review performance.
• Resolve cross-team bottlenecks, such as technical issues that hinder sales initiatives or operational capacity limitations affecting SKU growth.
• Act as the escalation point for teams encountering dead ends, diagnosing root causes and determining the path forward.

Marketplace Relationships & Compliance

• Oversee marketplace relationship management and high-level negotiations regarding rates, terms, and program access.
• Ensure all marketplaces maintain healthy account ratings and consistently meet SLAs.
• Keep the team informed about and compliant with each marketplace’s specific listing rules and requirements.

Technical Oversight

• Collaborate with the Technical Marketplace Manager on integration issues, channel engine configuration, and feed/posting problems at a strategic level.
• Ensure integrations scale effectively as new marketplaces and SKU volumes are added.

Sales & Catalog Growth

• Drive initiatives to maximize the number of SKUs live and sellable across all marketplaces.
• Oversee ad spend strategy and effectiveness, executed by the Business Manager’s team.
• Manage kitting and value-add merchandising strategies to enhance margin and sell-through.
• Ensure compliance with shipping method rules and internal policies (NP rules) while continually refining them.

Private Brands

• Drive growth of our private brand portfolio by deepening presence in existing categories and expanding into new ones.
• Identify opportunities for new private brand products/lines based on marketplace and category performance data.
• Ensure private brand SKUs receive the same level of attention regarding listing quality, compliance, and sell-through as the rest of the catalog.

Cross-Functional Collaboration

• Work closely with Merchandising on category strategy, private brand expansion, and product assortment decisions.
• Collaborate with Customer Service to ensure marketplace policies, returns, and SLAs support an excellent customer experience.
• Partner with IT on integrations, channel engine capabilities, and the technical roadmap to facilitate marketplace growth.

What We’re Looking For

• Proven leadership experience managing managers and cross-functional teams, ideally within eCommerce, marketplace operations, or retail.
• Strong analytical skills with the ability to use data to justify investment decisions, identify underperformance, and prioritize competing initiatives.
• Working technical fluency to effectively collaborate with technical teams on integration/API/feed issues.
• A growth mindset with a history of identifying and acting on new opportunities, beyond merely maintaining existing operations.
• Operational rigor, including experience setting KPIs/SLAs and holding teams accountable.
• Marketplace experience is strongly preferred, with hands-on familiarity with platforms like Amazon Seller, Walmart Marketplace, or eBay.
• Strong problem-solving instincts to diagnose root causes of issues rather than remaining stuck at surface-level problems.
• A background in both the technical/operations side and the sales/growth side of eCommerce.

Success Metrics for This Role

• SKU count live and in good standing across all marketplaces.
• Marketplace account health scores and SLA compliance rates.
• Revenue and margin growth by marketplace.
• ROI on ad spend.
• Time-to-resolution on technical/operational blockers.
• Time-to-resolution on data team tasks.
• Successful launches of new marketplaces or major initiatives.