Marketplace Operations Director / Seller Experience Lead / Marketplace Quality Analyst

The Marketplace Operations Director / Seller Experience Lead / Marketplace Quality Analyst leads the operational performance, seller experience, and quality standards of an online marketplace. This role ensures that sellers can onboard, list, manage, fulfil, and grow successfully while customers receive accurate product information, reliable service, and a trusted buying experience.

The position works closely with Seller Support, E-commerce, Product, Technology, Payments, Trust and Safety, Customer Service, Marketing, Logistics, Finance, and data teams. Responsibilities include developing marketplace operating procedures, improving seller journeys, monitoring listing and catalogue quality, resolving operational issues, managing performance metrics, supporting policy compliance, and identifying opportunities to improve seller activation, retention, fulfilment, and revenue growth.

At leadership level, the role establishes marketplace quality frameworks, seller-service standards, performance dashboards, escalation processes, and continuous-improvement programmes. It uses seller feedback, customer insights, operational data, and platform analytics to reduce friction, strengthen trust, improve service quality, and ensure that marketplace operations scale efficiently while meeting commercial, compliance, and customer-experience objectives.

Qualifications

Bachelor's degree in Business, E-commerce, Operations, Supply Chain Management, Marketing, Information Systems, Retail Management, or a related field.

Significant experience in marketplace operations, seller management, e-commerce, merchant experience, platform operations, customer success, or a related role.

Strong understanding of online marketplace models, seller onboarding, product listing, catalogue management, order fulfilment, payments, returns, and customer service.

Experience developing seller journeys, support processes, operational policies, service standards, and escalation workflows.

Ability to analyse seller performance, listing quality, customer feedback, fulfilment metrics, revenue trends, and platform-operational data.

Experience identifying and resolving issues related to product listings, catalogue accuracy, pricing, inventory availability, order processing, delivery, returns, or seller compliance.

Knowledge of marketplace quality assurance, content standards, seller verification, fraud prevention, trust and safety, and policy-enforcement processes.

Familiarity with e-commerce platforms, seller portals, CRM tools, case-management systems, order-management systems, and marketplace analytics tools.

Experience using Excel, SQL, Power BI, Tableau, Looker, or similar reporting and business-intelligence tools is advantageous.

Ability to define and monitor key performance indicators, including seller activation, seller retention, listing quality, service levels, order-defect rate, fulfilment performance, and customer satisfaction.

Experience working cross-functionally with Product, Technology, Payments, Logistics, Marketing, Finance, Customer Service, and Risk teams.

Ability to manage complex seller escalations, sensitive cases, service-recovery plans, and stakeholder communication professionally.

Experience leading operational improvement, process redesign, automation, policy updates, or marketplace-scaling initiatives.

Strong leadership, stakeholder-management, communication, analytical, problem-solving, and project-management skills.

Experience in retail marketplaces, B2B platforms, food delivery, travel, mobility, classifieds, fintech, or another multi-sided platform environment is an advantage.

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