Director, Marketplace Operations
RemoteMexico City, Mexico City, Mexico or Bogotá, Bogota D.C., Colombia
Job Summary
Design and operate the core marketplace workflow from demand forecast to supply check, coverage gap, pricing intervention, route assignment, contributor acceptance, completion, validation, and payment. Build the operating cadence and metrics for marketplace performance across supply drive acquisition, engagement, and retention while meeting enterprise-level demands for coverage, reliability, and unit economics. Own the operating logic for bonuses, dynamic pricing, route economics, activation incentives, completion incentives, weather interventions, and geography premiums to shape contributor behavior. Partner with Product and Engineering on the dispatch engine, route execution, contributor app experience, payment tracking, claims, exception handling, and live marketplace dashboards. Build repeatable playbooks for public network, managed network, and supplier-led execution to identify risk, intervene when coverage is off-track, and close routes with confidence. Improve the contributor journey from available work to acceptance, collection, submission, feedback, incentive tracking, and payment visibility. Lead the transition from legacy methods to the marketplace while defining product requirements for Strike Team-003 to optimize data collection performance across Latin America, Africa, and emerging markets.
Required Qualifications
- Established Online/Offline Marketplace Experience: Demonstrated experience operating, improving, or scaling a marketplace business where independent gig economy workers accept and complete paid work through a mobile platform.
- Supply-Demand Marketplace Mechanics: Deep understanding of how two-sided marketplaces balance demand and supply across geographies, time windows, worker availability, pricing, incentives, acceptance, completion, reliability, and cost.
- Dispatch and Acceptance Systems: Experience with marketplace models where work is offered, accepted, routed, batched, sequenced, or dynamically allocated to a distributed worker base.
- Worker Behavior and Incentive Design: Strong instincts for how gig workers make decisions: what makes them accept or reject work, how earnings visibility changes behavior, how trust affects retention, when incentives work, when they do not, and how timing, geography, friction, and communication affect completion.
- Marketplace Performance Ownership: Experience owning operational metrics such as supply availability, demand coverage, acceptance rate, completion rate, fulfillment rate, worker productivity, reliability, retention, incentive efficiency, cost per completed unit, and marketplace contribution margin.
- Analytical Operating Muscle: Ability to diagnose marketplace performance using data, not anecdotes.
- Product Partnership: Experience working with Product and Engineering teams (particularly Strike Team-003) to turn marketplace operations problems into clear product requirements, workflow definitions, user stories, dashboards, control panels, and implementation priorities.
- Execution Under Ambiguity: Ability to build while operating.
- Communication and Leadership: Ability to communicate at Director level with Operations, Product, Engineering, Finance, Marketing, and regional teams.
- Must be based in Cape Town, Mexico City, or Bogotá.
Desired Qualifications
- Fluency in SQL to configure robust a/b may be required.
- Ops experience at a high-scale consumer online/offline marketplace where independent workers complete paid work through a mobile app.
- Experience operating marketplaces across multiple cities, countries, or regions.
- Experience with marketplace operations in Latin America, Africa, Southeast Asia, or other emerging markets.
- Experience working on dispatch, batching, routing, assignment, supply-demand balancing, pricing, bonuses, surge, incentives, or worker activation.
- Experience improving downstream marketplace outcomes such as accepted work, completed work, reliable supply, active worker retention, earnings efficiency, and cost per completed unit.
- Experience working with mobile app product teams on worker-facing functionality, including work offers, acceptance flows, earnings visibility, task or route instructions, issue reporting, payment tracking, and support workflows.
- Experience building marketplace control rooms, city-level operating cadences, intervention playbooks, or performance dashboards.
- Experience using SQL, BI tools, analytics platforms, or marketplace reporting infrastructure is a plus, but not required.
- Experience with field data collection, retail audits, CPG, market measurement, census work, invoice collection, or market research is useful context, but not a substitute for gig marketplace experience.
- Strong interest in mobile technology, distributed workforces, emerging markets, operational data, and building systems that create greater transparency in the world.
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