Director, Marketplace Experience

The Director, Marketplace Experience and Operations role is a critical position within AppDirect, responsible for the success of their online marketplace. This role involves overseeing the day-to-day user experience, from back-end maintenance to front-end design and content. The main focus is on ensuring the accuracy of product descriptions, pricing, and overall catalog experience. The Director will collaborate with various teams, including Marketing, Engineering, and IT, to optimize the marketplace and drive online sales growth. Additionally, they will lead a team and identify new revenue opportunities through research and analysis.

• Develop strategic recommendations for online sales growth (conversion, acquisition, retention) of both advisor-enabled and direct online sales
• Directly supervise employees in the Catalog Management, Marketplace Experience and Marketplace Operations teams, and actively collaborate with Marketing, Engineering, IT, the Advisor team and the various sales teams
• Optimize the marketplace user experience leveraging e-commerce best practices, working on all levels of content on the marketplace, with a focus on the overall catalog experience, product descriptions, product hierarchy (products, editions, pricing plans, etc.) and pricing accuracy
• Collaborate closely with the Provider Management team, which defines long-term and strategic partnership with vendors, and product strategies
• Continuously optimize the buying process on the marketplace - understand how customers and advisors search, filter, compare and analyze products and pages in the marketplace to provide the most intuitive experience from discovery to closing of the transaction
• Ensure stable day-to-day operations of the marketplace, addressing bugs swiftly, and investing in proactive maintenance to ensure a healthy technology environment
• Collaborate with the Engineering & Product Management team to track upcoming features, help prioritize improvements, and perform UAT (User Acceptance Tests) when new functionality becomes available
• Collaborate with the fulfillment team to ensure products listed in the marketplace can easily be fulfilled and supported
• Build and edit dashboards to track operational metrics for the marketplace with a focus on user adoption growth and revenue growth
• Lead the existing team and build a vision for continued improvement of the marketplace; refine existing roles and define new ones as appropriate to deliver expected business results
• Serve as a thought leader, identifying new revenue opportunities through research, business unit feedback and analysis of sales performance

• 10+ years of e-commerce leadership experience
• Proven success in developing strategic recommendations for online sales growth
• Experience in optimizing marketplace user experience using e-commerce best practices
• Ability to collaborate with various teams such as Marketing, Engineering, IT, and sales teams
• Strong understanding of product descriptions, pricing accuracy, and catalog management
• Knowledge of how customers and advisors search, filter, compare, and analyze products in a marketplace
• Ability to ensure stable day-to-day operations of the marketplace and address bugs swiftly
• Experience in collaborating with Engineering and Product Management teams for new feature implementation
• Familiarity with fulfillment processes and ensuring products can be easily fulfilled and supported
• Ability to track operational metrics for the marketplace and focus on user adoption and revenue growth
• Strong leadership skills and ability to refine existing roles and define new ones as needed
• Ability to identify new revenue opportunities through research and analysis of sales performance.

• Collaborate with the Engineering & Product Management team
• Track upcoming features and prioritize improvements
• Perform User Acceptance Tests (UAT) for new functionality
• Collaborate with the fulfillment team to ensure easy product fulfillment and support
• Build and edit dashboards to track operational metrics for the marketplace
• Focus on user adoption growth and revenue growth
• Lead the existing team and build a vision for marketplace improvement
• Refine existing roles and define new ones as needed
• Serve as a thought leader and identify new revenue opportunities
• 10+ years of e-commerce leadership experience
• Proven success in growing an online business
• Understanding of web development and SEO
• Experience with technology solutions and subscription products is an asset
• Bachelor's degree in administration or a technology-related field
• Demonstrated leadership skills
• Experience managing a multidisciplinary team
• Passionate about user experience, efficient processes, e-commerce, and data
• Ability to deliver unique and engaging user experiences
• Strong problem-solving and creative skills
• Excellent oral and written communication skills (English, French)
• Ability to establish and maintain strong interpersonal relationships
• Inclusive and diverse work environment
• Respect for individual uniqueness
• Encouragement of applications from diverse communities
• Privacy policy for handling personal data