Director - Marketplace Operations

Best Buy•Richfield, MN

43d•$118,779 - $212,109•Hybrid

About The Position

As the Director of Marketplace Operations, you will play a pivotal role in shaping strategy, driving growth, and enhancing operational efficiency across Best Buy's Marketplace. This leadership position requires deep expertise in retail, eCommerce, and marketplace dynamics, with oversight of key functions including go-to-market seller engagement, platform strategy, and seller quality assurance and support. You'll collaborate closely with cross-functional partners from Category Management, Item Setup, Product & Technology, Site Experience, and Operations to deliver seamless seller and customer experiences that fuel growth. Success in this role demands strategic vision, strong technical and analytical capabilities, and a process-oriented mindset to lead the team and deliver impactful outcomes. This role is hybrid, which means you will work some days at our corporate office in Richfield, Minnesota, and some days virtually from home or another non-Best Buy location. The specific work arrangements vary by role and team. The recruiter or hiring manager will provide more details during the hiring process.

Requirements

10 or more years of experience in retail/supply chain operations, eCommerce, or Marketplaces
5 or more years of experience leading teams dedicated to operational excellence and strategic roadmap planning
5 or more years of experience in customer/vendor support
5 or more years of direct people management skills

Nice To Haves

eCommerce expertise: Strong understanding of e-commerce platforms, with prior Marketplace experience strongly preferred
3 or more years of experience leading strategic tech initiatives from inception to value realization
3 or more years of experience working with technical teams
Demonstrated ability to work and influence cross-functional teams to drive positive business outcomes
Analytical and process-oriented, comfortable making data-driven decisions

Responsibilities

Lead a team of Associates responsible for monitoring seller quality and performance KPIs, with a focus on enhancing customer trust and fostering a fair, transparent marketplace. Collaborate cross-functionally with Risk, Payments, and Returns teams to optimize the post-transaction seller experience.
Partner closely with the Best Buy Customer Care organization to refine and implement strategies that deliver best-in-class customer support.
Define and execute the strategy for Marketplace seller support, building a scalable model that addresses seller challenges through training, platform enhancements, and robust self-service resources.
Develop and continuously evolve the Marketplace platform roadmap, with a focus on pre-transaction, discovery, and post-transaction experiences. Collaborate closely with Product & Technology teams-including Mirakl-to build capabilities that drive growth and enhance operational efficiency.
Partner with the onboarding team to streamline and simplify item setup processes, accelerating speed-to-value for new sellers.
Oversee the Marketplace delivery promise and post-transaction experience, working cross-functionally with sellers, Supply Chain, and Store Operations to sharpen delivery expectations and improve the returns experience for both customers and sellers.
Lead the partnership with Store Operations, leveraging Best Buy's ~900 stores and thousands of Blue Shirt Associates to champion Marketplace initiatives and elevate in-store experiences (e.g., employee selling app, physical Marketplace presence).
Define the vision and strategic approach for Best Buy's seller engagement, focused on driving awareness and adoption of key capabilities such as Ads, Deals, Analytics, and Shipping Tools.
Oversee all aspects of seller communication and lifecycle marketing, including webinars, newsletters, help content, and events.
Collaborate with internal research teams to establish a Voice-of-the-Seller program that captures feedback and translates it into actionable improvements to enhance the seller experience on Best Buy Marketplace.