Director of Marketplace

Home365•Las Vegas, NV

3d•Onsite

About The Position

We are seeking a highly operational and strategic Director of Marketplace to lead and scale our national field operations, vendor network, and maintenance coordination functions. This leader will oversee the performance, growth, and operational execution of our Marketplace division, including Regional Marketplace Managers, Maintenance Coordinators, Vendor Relations, and Field Agent operations. The Director of Marketplace will be responsible for driving SLA performance, vendor quality, project completion efficiency, field coverage expansion, and customer experience across our portfolio. This role requires a strong operator who thrives in fast-paced environments, can build scalable systems, and is passionate about accountability, operational excellence, and process optimization. We are interested in candidates open to working in our Las Vegas, NV office.

Requirements

5+ years of leadership experience in operations, marketplace management, property management, field operations, logistics, or vendor management
Experience leading distributed teams in high-volume operational environments
Strong understanding of SLA management, vendor performance, and operational KPIs
Proven success building scalable operational systems and processes
Exceptional organizational, communication, and problem-solving skills
Ability to manage competing priorities in a fast-paced environment

Nice To Haves

Property management or PropTech experience
Marketplace operations (Uber, DoorDash, Angi, Thumbtack-style environments)
Vendor network management
Maintenance coordination or field services
Multi-market operational leadership
Process automation and workflow optimization

Responsibilities

Lead the overall Marketplace department strategy, operations, and performance
Oversee Maintenance Coordination, Vendor Relations, and Field Operations teams
Build scalable workflows, SOPs, escalation paths, and operational controls
Ensure timely execution of maintenance projects, inspections, turnovers, and field tasks
Partner cross-functionally with Leasing, Customer Success, Business Operations, and Product teams
Develop and scale a high-performing national vendor and field agent network
Ensure adequate market coverage across all operating regions
Monitor vendor performance, quality, responsiveness, and SLA adherence
Implement vendor scorecards, accountability measures, and escalation procedures
Drive recruitment initiatives for service pros and field agents in underserved markets
Own departmental KPIs and operational reporting, including: Project SLA Breaching Rate, Average Project Completion Time, Maintenance Loss Ratio, Vendor Response Time, Quality Assurance Scores, Backlog Aging, Field Coverage Metrics, Task Completion Rates
Develop action plans for underperforming markets, vendors, or team members
Lead weekly operational reviews and deep-dive performance meetings
Manage and develop Marketplace leadership and support teams
Coach managers on performance management, accountability, and operational execution
Build a culture focused on urgency, ownership, communication, and customer experience
Assist with hiring, onboarding, training, and workforce planning
Identify operational inefficiencies and implement scalable solutions
Improve automation, task routing, communication workflows, and reporting visibility
Collaborate with Product and Engineering teams to improve platform functionality and operational tooling
Standardize best practices across markets and teams