Director, Strategy & Operations - Service Delivery

Whatnot•Los Angeles, CA

19d•Hybrid

About The Position

Whatnot is the largest live shopping platform in North America and Europe to buy, sell, and discover the things you love. We’re re-defining e-commerce by blending community, shopping, and entertainment into a community just for you. As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together. From fashion, beauty, and electronics to collectibles like trading cards, comic books, and even live plants, our live auctions have something for everyone. And we’re just getting started! As one of the fastest growing marketplaces, we’re looking for bold, forward-thinking problem solvers across all functional areas. Develop and execute commerce and operations strategies that support Whatnot’s growth across post-purchase operations, with a focus on scaling our Vendor footprint for customer experience and Trust & Risk–related issues Apply strong analytical rigor to operational and commerce data, surfacing insights that inform initiatives to improve quality, speed, and scalability across the Operations team Lead and set the strategy for Whatnot’s Operations vendor framework, deploying managers and specialists to drive outcomes, set priorities, guide execution, and ensure high-quality delivery for Whatnot’s users Define and track vendor KPIs, monitor quality and SLAs, and drive continuous performance improvement across partner sites Lead strategic sourcing efforts to expand vendor coverage across new capabilities or geographies in support of business growth and continuity Build scalable systems and processes that allow Customer Experience and Trust & Risk support teams to expand quickly while maintaining high-quality support for Whatnot’s users Partner cross-functionally with Product, Engineering, and other stakeholders to translate insights from user interactions into initiatives that support scale and improved outcomes Team members in this role are required to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.

Requirements

12+ years of experience across strategy, operations, or general management roles (e.g., consulting, operations, finance, GM)
Proven experience operating in high-growth scaling environments, with a strong track record of driving operational improvement and building and leading high performing teams
Strong strategic and analytical judgment, with the ability to synthesize data, metrics, and qualitative insights into clear recommendations and decisions
Experience leading large, cross-functional initiatives and managing complex, multi-threaded projects end to end
Proven ability to work with external partners or vendors in scaled, global operating models
Exceptional leadership skills, with experience setting direction, guiding execution, and driving accountability across teams
Ability to manage shifting priorities while maintaining structure, focus, and operational rigor
Proficiency in data analysis and reporting tools; experience with SQL and analytics platforms (e.g., Looker, Sigma, Hex)

Responsibilities

Develop and execute commerce and operations strategies that support Whatnot’s growth across post-purchase operations, with a focus on scaling our Vendor footprint for customer experience and Trust & Risk–related issues
Apply strong analytical rigor to operational and commerce data, surfacing insights that inform initiatives to improve quality, speed, and scalability across the Operations team
Lead and set the strategy for Whatnot’s Operations vendor framework, deploying managers and specialists to drive outcomes, set priorities, guide execution, and ensure high-quality delivery for Whatnot’s users
Define and track vendor KPIs, monitor quality and SLAs, and drive continuous performance improvement across partner sites
Lead strategic sourcing efforts to expand vendor coverage across new capabilities or geographies in support of business growth and continuity
Build scalable systems and processes that allow Customer Experience and Trust & Risk support teams to expand quickly while maintaining high-quality support for Whatnot’s users
Partner cross-functionally with Product, Engineering, and other stakeholders to translate insights from user interactions into initiatives that support scale and improved outcomes

Benefits

Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
Health Insurance options including Medical, Dental, Vision
Work From Home Support
Home office setup allowance
Monthly allowance for cell phone and internet
Care benefits
Monthly allowance for wellness
Annual allowance towards Childcare
Lifetime benefit for family planning, such as adoption or fertility expenses
Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
Monthly allowance to dogfood the app
Parental Leave
16 weeks of paid parental leave + one month gradual return to work company leave allowances run concurrently with country leave requirements which take precedence.