Manager, Marketplace Implementation

BigCommerce•Austin, TX

1d•Hybrid

About The Position

The Manager of Marketplace Implementation plays a key role within our Marketplace Services organization. This individual is responsible for leading the Marketplace Implementation team and overseeing the successful onboarding and launch of enterprise clients across supported eCommerce marketplaces. This role will manage people, processes, and implementation performance while ensuring clients receive a consistent, high-quality onboarding experience. The Manager will work closely with Marketplace leadership and cross-functional teams to manage client priorities, resolve escalations, improve onboarding processes, and ensure contractual service levels and implementation timelines are achieved. Strong marketplace knowledge, people leadership, operational management, and client relationship skills are essential for success in this role.

Requirements

5+ years of experience in marketplace implementation, marketplace feed management, eCommerce operations, account management, or a related discipline.
3+ years of direct people leadership, team leadership, or demonstrated experience coaching and developing employees.
Experience managing enterprise client onboarding, implementations, and escalations.
Hands-on experience with major U.S. eCommerce marketplaces and their onboarding, catalog, product feed, and integration requirements.
Strong understanding of product data feeds, marketplace integrations, and eCommerce operations.
Experience managing team capacity, client deadlines, SLAs, and multiple concurrent implementations.
Demonstrated ability to identify operational trends, solve complex problems, and implement scalable process improvements.
Strong cross-functional collaboration skills with experience partnering with client-facing, technical, product, and operational teams.
Excellent written and verbal communication skills with the ability to communicate effectively with clients, team members, and senior leadership.
Strong client-centric mindset with demonstrated ability to balance client needs, team capacity, and business priorities.
BA/BS degree in STEM or equivalent work experience.

Nice To Haves

Experience with Feedonomics and/or FeedAMP preferred.
Excel, HTML, SQL, API, or related technical experience preferred.

Responsibilities

Lead, coach, and develop Marketplace Implementation Managers, fostering team growth, accountability, operational excellence, and client success.
Oversee the end-to-end Marketplace onboarding and implementation process, ensuring enterprise clients are launched successfully and within established timelines and SLAs.
Manage team capacity and implementation assignments based on client complexity, team expertise, workload, and business priorities.
Serve as a primary escalation point for all complex client onboarding, implementation, and platform-related issues.
Monitor implementation performance, client deadlines, onboarding volume, and SLA attainment to proactively identify risks and address potential delays.
Partner with Marketplace leadership, Sales Engineers, Sales to communicate implementation performance, capacity constraints, client risks, and opportunities for operational improvement.
Develop, maintain, and continuously improve Marketplace onboarding processes, documentation, best practices, and standard operating procedures.
Analyze trends across client requests, implementation challenges, and escalations to identify root causes and implement scalable solutions.
Identify platform or technical issues impacting client implementations and partner with Product, Engineering, Support, and other stakeholders to drive resolution.
Collaborate with Customer Success and other client-facing teams to ensure alignment throughout the client onboarding journey and provide a seamless transition following implementation.
Lead team enablement and training for new marketplace integrations, platform capabilities, processes, and marketplace requirements.
Manage onboarding and training for new team members, ensuring consistent knowledge, expectations, and readiness to support enterprise clients.
Maintain strong knowledge of Feedonomics, FeedAMP, marketplace integrations, product feeds, and major eCommerce marketplace requirements.
Provide ongoing feedback to Marketplace leadership regarding team needs, tooling, training, process improvements, and opportunities to increase operational efficiency.
Oversee team performance against contractual service delivery expectations and Marketplace implementation KPIs.