Manager, Marketplace Operations

Plug Technologies•Los Angeles, CA

1d•Onsite

About The Position

Plug is hiring a Manager, Marketplace Operations to lead and scale the function responsible for each vehicle’s end-to-end journey through its marketplace, from commercial intake and listing through payment, title, and delivery. The role focuses on increasing transaction speed and accuracy while lowering cost per vehicle as volume grows. The manager will lead a lean, data-informed, increasingly automated team and partner with Finance, Customer Experience, Product, Engineering, and Program Management to keep transactions moving and remove blockers. The position is a player-coach role overseeing function owners across Title, Payments, Listings, Logistics, and Commercial. The manager will establish the team’s operating rhythm, handle escalations, develop employees, and build AI-enabled workflows, playbooks, and standard operating procedures. The role is based in person at Plug’s Sawtelle office in Los Angeles; the posting notes a 30-day remote-work-from-anywhere policy but otherwise describes the position as in-person.

Requirements

At least 7 years of experience in operations.
Experience scaling marketplace operations through rapid growth, ideally at a high-growth startup, and building processes that remain effective as volume increases.
A player-coach mindset and willingness to perform operational work when needed.
Hands-on experience using AI tools and automation to scale operations, rather than relying only on adding headcount.
Strong command of operational metrics and a track record of improving turnaround time, speed, and accuracy.
Experience building processes, writing SOPs, identifying bottlenecks, and addressing root causes.

Nice To Haves

Experience scaling marketplace operations at a high-growth startup.

Responsibilities

Own the daily operating rhythm across Title, Payments, Listings, Logistics, and Commercial, ensuring deals close cleanly, payments reconcile, and vehicles move on time.
Serve as the escalation point for stuck deals, missed pickups, title rejections, and payment exceptions; use data and AI tools to identify issues early and clear blockers.
Coordinate handoffs between functions, including intake to listing, pickup to delivery, and payment to title.
Directly manage function owners across Title, Payments, Listings, Logistics, and Commercial; set goals, conduct 1:1s, and provide developmental feedback.
Step in to perform operational work when the team is at capacity or a team member is absent.
Build a team culture that uses AI as a default starting point and helps team members automate repetitive work.
Create onboarding playbooks and SOPs that incorporate AI tools into workflows.
Drive operational metrics, including title turnaround and rejection rate, payment or collection time and accuracy, pickup SLA, on-time delivery, and inventory turn time.
Ensure vehicles are listed accurately and efficiently on auction, with complete, high-quality listings published on time.
Partner with Product and Engineering to identify, build, and launch AI and automation for processes such as reconciliation, DMV paperwork, dispatch, and listing quality control.
Work with Finance, Customer Experience, and Program Management to surface trends in the WBR, identify root causes, and implement fixes.