Marketplace Experience Operations Manager

Crocs, Inc. • Westwood, MA

22h • $110,000 - $120,000 • Hybrid

About The Position

At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold. You’re encouraged to break it and create something better.
 OverviewThe Marketplace Experience Operations Manager will report to the Director of DTC Operations and support social selling (TikTok Shops) and marketplace (Amazon, eBay, Target) operations. This key role will support and develop the processes needed to operate marketplaces as a mature and stable sales channel. They will partner with commercial and technical vendors to ensure the health and durability of those businesses, which are a key component of our financial growth. 

Requirements

• Bachelor’s degree or equivalent in Business, Marketing, Information Technology, Computer Science, or related field.
• 8+ years of digital product, ecommerce, or technology experience.
• Experience with or strong understanding of ecommerce and marketplace sales concepts and environments.
• Strong communication skills and ability to partner with others.
• Strong analytical skills with the ability to proactively identify patterns, resolve complex issues, and make data-driven decisions that optimize business performance.
• Exhibit a strong sense of curiosity by actively seeking out new knowledge, rapidly adapting to emerging technologies, and thoroughly investigating ambiguous or uncertain situations to uncover actionable insights.
• Embrace change by swiftly adjusting to evolving business needs, implementing innovative practices, and championing new approaches to drive organizational growth and support a dynamic marketplace environment.

Responsibilities

• Ensure critical functions are performed to support marketplaces, communicating and addressing gaps.
• Use hands-on experience to derive and share insight and improvement opportunities with partners.
• Document key flows and processes, updating when there are changes in platforms or partners.
• Share insights with partners - via 1:1 meetings, written communication or documentation.
• Monitor SLAs and performance KPIs to ensure healthy performance, helping triage and resolve issues.
• Create reporting and analysis to describe the operations performance of the teams and business.
• Engage with marketplace vendors to stay aware of platform and policy changes.
• Stay current on changes in seller interfaces, policies and opportunities for each marketplace that will impact how we execute our business.
• Understand inventory and order flow systems and processes that integrate into marketplaces.
• Work cross functionally to address issues when there is no clear owner or process in place.

Benefits

• This position is eligible to participate in a company incentive program.
• This position is eligible for company benefits including but not limited to medical, dental, and vision coverage, life and AD&D, short and long-term disability coverage, paid time off, employee assistance, participation in a 401k program that includes company match, and many other additional voluntary benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager