Operations Manager (Marketplace)

Indeed Flex•Austin, TX

4d•$90,000 - $120,000•Hybrid

About The Position

The Operations Manager (Marketplace) shifts the operational focus from frontline task tracking to holistic team performance ownership. This role is fully accountable for driving the throughput, quality, and SLA performance of an operational domain by managing through a tier of Supervisors and Leads. In addition to workforce planning, scheduling, and direct people management, the Operations Manager (Marketplace) acts as a key bridge between frontline execution and technical systems. This role personally owns recurring domain reporting and dashboards by independently writing and validating SQL queries. Leveraging these insights, the Operations Manager actively spots bad data, broken inputs, and repeat operational failure patterns, while partnering with Technical Analysts to refine, shape, and tune AI agent prompts and automated workflows based on real-world operational feedback.

Requirements

Proven experience managing frontline teams through subordinate layers in a high-volume operations or marketplace environment.
Demonstrated ability to convert new processes, playbooks, and software tools into sustained behavioral adoption across frontline teams.
Demonstrated ability to independently write, validate, and execute SQL queries to extract data, build custom domain reports, and manage recurring dashboards in tools like Redash, Looker, or Tableau.
Proven ability to spot bad data, broken inputs, and repeat operational failure patterns, taking named ownership over data quality remediation and empirical root-cause analysis.
Hands-on experience or strong capability in shaping, refining, and tuning automated workflows, system prompts, and AI agent behaviors based on operational feedback and edge cases.
Deep expertise in workforce management, queue balancing, shift scheduling, and strict SLA enforcement.
Highly proficient with modern collaboration, CRM, and BI software suites (e.g., Zendesk/Salesforce, Tableau/Looker/Redash, Slack, Google Workspace).

Responsibilities

Own day-to-day team performance across core operational delivery metrics, including throughput, quality standards, CSAT, and strict SLA compliance.
Oversee total team execution, shift coverage, and capacity scheduling layouts. Dynamically adjust staffing and scheduling to prevent queue backlogs and meet operational cost targets.
Oversee the execution of standardized resolution workflows and procedures to ensure clean, consistent delivery across all shifts.
Direct, coach, and elevate the Supervisor and Lead tier. Instill professional accountability and coach supervisors on performance management techniques so they can run their frontline shifts flawlessly.
Lead organizational change programs on the floor, translating process updates, playbooks, and new software tools into sustained, long-term behavioral change across frontline teams.
Manage performance reviews, 1:1 coaching, and professional growth for supervisors while actively participating in the hiring, onboarding, and training of frontline operations staff.
Personally build and maintain recurring domain reporting infrastructure, executive dashboards, and operational metrics by independently writing and validating SQL queries.
Take direct accountability for data quality monitoring, proactively spotting bad data, broken inputs, or corrupted operational streams to drive immediate remediation.
Synthesize floor logs and system metrics to explicitly detect repeat operational failure patterns and bottlenecks, independently building empirical evidence for escalations up the chain.
Help refine and tune automations, system prompts, automated routing logic, and AI agent behavior based on real-world operational feedback from the floor.
Partner directly with Technical/Operations Analysts to shape automation design, drive continuous process improvement, and elevate internal tool adoption.
Feed frontline operational edge cases, systemic friction, and workflow gaps back into Product, Engineering, and R&D pipelines to systematically reduce manual effort.