Sr. Manager, Seller Operations - Marketplace

Macy's • New York, NY

2d

About The Position

The Sr. Manager, Seller Onboarding & Operations leads the end-to-end seller onboarding function for Macy’s Marketplace, overseeing pipeline management, partner enablement, systems integration coordination, Salesforce administration, and offshore team operations. This role drives operational excellence across the full onboarding lifecycle — from seller sign-through to go-live — while building the systems, tooling, and partner relationships that enable the Marketplace to scale.

The role sits at the intersection of operations, technology, and seller experience, requiring a leader who can manage a distributed team, own vendor and partner relationships, coordinate systems integrations, communicate complex processes clearly to external partners, and leverage Salesforce to drive pipeline visibility and operational reporting.

Requirements

• 3-5 years' experience in e-commerce operations, marketplace operations, or seller/partner management
• 3-5 years people management experience, including performance management and team development
• Direct experience with marketplace platforms (Mirakl, Amazon Seller Central, Walmart Marketplace, or similar)
• Experience with catalog management, merchandising systems, or product data operations — understanding of item attribute requirements, category-specific compliance standards, and bulk data workflows
• Experience designing and managing onboarding or enablement programs at scale
• Experience managing vendor or BPO relationships, including quality oversight and contract management
• Exposure to systems integration concepts (API, EDI, feed-based) and ability to collaborate with technical teams on integration workflows
• Familiarity with OMS, WMS, or other e-commerce fulfillment and order management systems
• Working knowledge of Salesforce — reporting, pipeline management, and case workflows; hands-on configuration experience is a plus
• Proficiency with data analysis tools (Excel, SQL, or BI platforms) for operational reporting
• Demonstrated ability to translate operational data into process improvements and strategic recommendations

Nice To Haves

• Experience with Jira, Confluence, and cross-functional program management
• Experience supporting platform migrations or large-scale change management initiatives
• Exposure to partner development or seller enablement programs in a B2B context
• Familiarity with knowledge management platforms (Stonly, Zendesk, Guru, or similar)

Responsibilities

• Onboarding Operations & Pipeline Management
• Own the seller onboarding pipeline from intake through go-live, managing volume across all seller segments (Small/Medium, Large/Enterprise, Direct API)
• Refine onboarding workflows, milestone tracking, and case structures to improve time-to-onboard and seller readiness at launch
• Monitor pipeline health through weekly reviews, identifying and resolving blockers to maintain target case velocity
• Establish and report on KPIs including time-to-onboard, pipeline status distribution, milestone compliance, and GMV onboarded
• Partner with Business Development, Seller Success, and Integration teams to ensure smooth handoffs and cross-functional alignment
• Seller Relationship Management & Partner Enablement
• Own the seller experience throughout the onboarding journey, serving as the primary operational point of contact for escalations and process guidance
• Communicate marketplace requirements, platform processes, and compliance standards clearly to external seller partners in a B2B context
• Drive improvements in seller satisfaction metrics (CSAT) related to responsiveness, documentation clarity, and onboarding experience
• Partner with the Seller Learning lead to shape enablement strategy, identify knowledge gaps, develop training materials, and proactively build resources that improve seller readiness
• Manage self-service resources and knowledge base content to enable sellers to resolve common questions independently
• Team Leadership & Vendor Management
• Lead a team of 5 onshore direct reports
• Manage the offshore BPO partnership (10 agents), including contract ownership, quality oversight, capacity planning, and retention programs
• Conduct skill-gap assessments and create individual development plans for direct reports
• Build cross-training coverage to eliminate single points of failure across categories and functions
• Foster a culture of ownership, accountability, and continuous improvement
• Systems Integration & Platform Coordination
• Coordinate the integration phase of seller onboarding across marketplace platform, OMS, WMS, and payment systems
• Partner with Product and Engineering teams on platform requirements, feature prioritization, and systems integration needs
• Support seller integrations via channel partners, feed aggregators, and direct API connections, ensuring data quality and operational readiness
• Help drive the channel partnership program — managing relationships with integration partners, monitoring partner performance, and advocating for improvements that benefit seller experience
• Support platform migration efforts, including process adaptation, documentation updates, and seller communication
• Maintain working knowledge of integration methods (API, EDI, feed-based) to effectively triage issues and collaborate with technical teams; primary integration method is API, but familiarity with alternative methods supports partner and seller conversations
• Salesforce Administration & Development
• Serve as the business owner for Salesforce within the onboarding function, managing configuration, workflows, and reporting
• Lead the relationship with the Salesforce development partner, owning prioritization of feature requests and enhancement roadmap
• Design and implement CRM improvements including compliance monitoring, progress indicators, and case health dashboards
• Support team captains in identifying feature needs and advocating in prioritization meetings
• Build reporting and dashboards that surface pipeline performance and operational insights to leadership and cross-functional stakeholders

Benefits

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed