VP, Marketplace Operations

Repairify•Not Available, TX

About The Position

Repair OnDemand's Repair Exchange connects businesses that need automotive repairs with the repairers who perform them. The company is hiring a Vice President/Director of Marketplace Operations to build and lead operations across the Open Exchange and Private Exchange. This hands-on leadership role owns marketplace operating performance, ensuring job suppliers receive reliable, on-time service and repairers have the coverage, support, and accountability needed to deliver. The position builds the repairer network, establishes a repeatable approach to launching clients and markets, leads the team responsible for daily execution, and manages key customer and partner relationships, including performance management, negotiations, and issue escalation. The role addresses immediate operating problems while developing processes and automation that allow job volume to grow without operations headcount increasing at the same rate. The position has supervisory responsibility. It operates in a professional office environment, with occasional visits to company locations and approximately 30% travel. The work involves prolonged computer use and sitting, occasional standing, walking, reaching, and lifting up to five pounds, and communicating effectively in person and virtually.

Requirements

Ability to communicate effectively in person and virtually.
Ability to perform prolonged computer use and sitting, as well as occasional standing, walking, reaching, and lifting up to five pounds.
Ability to travel approximately 30%.

Responsibilities

Own operational performance from job submission through scheduling, completion, and issue resolution.
Establish service expectations and escalation processes to address unfilled jobs, cancellations, no-shows, and rework quickly.
Keep job suppliers and repairers informed and accountable throughout the process.
Build repairer coverage based on demand by geography, repair type, and capacity.
Partner with go-to-market teams to recruit, onboard, and activate repairers.
Establish standards for insurance, credentials, service quality, and conduct; use repairer scorecards to guide coaching, suspension, and reinstatement decisions.
Create and run repeatable launch processes for new clients and markets, confirm repairer readiness, establish workflows and service expectations, manage initial job volume, and identify coverage gaps.
Own operational relationships with job suppliers and repairers across both exchanges.
Manage onboarding and ongoing service delivery for newly signed key clients, translate client commitments into operating requirements with commercial teams, and address service issues that threaten retention or growth.
Own disputes, warranty claims, rework, and other service failures; establish decision rights and escalation rules for remedies, including refunds when appropriate.
Resolve issues fairly, track their cost, and address recurring causes to protect client trust and job economics.
Build practical playbooks, clear ownership, and a consistent operating cadence.
Partner with Product and Engineering to turn recurring exceptions and manual tasks into product improvements and automated workflows.
Measure and reduce manual effort per job as the marketplace grows.
Lead and develop the operations team, set priorities, assign accountability, and coach the team against measurable outcomes.
Build reporting that makes marketplace health, service failures, and capacity gaps visible, and use it to drive corrective action.