Director, Strategy & Operations - Service Delivery

Whatnot, Inc.

Job Overview

Location

Los Angeles, CA

Job Type

Full-time

Full Job Description

📋 Description

• As Director, Strategy & Operations - Service Delivery at Whatnot, you will lead the strategic direction and operational execution for scaling vendor partnerships that directly impact customer experience, trust, and risk management across North America and Europe. This role is critical to ensuring Whatnot’s rapid growth in live commerce is supported by reliable, high-quality post-purchase operations at scale.
• You will develop and execute commerce and operations strategies focused on expanding Whatnot’s vendor footprint to improve service quality, speed, and scalability, while driving data-informed initiatives that enhance operational performance across customer support and Trust & Risk teams.
• You will lead the design and implementation of Whatnot’s Operations vendor framework, including setting strategy, deploying managers and specialists, defining KPIs, monitoring SLAs, and ensuring consistent, high-quality delivery for users through continuous performance improvement.
• You will lead strategic sourcing efforts to expand vendor capabilities and geographic coverage, building scalable systems and processes that allow Customer Experience and Trust & Risk teams to grow rapidly without compromising service quality or operational rigor.
• You will partner closely with Product, Engineering, and other cross-functional stakeholders to translate user interaction insights into actionable initiatives that support scale, improve outcomes, and align with Whatnot’s mission of enabling anyone to turn their passion into a business.
• You will operate within a remote co-located model, required to be within commuting distance of Whatnot’s hubs in Los Angeles, San Francisco, New York, or Phoenix, contributing to a fast-paced, outcome-driven culture that values curiosity, bias toward action, and close connection to users and product.
• You will have the opportunity to shape the foundation of live commerce operations in the West, building systems and teams from the ground up in an industry with no existing playbook, while developing expertise in global vendor management, operational scaling, and data-driven decision-making in a high-growth startup environment.

🎯 Requirements

• 12+ years of experience in strategy, operations, or general management roles (e.g., consulting, operations, finance, GM)
• Proven experience operating in high-growth scaling environments with a track record of driving operational improvement and leading high-performing teams
• Strong strategic and analytical judgment, including ability to synthesize data, metrics, and qualitative insights into clear recommendations
• Experience leading large, cross-functional initiatives and managing complex, multi-threaded projects end to end
• Proven ability to work with external partners or vendors in scaled, global operating models
• Proficiency in data analysis and reporting tools; experience with SQL and analytics platforms (e.g., Looker, Sigma, Hex)

🏖️ Benefits

• Flexible Time off Policy and Company-wide Holidays (including spring and winter break)
• Health Insurance options including Medical, Dental, Vision
• Work From Home Support: Home office setup allowance and monthly allowance for cell phone and internet
• Care benefits: Monthly wellness allowance, annual childcare allowance, and lifetime benefit for family planning (adoption, fertility)
• Retirement: 401k offering with employer match up to 4% of base salary (US) and international pension plans
• Parental Leave: 16 weeks of paid parental leave + one month gradual return to work
• Monthly allowance to dogfood the app

Skills & Technologies

Spring

Remote

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Whatnot, Inc.

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About Whatnot, Inc.

Whatnot operates a live-stream marketplace for collectibles, sneakers, trading cards, apparel, and other hobby items. Sellers host real-time auctions and fixed-price shows while buyers bid or purchase through the mobile app. The platform combines live video, integrated payments, and authenticated shipping to reduce fraud. Founded in 2019, the company is headquartered in Los Angeles and has raised multiple venture rounds to expand categories and international markets.

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