Senior Director, Marketplace Operations & Health

📋 Description

• • Own the end-to-end optimization and health of Upside’s marketplace operations, spanning retailer data pipelines through to marketplace systems.
• • Identify and execute growth strategies by tuning marketplace systems to accelerate strategic initiatives and drive revenue and GMV growth.
• • Define and deliver a continuous improvement roadmap to CPO-level leadership, surfacing systemic risks, trends, and patterns before they impact merchants or consumers.
• • Design and implement the monitoring model, alerting thresholds, and SLAs that ensure marketplace reliability and define ‘data downtime’ as a core KPI.
• • Build and operate a layered health model that detects anomalies, data quality failures, and marketplace disruptions in real time.
• • Lead the full incident lifecycle for data and quality failures—owning detection, triage, resolution, and post-mortem reviews to ensure reduced time-to-resolution and continuous improvement.
• • Embed Lean/Six Sigma discipline (DMAIC and similar frameworks) to systematically reduce root causes of quality issues, shifting the team from reactive firefighting to proactive prevention.
• • Push validation and self-healing capabilities upstream into the core product to minimize manual intervention at scale.
• • Collaborate closely with Engineering, Data Engineering, Product, and B2B/B2C commercial teams to align operations with technical and business objectives.
• • Manage and develop a team of 3 individual contributors, providing strategic direction, coaching, and cross-functional coordination.
• • Apply an AI-centric approach to monitoring, investigating, and scaling marketplace operations to enhance efficiency and predictive capabilities.
• • Report on operational performance and strategic initiative outcomes to senior leadership with clear, data-driven insights.
• • Maintain data integrity across the marketplace by ensuring accuracy, consistency, and timeliness of retailer and consumer-facing data flows.
• • Drive alignment between commercial goals and operational systems to maximize profit measurement, attribution, and incrementality for retailer partners.
• • Evolve the marketplace’s reliability framework to support billions of dollars in annual commerce with minimal disruption.
• • Champion a culture of continuous improvement where diverse perspectives and operational excellence are foundational to team performance.
• • Ensure transparency and accountability in incident resolution and system health metrics across all levels of the organization.
• • Translate complex data pipeline issues into actionable business insights for non-technical stakeholders across Marketing, Sales, and Product.
• • Stay ahead of emerging operational risks and proactively design safeguards to prevent systemic failures in marketplace systems.
• • Balance short-term incident response with long-term system automation and preventative architecture improvements.
• • Represent Marketplace Operations & System Health in cross-company initiatives, ensuring operational reliability is integrated into product development cycles.