Strategy & Operations Senior Manager, Australia

📋 Description

• • Drive the strategy and execution of post-purchase operations for Whatnot’s Australian marketplace, ensuring scalable, high-quality experiences for buyers and sellers across logistics, trust & risk, fraud, and payments.
• • Translate operational data and user behavior insights into actionable priorities, roadmaps, and initiatives that enhance quality, speed, and scalability of commerce processes in Australia.
• • Partner with global Commerce, Product, Engineering, and Operations teams to implement region-specific improvements while aligning with global standards and workflows.
• • Own end-to-end execution of complex, cross-functional initiatives—from problem definition and stakeholder alignment to delivery and measurable outcome tracking.
• • Design and implement scalable operational processes, systems, and models tailored to support Whatnot’s rapid growth and evolving user needs in the Australian market.
• • Serve as the primary strategic thought partner and Australia representative to senior leadership, providing data-driven recommendations and tradeoffs to guide key business decisions.
• • Continuously monitor and assess operational performance metrics to identify inefficiencies, reduce friction, and improve resilience and user experience across the buyer-seller journey.
• • Collaborate with local and global teams to ensure seamless integration of Australian market nuances into product and operational design, including regulatory, cultural, and logistical factors.
• • Lead cross-departmental alignment efforts to ensure accountability, clarity of ownership, and execution consistency across Product, Engineering, and Operations teams.
• • Use quantitative and qualitative insights to identify opportunities for process automation, cost optimization, and experience enhancement in post-purchase flows.
• • Maintain deep product empathy by actively using Whatnot as both a buyer and seller, contributing firsthand feedback to improve the platform.
• • Communicate complex operational concepts clearly to technical and non-technical stakeholders, influencing decisions without formal authority.
• • Monitor and adapt to evolving market dynamics in Australia’s e-commerce and livestream shopping landscape to ensure Whatnot remains competitively positioned.
• • Build and maintain strong relationships with regional stakeholders, including logistics partners, compliance teams, and customer service providers, to ensure operational excellence.
• • Develop and report on key operational KPIs related to fulfillment speed, dispute resolution, fraud detection, and seller success metrics.
• • Contribute to the global playbook for post-purchase operations while adapting processes to local context, ensuring scalability without sacrificing regional relevance.
• • Proactively identify risks and opportunities in the Australian market that could impact marketplace health, seller growth, or buyer retention, and propose preemptive solutions.