Marketplace Operations Manager

Role Objective:

Own and lead the operational engine of THKEL’s marketplace, ensuring reliable fulfillment, balanced supply-demand dynamics, and a consistently high service experience.

Act as the control tower of daily operations — translating company strategy into fast, disciplined execution while preventing operational disruptions before they impact customers.

Serve as the primary escalation authority, resolving complex marketplace issues independently and protecting the COO from operational noise.

Key Responsibilities:

Marketplace Reliability & Fulfillment

• Own fulfillment performance across all active regions.
• Proactively detect supply shortages and rebalance capacity.
• Drive high on-time performance and reduce failed shipments.

Operational Control Tower

• Monitor live operations and intervene early to prevent service breakdowns.
• Lead real-time decision-making during operational disruptions.
• Act as incident commander during high-risk situations.

Team Leadership

• Build, lead, and scale a high-performance 24/7 operations team.
• Instill urgency, accountability, and ownership culture.
• Ensure shift structures support demand volatility.

Escalation & Crisis Leadership

• Resolve complex provider and customer conflicts.
• Take decisive action during service failures.
• Escalate only strategic risks to the COO.

Data-Driven Performance

• Own operational KPIs including fulfillment, service reliability, and intervention rates.
• Convert operational data into actionable improvements.
• Drive process optimization and automation.