Senior Manager 2 - Seller Operations For Marketplace Vertical

Senior Manager 2, Seller Experience & Product Quality

About the Role:

As a Senior Manager, Seller Experience, you will be instrumental in enhancing the overall seller

journey on our platform. You will lead strategic initiatives to improve seller satisfaction, drive

product quality, and combat fake & counterfeit goods. This role demands a highly analytical

leader with a proven ability to translate data into actionable insights, drive complex

cross-functional projects, and champion seller needs.

What You'll Do:

Elevate Seller Satisfaction:

Own and drive the Seller NPS strategy, end-to-end, leveraging quantitative and

qualitative insights to identify and resolve seller pain points.

Lead deep dives into seller data to pinpoint key drivers of churn and

dissatisfaction, translating these into concrete improvement initiatives.

Champion seller feedback across the organization, ensuring their voice informs

product and operational improvements.

Drive Cross-Functional Excellence:

Lead and execute high-impact, cross-functional projects aimed at improving

seller touchpoints and platform experience.

Collaborate closely with Product Development, Category, Trust & Safety, and

other teams to ensure seamless execution and impactful outcomes.

Apply first-principle thinking to dissect complex problems and develop innovative

solutions that address root causes.

Ensure Product Quality & Integrity:

Own and improve product quality metrics, coordinating with various teams (e.g.,

Discovery, UGC, MART) to drive continuous improvement.

Lead initiatives to combat fake and counterfeit products, including driving brand

collaborations and developing proactive identification mechanisms with Product

and Data Science teams.

Conduct intricate analyses to understand drivers of poor product ratings and work

to implement solutions.

Lead & Mentor:

Manage and develop a high-performing team (FTEs and FTCs) to ensure

operational excellence and continuous improvement in seller experience.

Monitor key input and output metrics, escalating issues promptly and driving

timely resolution.

What We're Looking For:

Data Analysis & Insights:

and translate complex data into clear, actionable insights.

Product Development Collaboration:

closely with product development teams to define requirements, provide

feedback, and launch impactful features.

Cross-Functional Coordination & Execution:

deliver complex projects involving multiple stakeholders across different

functions.

First-Principle Thinking:

involves deconstructing issues to their fundamental truths.

Strong understanding of e-commerce platforms and seller ecosystem is a plus.

Excellent communication and presentation skills, with the ability to influence

stakeholders at all levels.

Prior experience in managing and mentoring teams is a plus.