Quick Commerce Marketplace Experience Lead

Major Responsibilities: 

End-to-End Vendor Operations & Performance

• Own the complete vendor operations lifecycle, ensuring seamless integration and performance across the marketplace.

• Manage ground-level operational teams, taking direct responsibility for their performance, productivity, and output.

• Ensure all operational targets are met with the highest standards of quality, implementing course corrections where necessary to maintain service excellence.

• Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction on the platform.

Support Experience Ownership & Strategy

• Own the entire support experience, from design to execution, including footprint and channel strategy.

• Develop and implement solutions that drive long-term value, improve policies, and increase customer satisfaction.

• Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven, and efficient manner.

Accountability for Metrics & KPIs

• Maintain full accountability for QComm Service Operations metrics.

• Monitor and drive line-of-business performance and all customer satisfaction-related KPIs.

• Champion the "Voice of the Customer" to influence policies and enhancements that meet local and regional needs.

Stakeholder Management & Transformative Leadership

• Provide strategic leadership for transformative support strategies, fostering trust with local stakeholders and regional senior leaders.

• Lead cross-functional initiatives to align operational improvements with broader strategic business goals.

• Strategic Influencer: You have a proven track record of driving results in a matrixed environment without direct reporting lines.

• Data-Driven Innovator: You don't just report on KPIs, you deconstruct them to find the "why" and build a roadmap to fix them.

• QComm Specialist: Deep understanding of the Quick Commerce or Marketplace ecosystem, specifically regarding customer experience and vendor operations.

• Stakeholder Mastery: Exceptional communication skills with the ability to manage expectations across local ground teams and regional executive leadership.

• Agility: Comfortable navigating high growth environments where speed and precision are equally valued.