Head of Marketplace Experience

Strategic Matrix Leadership

• Local-to-Regional Bridge: Act as the primary liaison between PH operations and regional leadership to ensure global strategies are localized effectively.

• Stakeholder Management: Foster trust with local stakeholders and regional senior leaders to align operational improvements with broader business goals.

• Strategic Translation: Translate regional marketplace product roadmaps into executable plans tailored to the unique PH vendor and customer landscape

End-to-End Vendor & Marketplace Operations

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

• Onboarding & Incubation: Ensure all vendor onboarding and incubation operational targets meet high standards of quality, implementing course corrections as needed.

• Friction Reduction: Design and streamline touchpoints to reduce friction for vendors, directly impacting their success and satisfaction.

Support Experience & CX Innovation

• Multi-Stakeholder Focus: Optimize the experience for vendors, customers, and riders, ensuring a frictionless delivery chain.

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

• Roadmap Prioritization: Prioritize a roadmap for experience enhancements, executing them in a structured, data-driven manner.

• Voice of the Customer: Champion the "Voice of the Customer" to influence policies that meet both local PH and regional needs

Accountability for Metrics & KPIs

• Service Operations: Maintain full accountability for contact rate, cost per contact, and automation rates.

• Performance Monitoring: Drive line-of-business performance and all customer satisfaction-related KPIs (NPS/CSAT).

• Operational Rigor: Use data visualization and analytics to monitor complex KPIs and drive data-driven decision-making

Team Management (7+)

• Direct People Leadership: Manage, mentor, and develop a team of marketplace managers and specialists.

• Performance Excellence: Ensure all ground-level teams consistently meet or exceed productivity benchmarks and output goals.

• Quality Assurance: Maintain a rigorous focus on "right quality" standards, implementing real-time training and course corrections.

• Resource Optimization: Strategically align team efforts with local PH requirements and regional needs to ensure efficient resource allocation

Experienced Leader: 7+ years of experience in high-growth tech, e-commerce, or Q-commerce (Quick Commerce) environments.

Matrix Organization Proficiency: Proven ability to navigate a matrixed organization, juggling local requirements with central strategies.

Analytical Rigor: Data-driven innovator skilled at managing complex KPIs and holding a high bar for quality.

Operational Excellence: Experience managing teams and a track record of driving meaningful change through cross-functional collaboration.

Thrives in Speed: Comfortable in a fast-paced environment with the ability to lead transformative support strategies