Customer & Marketplace Operations Leader
Leads customer and marketplace operations across parents, childcare providers, and employers, combining hands-on support, team management, AI-enabled service, marketplace improvement, and revenue and retention ownership.
About the job
Responsibilities
- Lead customer support across phone, chat, email, and AI for parents, childcare providers, and employers.
- Handle complex customer situations, escalations, financial decisions, and operational exceptions.
- Establish standards for response time, resolution, accuracy, tone, and follow-through.
- Build workflows, policies, tools, training, and product improvements that eliminate recurring customer problems.
- Partner with product and engineering to address root causes and validate solutions.
- Improve the marketplace journey from childcare search through enrollment.
- Identify opportunities to improve customer retention, adoption, revenue, expansion, and cross-sell.
- Own the quality, coverage, escalation, handoff, and recovery processes for AI-powered support.
- Manage provider services including insurance, compliance, equipment, loans, payroll, and photography.
- Manage vendor and third-party partner relationships.
- Hire, coach, and manage a lean customer operations team.
- Establish goals, ownership, service standards, quality controls, automation, and operating metrics.
Requirements
- Experience owning a customer-facing operation or program end to end.
- Demonstrated accountability for metrics such as retention, resolution, conversion, or revenue.
- Ability to work directly with customers, including handling calls and difficult situations.
- Strong judgment, ownership, follow-through, and ability to operate amid ambiguity.
- Ability to learn new customers, businesses, systems, and metrics quickly.
- Ability to build practical solutions, processes, and tools.
- Ability to analyze metrics independently using spreadsheets; SQL is a plus.
- Comfort making financial and operational decisions.
- Ability to move between strategy, people management, and detailed execution.
- Willingness to work from the San Francisco office five to six days per week.
Nice-to-Haves
- Experience with AI-powered customer support and automation.
- Experience managing vendor relationships or third-party service programs.
- SQL experience.
Compensation & Benefits
- Competitive market compensation, meaningful equity, and a full benefits package.
- Health benefits covering up to 100% of employee premiums and up to 80% of dependent premiums.
- Wi-Fi and employee wellness stipends.
- Flexible paid time off, paid holidays, and mental wellness days.
- Competitive parental leave after six months of employment.
Skills
Ai Support, Customer Operations, Customer Support, Automation, SQL, Spreadsheets, Vendor Management, Retention, Revenue Operations, Marketplace Operations
Similar jobs
Business Operations jobs
Stripe
United States
Leads strategy and operations for the Vice Chair Office, partnering with the Chief of Staff to structure priorities, manage cross-functional programs, and build operating processes. Requires 3–5 years of experience in strategy, program leadership, or operations, plus strong communication and stakeholder management skills.
Cloudflare
Austin, TXLeads strategic sourcing and deployment coordination for network hardware across global data centers, managing vendors, negotiations, supply, and infrastructure processes. Requires 5+ years with networking equipment OEMs, strong TCO modeling, and data center networking expertise.
Fluent
New York, NY
Manages operational execution for strategic partnership programs, coordinating cross-functional teams, reporting, financial modeling, campaign operations, and partner documentation. Requires 3–5 years of business operations experience and strong project management, analytical, and documentation skills.
Anthropic
San Francisco, CAOwn the quote-to-cash systems process for new product and pricing launches, coordinating catalog, quoting, billing, tax, reporting, and cross-functional readiness. The role requires hands-on Salesforce and CPQ expertise plus experience managing fixed-date launches.
LogicGate
Chicago, IL
Build and scale AI-driven workflows that improve internal operational efficiency across business functions. The role requires 3–5 years of experience in automation, systems analysis, business technology, or related work, plus practical fluency with AI tools and strong cross-functional consulting skills.