Key Responsibilities:

• Tracking and Reporting on Vendor Performance:

Monitor and report on vendor performance metrics, ensuring alignment with KPIs.
Develop and maintain dashboards that provide reliable insights and visualizations into vendor performance relative to KPIs, projections, and historical data.
Evaluate and analyze vendor operational activities and processes to maximize efficiency and productivity.

• Operational Analysis and Improvement:

Conduct root cause analysis on delivery operations metrics to identify areas for improvement and ensure SLA compliance.
Investigate operational bottlenecks, facilitate process improvements, and swiftly remove blockers and barriers in vendor operations.
Present reports defining project progress, issues, and proposed solutions.

• Vendor Performance Management:

Set up and manage the operational evaluation of vendors, including metrics such as NFC (Non-fulfillment rate), canceled orders, and returns.
Develop and implement action plans to address poor performance, including vendor restrictions or blocking when necessary.
Focus on improving vendor performance in key operational KPIs.

• Customer Experience Enhancement:

In partnership with the Customer Experience (CX) department, analyze customer data to identify opportunities for enhancing the customer experience.
Create and execute action plans aimed at improving and expanding customer satisfaction through better vendor performance.
Vendor Experience Improvement:
Run surveys for sellers to gather feedback and insights, aiming to improve the overall vendor experience on the platform.
Use survey results to identify pain points and implement strategies to enhance vendor satisfaction and performance.

• Team Leadership and Management:

Lead, coach, and supervise the Marketplace Platform Excellence team.
Oversee the execution of operational improvement processes through the excellence team.
Manage on-request tasks from senior management efficiently.


Requirements and skills

Preferred Skills:

• Experience with marketplace platforms and understanding of the unique challenges and opportunities within this environment.
• Familiarity with performance management tools and systems.
• Strong project management skills with the ability to manage multiple initiatives simultaneously.

Qualifications:

• Proven experience in vendor management, operational excellence, or a similar role within a marketplace or e-commerce environment.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent interpersonal and communication skills, with the ability to build strong relationships with vendors and internal teams.
• Demonstrated ability to lead and inspire teams towards achieving operational excellence.