Director, Marketplace Operations

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Develop the Dispatch Model: Create and manage the essential marketplace workflow, which includes demand forecasting, supply verification, addressing coverage gaps, pricing or incentive strategies, task assignment, contributor acceptance, task completion, validation, and payment processing.

• Establish the process for transitioning from open task availability to organized dispatch, including route bundles, assignment logic, and definable execution units.

• Take ownership of Marketplace Health: Establish operating rhythms and performance metrics to enhance marketplace efficiency across supply, driving acquisition, engagement, and retention while fulfilling enterprise-level requirements for coverage and reliability. Ensure visibility of marketplace health by city, product, route, contributor group, and execution model.

• Design Incentives and Pricing Mechanics: Manage the operating framework for bonuses, dynamic pricing, route economics, activation incentives, completion bonuses, weather-related interventions, geographical premiums, and other factors that influence contributor behavior.

• Collaborate with Product & Engineering on Marketplace Tooling: Convert marketplace operational needs into product workflows, user stories, dashboards, control panels, and app features.

• Manage the Contributor Execution System: Create repeatable playbooks for public networks, managed networks, and supplier-led execution. Define Native's approach to identifying execution risks, intervening when coverage is inadequate, reallocating tasks, activating backup supplies, managing exceptions, and confidently closing routes or campaigns.

• Enhance the Contributor Experience: Grasp the contributor journey from task availability to acceptance, collection, submission, feedback, incentive tracking, payment tracking, and claims. Minimize friction, build trust, and ensure contributors are informed about available work, compensation, expectations, and their status.

⛳️ Requirements

• Proven Experience in Online/Offline Marketplaces: Solid background in operating, enhancing, or scaling a marketplace business where independent gig economy workers accept and fulfill paid tasks via a mobile platform.

• Understanding of Supply-Demand Marketplace Mechanics: Comprehensive knowledge of how two-sided marketplaces balance demand and supply across different locations, time slots, worker availability, pricing, incentives, acceptance, completion, reliability, and costs.

• Familiarity with Dispatch and Acceptance Systems: Experience with marketplace models where tasks are offered, accepted, routed, batched, sequenced, or dynamically allocated to a distributed workforce.

• Insight into Worker Behavior and Incentive Design: Strong intuition regarding gig workers' decision-making processes: factors influencing task acceptance or rejection, the impact of earnings visibility on behavior, trust's role in retention, effective and ineffective incentives, and how timing, geography, friction, and communication influence task completion.

• Ownership of Marketplace Performance: Experience in overseeing operational metrics such as supply availability, demand coverage, acceptance rates, completion rates, fulfillment rates, worker productivity, reliability, retention, incentive efficiency, cost per completed task, and marketplace contribution margin.

• Analytical Skills: Ability to assess marketplace performance using data rather than anecdotes. Proficiency in navigating dashboards, spreadsheets, cohort views, funnel metrics, and marketplace data to identify bottlenecks, test interventions, and enhance performance. SQL fluency for robust A/B testing may be necessary.

• Product Collaboration: Experience collaborating with Product and Engineering teams (especially Strike Team-003) to transform marketplace operational challenges into clear product requirements, workflow definitions, user stories, dashboards, control panels, and implementation priorities.

• Ability to Execute Amid Uncertainty: Capability to build while operating. Native is developing a new marketplace operating model rather than utilizing an existing system. This individual should be adept at creating structure, playbooks, metrics, and tools while also managing live execution.

• Communication and Leadership Skills: Proficiency in communicating at the Director level with Operations, Product, Engineering, Finance, Marketing, and regional teams. Must effectively articulate marketplace trade-offs, provide evidence-based recommendations, and foster alignment across functions.

🏝️ Benefits

• Remote work opportunity (candidates must be based in Cape Town, Mexico City, or Bogotá).