Marketplace Delivery Manager

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

📋 Description

• Take ownership of the entire marketplace onboarding process and enhance marketplace usage throughout the customer journey.

• Assist customers in navigating Smartcat’s marketplace model and technologies.

• Collaborate with GTM Account teams to define customer requirements, objectives, quality standards, formats, and workflows.

• Provide marketplace training and establish effective project workflows.

• Streamline workflow procedures by automating tasks such as freelancer assignments, vendor management, and workspace settings.

• Facilitate freelancer payment processes and ensure adherence to payment guidelines.

• Oversee freelancer capacity, performance metrics, and areas of specialization.

• Utilize Smartcat AI for supplier selection and manually source rare language pairs or specialized domain resources.

• Develop and sustain reliable linguist and vendor teams.

• Establish language assets and quality assurance automation tools.

• Organize sample reviews and independent quality assessments.

• Track delivery progress, address risks, and uphold quality standards and timely service level agreements (SLAs).

• Lead the resolution of issues and manage escalations effectively.

• Support proof-of-concept initiatives by outlining success criteria, timelines, and workflows.

• Work in collaboration with Customer Experience, Product, Engineering, and Account teams.

• Report bugs, provide workflow insights, and share technical feedback.

• Recognize recurring customer needs and influence priorities on the product roadmap.

• Promote best practices for the marketplace both internally and externally.

⛳️ Requirements

• Minimum of 5 years of experience in project management, vendor management, supply chain management, or operations.

• Experience in marketplace environments or managing large pools of vendors/freelancers is highly advantageous.

• Project management certification, such as PMP, is a bonus.

• Capability to define project scopes, allocate resources, manage risks, and monitor delivery outcomes.

• Familiarity with technical concepts associated with translation technologies.

• Proficiency in utilizing AI tools to enhance process efficiency.

• Demonstrated success in support, training, and adoption initiatives.

• An entrepreneurial mindset characterized by curiosity, problem-solving skills, and a collaborative approach.

• Exceptional communication abilities and experience in presenting to diverse audiences.

• Strong attention to detail and a high level of customer empathy.

• Integrity and unwavering commitment to responsibilities.

• Ability to perform well under pressure and meet tight deadlines.

• Comfortable collaborating with remote and multicultural teams.

• Willingness to accept constructive feedback and consider others' opinions and ideas.

• Fluent in English; knowledge of additional languages is a plus.

• Experience managing large groups of freelancers/vendors or working in marketplace settings.

🏝️ Benefits

• Remote-friendly work environment.

• Flexibility to work from locations that enhance productivity.

• Collaborative team distributed globally.

• Opportunity to engage in an AI Native Organization.

• Inclusive culture dedicated to respect, diversity, and non-discrimination.

• Chance to influence AI-driven workplace transformation.

• Opportunity to be part of an AI-powered platform revolutionizing the multilingual content sector.