Marketplace Delivery Team Manager

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

📋 Description

• Provide comprehensive onboarding and continuous improvement support for both new and existing customers utilizing the Smartcat Marketplace.

• Utilize Smartcat’s automation technologies to achieve 90% workflow automation across all supported accounts.

• Ensure 100% compliance with service level agreements (SLA) for quality and timely delivery, stepping in as required.

• Develop and uphold trusted vendor teams, equipping them with Smartcat AI tools and best practices.

• Collaborate with GTM Account teams to assess requirements and align on objectives, quality expectations, formats, and workflows.

• Conduct marketplace training to ensure customers can efficiently create, manage, and assign projects.

• Configure and automate workflow processes, including freelancer assignments, vendor management, and workspace settings.

• Facilitate payment workflows, ensuring compliance with payment guidelines while overseeing payments to freelancers.

• Monitor freelancer capacity, performance, and specialization to align with project requirements.

• Employ Smartcat AI for supplier selection, supplementing with manual sourcing for niche domains or rare language pairs.

• Assist with manual quote generation when necessary.

• Establish and maintain pools of reliable linguists and teams.

• Set up and oversee language assets (TMs, glossaries, style guides) and QA automation tools.

• Coordinate sample reviews and independent quality assessments.

• Oversee delivery progress, address risks, and intervene to uphold SLAs.

• Lead issue resolution and escalation management as needed.

• Aid in defining success criteria, timelines, and workflows during proof of concepts (POCs).

• Ensure seamless execution and help showcase value to expedite customer decisions.

• Collaborate closely with CX, Product, Engineering, and Account teams to achieve customer outcomes.

• Submit actionable bug reports, workflow insights, and technical feedback.

• Identify recurring customer needs and influence product roadmap priorities.

• Act as an internal and external advocate for marketplace best practices.

⛳️ Requirements

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

• Experience in marketplace environments or managing large vendor/freelancer pools is highly desirable.

• Project management certification, such as PMP (Project Management Professional), is a plus.

• Demonstrated ability to scope projects, allocate resources, manage risks, and monitor delivery performance.

• Although not as technically oriented as a developer or engineer, a Marketplace Delivery Manager should possess a solid understanding of technical concepts related to translation technologies, enabling effective use of AI tools to enhance current processes.

• Proven track record of delivering support, training, and adoption initiatives.

• Entrepreneurial mindset with a curiosity-driven, problem-solving attitude and a collaborative approach.

• Strong communication skills with experience in presenting to diverse audiences.

• High attention to detail and strong customer empathy.

• Integrity and full commitment to the role.

• Ability to perform under pressure and meet tight deadlines.

• Comfortable working within remote, multicultural teams.

• Willingness to receive constructive feedback and value the opinions and ideas of others.

• Proficient in English (additional languages are a plus).

• Experience working with extensive pools of freelancers/vendors or within marketplace environments.

🏝️ Benefits

• A global, interconnected team.

• Be part of an AI Native Organization.

• Innovating within a $100 Billion industry.

• Join the journey to scale up 10x and beyond together.

• Smartcat Culture Code: Where Diversity Meets High Performance.