Operations Manager

Job Description: Operations Manager (Marketplace Startup)

Overview

We are a fast‑growing startup building a next‑generation online marketplace platform. We are looking for a highly organized, resourceful, and process‑driven Operations Specialist to support daily business operations, drive workflow efficiency, and ensure a smooth experience for both sellers and buyers on our portal.

This role suits someone who thrives in a dynamic environment, enjoys solving problems, and is excited about contributing to the foundational operations of a scaling startup.

Key Responsibilities

Marketplace Operations

• Monitor daily marketplace activities, including order flows, vendor onboarding, product/service listings, and fulfilment processes.
• Ensure adherence to operational policies, quality standards, and service-level agreements (SLAs).
• Identify bottlenecks or operational gaps and propose process improvements.
• Support fraud checks, compliance validation, and marketplace integrity efforts.

Vendor & Customer Support

• Serve as an operational point-of-contact for vendors and customers.
• Troubleshoot issues related to payments, orders, listings, account setup, and platform navigation.
• Coordinate with internal teams (tech, product, finance, marketing) to resolve issues quickly.

Data & Reporting

• Track operational metrics such as order success rate, vendor performance, fulfilment times, and customer satisfaction.
• Prepare weekly/monthly reports with insights and improvement suggestions.
• Support data cleanliness across listings, user accounts, and transactions.

Process & SOP Development

• Create, update, and maintain Standard Operating Procedures (SOPs).
• Work with leadership to operationalize new features, policies, and workflows as the marketplace evolves.
• Participate in testing operational features before rollout.

Cross‑Functional Coordination

• Collaborate with Product and Tech teams to escalate bugs and contribute to UX improvements.
• Work with Finance on payment reconciliation, vendor payouts, and invoicing issues.
• Support Marketing/BD teams during campaigns, onboarding drives, or marketplace promotions.

Requirements

Must‑have

• 1–3 years’ experience in operations, e‑commerce, marketplace, event management or startup environments (or equivalent hands-on experience).
• A-Levels or Polytechnic Diploma preferred.
• Commitment to work diligently and independently
• Remote working is expected 75% of time
•  High percentage of work is conducted over weekends and/or public holidays
• Strong analytical and problem‑solving skills.
• Excellent communication skills and stakeholder management.
• Proficiency with spreadsheets and basic analytics tools (Excel/Sheets, dashboards).
• Ability to work independently and manage multiple tasks simultaneously.
• Ability to adapt to a very dynamic and fluid environment.
•  Be prepared to operate in an unstructured and unpredictable environment.
• High attention to detail and a strong sense of ownership.

Good‑to‑have

• Experience in marketplace platforms (e.g., e‑commerce, services platforms, booking portals).
• Familiarity with CRM, ticketing systems, CMS tools, or no‑code platforms.
• Startup experience, comfort with fast iteration, and ambiguity.
• Basic understanding of UX flows and product feedback loops.

What We Offer

• Opportunity to be part of the early core team of a rapidly scaling startup.
• Close collaboration with founders and cross‑functional leaders.
• Exposure to multiple aspects of marketplace operations and growth.
• Flexible, growth‑oriented culture with room for progression.
• Competitive compensation and performance‑based incentives.