Manager, Enterprise Onboarding

About Feedonomics - A Remote-First Company

Have you ever wondered how companies list their products on Amazon? Or how Google knows which products are in stock in a store near you? How about how your order gets to your door when you buy from a third-party merchant on Amazon? That’s where Feedonomics comes in!

As a leading product feed management platform, Feedonomics works with agencies, brands, and retailers to optimize and list products on the top e-commerce shopping destinations around the world.

What makes us different from other SaaS companies in the space?

We manage everything from onboarding to ongoing feed maintenance for our clients, enabling them to expand their e-commerce business more efficiently.

Since its inception in 2014, Feedonomics has developed an incredible reputation for our full-service approach to feed management, our inclusive culture, and our industry-leading technology. With principles that go beyond optics, Feedonomics looks to deliver the same people-first strategy internally as we do externally.

The Global Operations team at Feedonomics

The Global Operations team at Feedonomics is an incredible group of Feedos who work to ensure our clients have THE best possible experience at Feedonomics. The support side of the team handles both inbound reactive customer support and outbound proactive client success with a focus on quality. Our Global Operations for Marketplaces team is an outstanding team supporting clients listing their products on top shopping destinations like Amazon, eBay, Walmart, and Target Plus! Just listing on these shopping destinations doesn’t translate to immediate success and it is our Marketplace Operations team who is there to support each client along their marketplace journey. Our stellar global operations team and support specialists are available 24/7, enabling Feedonomics to create a full-service feed management experience for advertisers.

The Role

The Marketplaces Manager, Global Operations trains and coaches the Enterprise Feedonomics Onboarding and Feed Build teams, ensures successful client implementation and promotes our Feedonomics culture. In addition, you will be providing guidance regarding the Feedonomics platform, FeedAMP, and the many Marketplace channels we support. This managerial role requires you to work closely with our Leadership Team to provide updates on the Marketplace Ops team. This position will manage our Feedonomics Marketplace Channel business with the goal of “best in class”; this includes, management of client relationships, partnerships and escalation management, client retention, and solving operational problems. The ability to build partnerships with all stakeholders in Operations is essential to ensuring alignment in how we fulfill our clients’ needs. You will be required to have strong critical thinking and problem-solving skills. This role reports directly to the Director of Marketplaces.

The Responsibilities

• Provide people and process leadership for the Marketplace Ops team by being accountable for monitoring KPIs and performance to ensure the team is meeting operational goals and client expectations
• Partner with team Supervisors and Solutionists to troubleshoot complex problems and provide sustainable solutions for our clients
• Ensure team processes and platform best practices are followed and are most efficient
• Create root cause analysis documentation to perform root-cause analysis on client escalations, then extract learning opportunities to improve the quality of service, partnering with the Director of Marketplaces to bring client concerns to a resolution
• Familiarize and stay up to date with relative technical components and concepts utilized within the Feedonomic platform (CSV, XML, Scripts, API, etc.) in order to appropriately service each client’s unique setup, including Marketplace taxonomies
• Suggest new improvements to technology that will directly enhance user and client experience
• Day-to-day cross-collaboration with Product as an Ops liaison that can communicate project needs back to the broader Operations team and disseminate work appropriately
• Ensure client support is continuously available by managing a portion of on-call weekend shifts and taking on urgent requests when needed
• Facilitate team meetings and conduct one-on-one sessions with employees, fostering a supportive team environment. Ensure the overall well-being and cohesion of the team
• Communicate effectively internally and externally, ensuring accurate and timely response

The Requirements

• 3+ years direct people management experience in Operations
• 3+ years of eCommerce data feed management experience
• Excellent written and verbal communication skills
• Experience in identifying and improving processes and procedures
• Ability to build, motivate, and develop strong technical teams by motivating others to meet and exceed job expectations
• Strong relationship management, organizational, and project management skills
• Ability to thrive in a fast-paced, multi-tasking environment, and to manage multiple priorities
• Accountability, ability to own responsibilities and produce desired outcome

What's in it for you?

• Remote work set-up
• Competitive pay
• Unlimited PTO for salaried positions and up to three weeks for hourly employees
• Medical, dental, vision (VSP) insurance, HSA, FSA, life insurance, and more
• Monthly half-day Fridays (yes, really!)
• 401K retirement plans
• Family benefits, such as parental leave, transition benefits for new parents, newborn sick leave, adoption assistance, pet insurance, and more
• Feedonomics certifications
• Virtual and in-person team events
• FeedoFUNds, a dedicated budget to foster and build relationships across the company for team events
• Referral bonus program

Here at Feedonomics, we believe in giving back to our employees as well as the community by engaging in philanthropic events and providing days off to volunteer. We are also committed to our employees' well-being by offering employee assistance programs, access to a wellness app, and diversity and inclusion resource groups.

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