Jobs > Operations

Head of Marketplace Operations

Los Angeles, CA / Remote

Lead operations and scaling of Lumi's manufacturer marketplace

About Lumi

Lumi is building a marketplace for manufacturing, starting with ecommerce packaging. Our goal is to make it easy for brands to access factories and work with them. 

Hundreds of factories globally use Lumi to make their capabilities available to brands. More than 200M units have been produced on our marketplace to date.

By joining Lumi you will have a front row seat to the rapidly changing way people buy things, and the supply chain behind everything that gets shipped to your doorstep. Learn more →

About the role

Every marketplace is faced with a similar chicken or egg problem: customers will only use it if suppliers are present, and suppliers will only use it if customers are present. Breaking through that chicken or egg problem is the focus of this role.

In the beginning you will be involved in the success of individual users so that we can uncover roadblocks and provide both parties a successful first transaction. Over time, this role becomes about creating a scalable playbook for expansion opportunities into more markets.

This role is focused on growing the number of successful transactions on the marketplace. The inputs involve a relentless focus on identifying roadblocks that prevent transactions from occurring. Friction points that are discovered should result in structured outputs that other teams can help execute on.

What you'll do

  • Own reporting to the leadership team and wider company on key marketplace metrics.
  • Develop and manage the marketplace support team
  • Build processes for timely responses to support tickets and proactive outreach to customers and suppliers to prevent delays
  • Identify opportunities for improvements on the platform, documentation, and resources. Make actionable, data-driven recommendations based on your findings
  • Provide structured feedback to teams, including data, user feedback, and suggested solutions
  • Help establish and benchmark the success factors that can be used to improve matches through better supplier ranking, e.g. response time, quality of service, competitive pricing, etc
  • Research strategies and tactics from other B2B and B2C marketplaces that can be incorporated into our process
  • Survey users to understand both what they like and dislike about using Lumi
  • Build and maintain dashboards to track the performance of users on the marketplace, from live monitoring of activity to cohort analysis.

About you

You’re a zero-to-one type of person who has probably held some pivotal roles in other fast growth companies. It might be hard to describe your skillset — while you’re a generalist, you have the ability to focus intensely on the success of each new project you set your sights on.

You may have held a Chief of Staff, Special Projects, or Operations Role at a high growth company and have experience in the trenches trying to build something from scratch. Without a doubt, you’re deeply committed to understanding customer needs and excited to evangelize them across teams. Collecting, interpreting and translating data into actionable recommendations excites you. You have an entrepreneurial spirit and bias for action, but you understand the importance of building with a well developed framework and process.

  • 5+ years experience in a multi-faceted strategic, operational, or growth role with significant project management responsibilities
  • Understanding of online marketplaces, e-commerce operations & supply chain
  • Excellent analytical skills, ability to manipulate, visualize and interpret data using Excel and other BI tools like Looker preferred
  • Well developed communication skills, ability to explain complex problems and share recommendations with diverse stakeholders across teams
  • Highly self-motivated, comfortable with changing priorities, and a level of ambiguity in a fast-paced environment
  • Strong project management and influencing skills, ability to drive results and manage deliverables according to a timeline
  • Familiarity with G Suite, Salesforce CRM, and other cloud operations platforms including Zendesk, Netsuite ERP

What we offer

  • Competitive salary
  • Stock options
  • Paid time off
  • Comprehensive medical, dental, and vision benefits
  • SIMPLE IRA retirement plan
  • Top of the line computer equipment

What we look for

Our team is made up of people from diverse backgrounds, often working remotely across the world. We believe cross-pollination is one of the best ways to foster community and new ideas. For that reason we encourage people from all backgrounds to apply to any of our positions.

Creating a great environment for everyone on the team is something we care deeply about. There are a few qualities we look for in anyone joining Lumi. Here are some of the questions we'll be asking ourselves when reviewing your application:

  • Curiosity: Your role will evolve as time goes on. Do you have an eagerness to learn new skills, adapt to new situations and get out of your comfort zone?
  • Communication: Whether it is in written or spoken form, are you able to communicate clearly and concisely with others?
  • Empathy: Do you collaborate well with others? How do you deal with disagreements? Do you relate to the challenges we seek to solve for our customers?
  • Work ethic: Do you have a can-do attitude? In the ever-moving world of supply chain, will you do your best to not keep others waiting? Can we rely on you to bring rigor and enthusiasm necessary to your work?
  • Good taste: Are you attentive to details? Do you care about creating an elegant, pleasant experience for customers and those around you?

Note that due to the volume of applications we are not able to reply to everyone. Rest assured, we do read every application. Thanks for considering us!