Vice President – Marketplace Operations

Gametime

Vice President redesigning AI-powered post-purchase operations for Gametime’s live-event ticket marketplace. Driving customer experience, reliability, margin improvement, and product feedback loops.

Posted 8/7/2026full-timeRemote • 🇺🇸 United StatesLead💰 $260,000 - $330,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in architecting and implementing AI-powered customer experience systems, with a strong focus on improving operational metrics and cost efficiency. Proven ability to translate customer signals into actionable product roadmaps and lead cross-functional teams to drive post-purchase improvements.

Highest-signal resume keywords

AI-Powered Customer Experience SystemsProduct Requirements WritingPost-Purchase Metric ImprovementCX Operations Unit EconomicsLeadership in Consumer Marketplaces

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

AI System ImplementationProduct Roadmap DevelopmentMetric Tree ConstructionCost-Per-Order OptimizationCancellation Rate ReductionDispute Resolution ImprovementData AnalysisProcess RedesignRoot-Cause AnalysisVendor Selection

Soft Skills

Executive PresenceInfluencing StakeholdersCross-Functional CollaborationCommunication SkillsTeam Leadership

Tools & Technologies

ChatbotsEmail AutomationVoice SystemsDashboardsAlerting Systems

Industry Keywords

Consumer MarketplacesTicketingTravelCX InfrastructureExperiential Commerce

About the role

Key responsibilities & impact

Architect and own conversational AI systems, including chatbots, email automation, voice, and proactive outreach, to resolve fan issues without human intervention
Write product requirements and drive AI CX system implementation through Engineering and Product
Translate customer experience signals into ranked product work and partner with Product to prioritize and ship fixes
Build metric trees, dashboards, and alerting for real-time post-purchase observability
Own post-purchase operations unit economics and reduce CX cost-per-order through AI deflection, process redesign, and root-cause elimination
Improve cancellation rate, on-time delivery, CX contact rate, dispute resolution, and transfer reliability
Re-architect team operations to increase leverage through AI
Influence Product, Supplier Ops, and Product Ops on post-purchase improvements, supplier accountability, operating cadence, tooling, and processes
Deliver a deployed AI deflection system, post-purchase metric tree, structural margin improvement, product roadmap, and reshaped team in year one
Report directly to the CEO and serve on the leadership team

Requirements

What you’ll need

Personally built or driven implementation of AI-powered customer experience systems at a company at scale
Ability to write product requirements and hold Engineering accountable for shipping AI CX systems
Experience shaping product roadmaps from customer experience signals
Track record of personally moving cancellation rate, contact rate, CSAT, or comparable post-purchase reliability metrics
Understanding of CX operations unit economics and experience improving cost-per-order through system design
7+ years operating in consumer marketplaces, ticketing, travel, or similar businesses
Understanding of supply-side root causes of customer problems
Executive presence and comfort owning a board narrative and making the case for CX infrastructure investment
Bonus: live events, ticketing, or experiential commerce background
Bonus: direct experience building a CX AI platform from scratch, including vendor selection, integration, prompt design, QA, and iteration
Bonus: experience establishing a function’s operating cadence, including metric tree, WBR, QBR, and escalation paths
Bonus: experience leading a CX or operations organization of 25–50 people
Bonus: experience connecting supplier behavior data to post-purchase outcomes

Benefits

Comp & perks

Equal opportunity employer committed to an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together