Senior Manager, Contact Center Operations
Google Fiber
VP of Marketplace Operations
Toptal
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Act as the chief architect and operator of Toptal’s two-sided Marketplace, owning end-to-end performance
- Drive strategy, structure, and execution to scale the Marketplace with precision and excellence
- Build operational frameworks, systems, processes, and teams to enable high-quality, high-velocity matches between talent and clients
- Design and implement infrastructure enabling the Marketplace to operate as composable services integrating across Toptal’s ecosystem
- Lead cross-functional teams spanning supply, demand, quality, and experience and ensure organizational alignment
- Develop processes to optimize talent supply against planned and targeted demand while ensuring talent satisfaction
- Apply data and analytics insights to inform business decisions and iterate on processes
- Implement performance frameworks so each process step has effective measures or KPIs
- Review and enhance training materials and career paths for Talent Operations roles
- Develop feedback loops, procedures, and guidelines to ensure appropriate talent placement to clients
- Optimize talent screening quality and bandwidth to meet established guidelines
- Collaborate with Executive, Marketing, Finance, and Product teams to align incentives, compensation, and product requirements
- Strengthen Talent Operations infrastructure for long-term scalability and client satisfaction
Requirements
- Minimum 10 years experience effectively managing large-scale, multi-faceted operations with supply/demand components
- Ability to formulate and successfully execute upon business unit Key Performance Indicators
- Proven ability to effectively apply analytics and business insights to the creation of strategic plans and executive decision-making
- Understanding of Data Architecture and Analytics toolkits and languages
- Demonstrated success with developing and deploying process improvement and workflow enhancements
- Financial acumen to develop and manage pricing strategies that project and optimize ROI in a two-sided market
- Experience working with Finance to formulate compensation programs
- Experience working with Product Managers to deliver requirements supporting workflow and operational processes
- Experience with development of risk management processes to detect and prevent fraudulent activities
- Must have the ability to promote collaboration and proactively communicate with different stakeholders
- Experience in recruiting, outsourcing, and/or talent space is a plus
- You must be a world-class individual contributor
- Resumes and communication must be submitted in English
- Regularly and reliably attend scheduled virtual team meetings on camera
- Work independently with minimal supervision
- Use all required digital collaboration tools
- Prioritize and self-manage workflows and deadlines
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data architectureanalyticsprocess improvementworkflow enhancementsfinancial acumenpricing strategiesrisk managementKPI formulationbusiness insightsstrategic planning
Soft skills
collaborationcommunicationorganizational alignmentindependent workproactive communicationteam leadershiptalent satisfactionfeedback developmentproblem-solvingself-management
