Marketplace Strategy and Operations Manager

About Us

We are a San Francisco based company founded in 2003. Our mission is simple: we help people. We have democratized professional services by connecting customers with verified and vetted Experts who provide reliable answers at any hour and on any budget. JustAnswer members enjoy round-the-clock access to 12,000+ doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. In the last 15 years, we have helped 10 million customers in 196 countries by answering more than 16 million questions. Our investors are Charles Schwab, Crosslink Capital, and Glynn Capital Management. 

Our Culture  

With 500+ employees spread around 3 continents and a Glassdoor rating of 4.5 (Oh yes, check it out here!), we are growing at an amazing pace. Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include team lunches, delivered-to-your-home monthly snack boxes, corporate philanthropy and matching gifts, monthly tech allowance, medical/dental/vision, 401K with matching, access to JustAnswer's 12,000+ verified Experts, and more.  Best of all, you get to work at a hot company that’s (drum roll, please) profitable! 

The JustAnswer Promise

We strive together to make the world a better place, one answer at a time. JustAnswer's mission is to help people. We do this by connecting our members with verified Experts to help answer life's questions and solve problems. It’s not every day in your life that you get to be a part of a simple yet powerful mission. We pride ourselves in doing things the JA Way.

• Data driven: Data decides, not egos
• Courageous: We take risks and challenge the status quo
• Innovative: We 're constantly learning, creating, and adapting
• Lean: We embrace lean testing and the learning we gain
• Humble: Past success is not a guarantee of future success

If these things matter to you, come join the team here at JustAnswer!

About The Role

We are looking for a Marketplace Strategy & Operations Manager that will connect highly motivated and engaged Experts with Customers to deliver a world class outcome. You will excel in this role if you like to drive business performance, have a strong bias towards action, and enjoy leading initiatives resulting in greater customer outcomes. 

Duties and Responsibilities

• Monitor real time business performance to achieve question fulfillment goals  
• Drive strategy and identify gaps and opportunities to optimize marketplace fulfillment  
• Build scaleable and repeatable analytics and operational processes to identify and respond to marketplace trends in real-time 
• Track Marketplace Expert activity and analyze the impact on response rates and speed, and identify supply gaps 
• Manage and test incentives and payments to increase question fulfillment performance 
• Implement solutions that support overall goals of driving questions to high quality Experts 
• Partner cross-functionally with product to identify, build, and leanly test profitable opportunities to match, route, and price questions so they are promptly answered by Experts 

Qualifications

     Skills

• 4+ years of work experience in business operations, marketplace management 
• Data driven, critical thinker with good time management and multi-tasking skills 
• Results driven with a track record of achieving ambitious targets using both scrappy and integrated product solutions  
• Accountable and proactive; able to steer projects and initiatives with minimal supervision 
• Highly organized, detail oriented, and able to meet deadlines in a fast paced and dynamic environment 
• Excellent verbal and written communication skills, including use of Outlook, Teams, Powerpoint, and Excel 

     Collaboration

• Ability to work both independently and collaboratively
• Promote co-creation and encourages others to participate; works smoothly across all levels and departments
• Manages time and meetings effectively, properly leveraging managers' time

     Communication

• Excellent interpersonal and service-oriented skills
• Proactively shares appropriate level of information across teams
• Actively listens to others and ensures they are understood

     Leadership

• Strong project management and organization skills
• Self-starter who is action-oriented and leads by example
• High-level of accountability and acts an owner, develops effective short and long-term plans and goals
• Provides timely, effective and meaningful feedback that motivates others to improve performance
• Builds and/or supports a high performing team; recognizes and rewards achievement