The Marketplace Operations role at Tiki is responsible for managing and optimizing seller operations on the platform. The main goal of this role is to ensure timely order delivery and enhance both customer and seller experiences. This position requires a combination of analytical skills, operational management expertise, and the ability to tackle and adapt to diverse challenges.
Job description:
Marketplace operation management
Operational Management:
Monitor seller performance metrics and KPIs.
Provide support and solutions to sellers facing operational challenges.
Implement processes to ensure timely and accurate order fulfillment.
Provide support and advice to sellers on Tiki’s processes and policies.
Address issues arising in the sales and operational processes.
Provide support and solutions to internal departments related to operation issues to achieve total commercial goal.
Manage required operation systems.
Process Improvement:
Conduct deep-dive analyses to identify areas for improvement in seller operations.
Develop and implement strategies to enhance efficiency and optimize operational workflows.
Collaborate with cross-functional teams to streamline processes and resolve bottlenecks.
Compliance and Quality Assurance
Manage and enhance platform policies.
Ensure sellers comply with Tiki’s standards and policies.
Conduct regular audits to maintain high-quality service delivery.
Address and resolve non-compliance issues promptly and effectively.
Seller communication
Communicate new policies, regulations, and compliance requirements to sellers.
Capture feedback from sellers and collaborate with relevant departments to resolve issues and obstacles.
Support internal departments in conducting periodic surveys to assess the selling experience, identify issues, optimize operations, and enhance the seller experience.
Maintain the Seller Academy and update relevant policies and regulations to help sellers better understand the platform's requirements.
Data Analysis and Reporting:
Prepare regular reports on seller performance and operational metrics.
Use data insights to drive decision-making and problem solving.
Analyze data to identify trends, opportunities, and areas for improvement.
Other Responsibilities
Perform additional tasks as required by senior management.
Execute specific operation projects
Qualifications:
Education: Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or a related field.
Experience:
Minimum of 3-5 years of experience in operations management, e-commerce, or a related field.
Experience working with sellers or vendors in a high-paced environment is preferred.
Skills:
Strong analytical and problem-solving skills.
Excellent communication and interpersonal abilities.
Proficiency in data analysis and reporting tools.
Ability to work independently and as part of a team.
Strong organizational and multitasking skills.
Proficiency in MS Office Suite, SQL/Bigquery (preferred) and familiarity with e-commerce platforms.