Manager, Marketplace Performance & CX Insights

We are seeking a Manager, Marketplace Performance and CX Insights to drive customer experience excellence by uncovering gaps in customer journey, driving seller performance, and streamlining operations with automation. You will be leading a team to collaborate with cross-functional teams to transform deep data insights into scalable, high-impact operational improvements.

Key Responsibilities

1. Merchant Policy Management and Compliance

• Design, review, and continuously improve e-commerce platform policies for merchants covering stock availability, delivery performance, and product quality to ensure good customer experience.
• Monitor merchant performance and compliance; investigate non-compliance root causes and recommend corrective actions and enforcement, providing regular reports on key metric to share with internal team and merchants.
• Collaborate with the business teams to build an...