[Remote] Senior Marketplace Delivery Team Manager

🌍 Remote, USA 🎯 Full-time 🕐 Posted Recently

Job Description

Note: The job is a remote job and is open to candidates in USA. Smartcat is building the future of work with a focus on Agentic AI, enabling enterprises to create high-performing hybrid workforces. The Senior Marketplace Delivery Team Manager will oversee the marketplace onboarding experience and ensure successful adoption across the customer lifecycle, emphasizing operational ownership and quality delivery.

Deliver full onboarding and continuous improvement coverage for new and existing customers using the Smartcat Marketplace
Leverage Smartcat's automation technologies to reach 90% workflow automation across supported accounts
Ensure 100% SLA compliance for quality and on-time delivery, stepping in when needed
Build and maintain trusted vendor teams, enabling them with Smartcat AI tools and best practices
Partner with GTM Account teams to scope requirements and align on goals, quality expectations, formats, and workflows
Deliver marketplace training, ensuring customers understand how to create, manage, and assign projects efficiently
Configure and automate workflow steps including freelancer assignment, vendor management, and workspace settings
Support payment workflows, including facilitating payments to freelancers, and ensuring compliance with payment guidelines
Monitor freelancer capacity, performance, and specialization to match project requirements
Utilize Smartcat AI for supplier selection, supplementing with manual sourcing for rare language pairs or niche domains
Support manual quote creation when applicable
Build and maintain pools of trusted linguists and teams
Set up and manage language assets (TMs, glossaries, style guides) and QA automation tools
Coordinate sample reviews and independent quality checks
Monitor delivery progress, mitigate risks, and intervene to protect SLAs
Lead issue resolution and escalation management when necessary
Help define success criteria, timelines, and workflows during POCs
Ensure smooth execution and help demonstrate value to accelerate customer decisions
Work closely with CX, Product, Engineering, and Account teams to deliver customer outcomes
Submit actionable bug reports, workflow insights, and technical feedback
Identify recurring customer needs and influence product roadmap priorities
Serve as an internal and external advocate for marketplace best practices
Act as a key advocate of the Smartcat Marketplace, promoting its value, scalability, and efficiency in customer engagements and internal discussions
Collaborate closely with Sales and Account teams to design competitive, scalable, and customer-centric marketplace-based business proposals
Contribute to solution design during pre-sales by validating marketplace feasibility, risks, and delivery models
Support Sales in positioning the marketplace as the optimal delivery approach, providing operational insights and best practices
Help refine commercial and delivery assumptions (pricing, resourcing, workflows) to ensure proposals are realistic, competitive, and aligned with customer needs
Provide feedback to GTM teams on recurring customer objections, opportunities, and marketplace adoption barriers

5+ years of experience in project management, vendor management, supply chain management, or operations
Proven ability to scope projects, allocate resources, manage risk, and track delivery performance
While not as technically focused as a developer or engineer, a Marketplace Delivery Manager should have a good understanding of technical concepts related to translation technologies being able to leverage AI tools to streamline current processes
Proven ability to deliver support, training, and adoption initiatives
Entrepreneurial mindset with curiosity, problem-solving ability, and collaborative approach
Excellent communication skills with experience presenting to different audiences
High attention to detail and strong customer empathy
Ability to work under pressure and tight deadlines
Integrity and full commitment
Comfortable working with remote, multicultural teams
Openness to constructive feedback and the opinions and ideas of others
Fluent English (additional languages desirable)
Experience working with large pools of freelancers/vendors or marketplace environments
Experience with marketplace environments or large vendor/freelancer pools is a strong plus
Certification in project management, such as PMP (Project Management Professional), is a plus

Fully remote team
Be part of an AI Native Organization
Innovating a $100 Billion industry
Join the rocketship to scale-up 10x and beyond together
Smartcat Culture Where Diversity Meets High Performance

Smartcat is an all-in-one platform connecting businesses and translators into a continuous translation delivery loop. It was founded in 2016, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.smartcat.com.

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