Head of Marketplace Operations
Job Description
Porch Group is a family of technology and SaaS companies that offer innovative software and service solutions to more than 14,000 companies across the country.
Our mission is to completely transform the way people buy, sell, move, and manage their homes throughout their home journey. Sure, it's a tall order to transform a $320 billion industry, but we're already well on our way. Since we were founded in 2013, we've stuck to our values and our commitment to foster a "No Jerks, No Egos" culture, which is a big reason we've gone from a scrappy startup to a Nasdaq-listed company and the industry-leading partner for the home in less than eight years.
At Porch, no two days will ever be the same and you'll have the opportunity to help solve big problems, with a refreshing balance of team support and ownership of your work.
The future is bright for the Porch Group, and we'd love for you to be a part of it, as our Head of Marketplace Operations (HireaHelper Marketplace). The Moving Group is made up of 4 companies that Porch has acquired: HireAHelper, SML, Moving Staffers and Moving Place.
As the Head of the Moving Group’s Marketplace Operations, your primary responsibility will be to manage and optimize the sales and fulfillment operations of the call center. Secondarily, you will oversee select aspects of the marketplace website operations focused on compliance and driving online changes to improve the offline, call center experience. This role will require you to develop and implement strategies to ensure the consumer (those looking for moving solutions) and customer (those providing moving solutions) experience is consistent with the overall company strategy and values, and drive initiatives that maintain this alignment. You will personally execute as well as hire, develop, and lead a diverse team of professionals focused on ensuring our consumers’ and our customers’ needs are exceeded. You will create, manage and review the Marketplace operations budget as well as key performance indicators (KPIs). You will have responsibility for hitting Marketplace Operations' overall goals and KPIs. You will also drive communication around Marketplace Operations' current state and future growth opportunities with key organizational stakeholders to ensure alignment and transparency. You will ensure Marketplace Operations continues to evolve and is enhanced through employee empowerment, innovative best practices, and automation.
What You Will Do
Oversee and lead the call center and operational teams driving sales, service, performance management, quality assurance, training, and workforce planning.
Attract, coach, develop and retain a diverse, high-performing team.
Transform strategic thinking into executable insights. Improve sales and service excellence through the identification and execution of initiatives that drive efficiency, scale, and a seamless consumer and customer experience.
Focus on the performance, culture and contact center processes to consistently achieve productivity goals, SLA performance, and consumer/customer satisfaction targets.
Ensure an efficient and consistent set of processes and procedures.
Create, document and implement best practices
Review key performance indicators (KPIs) and drive corrective and improvement actions based on KPI data.
Develop and oversee the contact center operating budget, strategic plan and workforce staffing model.
Integrate organizational goals into the call center employees’ compensation, measurement and training to drive sales, service and moving service provider initiatives.
Optimize and integrate technology required to support and grow the call center.
Be involved and lead the closure of the highest level/most complex consumer and customer issues
Encourage and contribute to the culture and values of Porch.
What You Will Bring
10+ years of relevant experience in operations
Bachelor's Degree in business, operations, or related field. Advanced degree a plus.
Excellent leadership, management, team-building, and organizational skills
Strong analytical skills with the ability to use data and metrics to drive action
Ability to think strategically and execute methodically
Proven experience in uncovering, driving, and implementing process improvements
Ability to communicate and present clearly, concisely, and assertively (written and orally)
History of driving stakeholder alignment on a common vision and execution plan
Adaptable, flexible, and able to lead/manage the organization through change
Experience leading and managing a mix of contractors and employees
Strong technology background in call center operations with demonstrated experience in workforce planning
Willingness to roll up your sleeves, solve every problem, learn, and get the job done
A leader who is customer-obsessed and puts the customer at the center of everything you do
Detailed knowledge of customer service systems and processes
Excellent financial, budgeting, planning, and cost control
Strong ability to influence and build relationships across multiple business disciplines
Location: Remote
Travel: <10%
What’s next?
Submit your application and screening questions below and our Talent Acquisition team will be reviewing your application shortly! If your resume gets us intrigued, you can expect a call from us over the next couple of weeks. After that, we will invite you to another 2 or 3 video interviews. What's important to call out is that we want to make sure not only that you're the right person for us, but also that we're the right next step for you, so come prepared with all the questions you have!