About the Role
As a Marketplace Experience (MX) Partner Experience Sr. Project Manager, you will play a key role in optimizing Partner Support Operations globally and improving the partner journey across our different support channels. You will combine data-driven problem solving, strong stakeholder management and exceptional project execution to identify opportunities, prioritize what matters most and turn complex operational challenges into scalable solutions.
Responsibilities
•Analyze service performance data and conduct deep dives to uncover operational inefficiencies, service gaps and root causes across markets.
•Identify and prioritize opportunities based on their potential impact on key business metrics, balancing data, business context and effort to focus resources on the initiatives that matter most.
•Identify and lead initiatives to improve key metrics, including partner satisfaction, contact ratio, service-related costs and partner churn.
•Own projects from problem identification and hypothesis validation through execution, rollout and impact tracking, ensuring clear ownership, timelines and next steps.
•Coordinate multiple initiatives and stakeholders in parallel, creating clear priorities, action plans and follow-ups to ensure nothing falls through the cracks.
•Create and optimize operational processes and propose self-service improvements across HelpCenter and Partner Support flows.
•Work closely with Commercial teams to understand partner needs and ensure our support processes enable a great partner experience while remaining efficient and scalable.
•Contribute to the rollout and adaptation of new service processes and product solutions across markets, identifying solutions that can be replicated and scaled globally.
Requirements
•Strong analytical and data-driven mindset: you can independently query and analyze data, conduct deep dives and translate insights into practical operational improvements. You know how to distinguish between what is interesting and what actually moves the needle, and make decisions based on data combined with strong business judgment.
•Exceptional organizational skills: highly structured and able to bring order to complexity. Able to take inputs from different projects, stakeholders and workstreams, organize them into clear priorities and turn ambiguity into concrete next steps, owners and timelines.
•Strong stakeholder management: comfortable influencing without authority and coordinating multiple stakeholders across Commercial, Operations, Legal, Finance and Product/Tech. Able to align different perspectives and drive decisions.
•Project Management expertise: experience managing initiatives end-to-end, from identifying problems and validating hypotheses to executing solutions, managing stakeholders and tracking results.
•Prioritization skills: able to manage multiple competing priorities, make trade-offs and focus time and resources on the initiatives with the highest business impact.
•Problem-solving: strong ability to break down complex operational problems, identify root causes and design practical, scalable solutions while ensuring compliance with market regulations.
•Experience: 2–4 years of experience in project management, consulting, operations or similar roles in fast-paced environments.
•AI mindset: actively uses AI to improve own productivity and identifies opportunities to leverage AI to increase operational efficiency, reduce costs and improve the quality and scalability of processes.
•Ownership & adaptability: high ownership, bias for action and ability to thrive in an ambiguous, fast-paced environment.
•Education: Bachelor's degree in Engineering, Business or a related field.
•Language: Fluent in English.
Conditions
No conditions stated in the posting.
