Flex is building a two-sided, tech-first logistics marketplace connecting customers with trusted local independent drivers and movers. The Operations Manager, Marketplace will own critical day-to-day marketplace operations across the full partner and job lifecycle—from candidate activation and funnel performance, to job fulfillment, support, and execution quality. This role is focused on making sure marketplace supply is activated quickly, prepared for success, and consistently able to claim and complete jobs at a high standard. This person will drive operational performance across Activation/Funnel, Job Fulfillment, Support, process design, tooling, and continuous improvement. The ideal candidate is highly operational, systems-minded, and comfortable building structure in a fast-moving environment.

Key Responsibilities

Marketplace Operations Ownership

• Own core marketplace operational workflows that drive supply readiness and job execution
• Ensure candidates are activated efficiently and prepared for their first job
• Help ensure marketplace jobs are claimed, staffed, and executed successfully
• Support day-to-day marketplace health across supply, fulfillment, and support
• Identify operational breakdowns and implement scalable fixes quickly

Activation & Funnel Management

• Own operational performance across the activation funnel from application through approval and first job
• Reduce time-to-activate and improve activation rate and first-job conversion
• Identify and eliminate friction points across screening, verification, training, and readiness
• Ensure candidates understand requirements and are operationally prepared to start successfully
• Partner across teams and systems to improve funnel speed, visibility, and conversion

Job Fulfillment & Execution

• Support job fulfillment operations to improve claim rates, fill rates, and execution reliability
• Help ensure jobs are posted, surfaced, and supported in a way that drives strong claim performance
• Monitor fulfillment gaps, operational exceptions, and at-risk jobs, and drive corrective action
• Build and refine operational processes that improve job coverage and completion outcomes
• Partner with internal teams to improve readiness, communication, and execution quality across marketplace jobs

Support Operations

• Help manage support workflows for candidates and active marketplace partners
• Improve responsiveness, resolution quality, and escalation handling across activation and live job support
• Create structure for issue triage, handoff, and resolution across operational support channels
• Identify recurring support issues and turn them into process, tooling, or product improvements

Process, Tooling & Automation

• Design, improve, and document scalable operating processes across marketplace operations
• Build and maintain workflows using tools such as CRM/ATS platforms, automation tools, dashboards, and internal systems
• Reduce manual work through automation, better tooling, and clearer operational ownership
• Establish SOPs, QA mechanisms, and service standards for key operational workflows
• Partner with Product and Engineering to translate operational pain points into system and tooling improvements

Data & Performance Management

Track and improve core marketplace operational KPIs, including:

• Time to activate
• Activation rate
• First-job conversion
• Job claim rate
• Fill rate
• Support response and resolution performance
• Execution quality and early-life partner reliability
• Provide weekly reporting, root-cause analysis, and operational recommendations to leadership
• Use data to identify performance gaps and prioritize operational improvements

Qualifications

Required

• 4+ years of experience in operations, marketplace operations, supply operations, logistics, customer support, onboarding, or related roles
• Experience managing operational processes in fast-paced environments
• Strong analytical skills with experience using dashboards, spreadsheets, SQL, or other reporting tools
• Hands-on experience improving processes and building operational structure
• Experience working with automation tools such as Zapier or similar platforms
• Proven ability to manage multiple workflows, solve problems quickly, and execute with urgency
• Strong communication and cross-functional collaboration skills

Preferred

• Experience in gig economy, logistics, mobility, labor marketplaces, or other two-sided marketplaces
• Experience with activation, onboarding, job fulfillment, or support operations
• Familiarity with CRM/ATS systems, workflow tooling, and operational queue management
• Experience partnering with Product and Engineering to improve internal tools or user workflows

Success Metrics (First 6–12 Months)

• Reduce average time-to-activate
• Increase activation rate and first-job conversion
• Improve claim rate and fill rate across marketplace jobs
• Improve operational readiness of newly activated partners
• Improve support responsiveness and issue resolution quality
• Implement scalable processes and tooling that reduce manual work
• Help enable supply growth aligned with marketplace demand

Why Flex

• Build the future of a national logistics marketplace
• Own high-impact operational functions at the center of marketplace growth
• Help scale the systems, workflows, and support that power partner success
• Join a fast-moving team solving real operational challenges with technology
• Mission-driven work enabling flexible earnings for thousands of workers