Flex is transforming the fragmented $90B+ moving, storage, and last-mile delivery industry into a seamless, technology-driven experience. Our two-sided marketplace connects customers with a nationwide network of independent drivers and movers.

As Program Manager, Marketplace Quality, you will own the programs that drive provider quality, reliability, and performance across Flex's marketplace. You'll get into the field to understand our services firsthand, establish quality standards across reliability, customer ratings, and job execution, and build scalable programs that ensure providers are qualified, trained, and incentivized to deliver exceptional customer experiences.

This role requires strong technical and analytical acumen to partner closely with Product, Engineering, Data, and Operations to design and implement algorithmic quality management systems, gamification, provider scoring, and automated performance programs. You'll help shape how provider performance influences ratings, incentives, earnings opportunities, badges, and job prioritization, creating a marketplace where high-quality service is consistently rewarded and underperformance is addressed at scale.

This role is open to USA remote, with need-based travel to our offices and operating markets. Applicants must be authorized to work full-time in the US without visa sponsorship.

Core Responsibilities

• Marketplace Quality & Reliability: Develop measurable quality standards across service execution, on-time arrivals, fulfillment, cancellations, no-shows, and customer satisfaction.
• Field Quality & Service Standards: Spend time in the field understanding Flex's services, evaluating job execution, identifying quality gaps, and translating insights into network-wide standards.
• Scoring & Gamification: Design provider scoring systems, performance tiers, badges, rewards, and incentive programs that link quality and reliability to earnings opportunities and job prioritization.
• Algorithmic Quality Management: Partner with Product and Engineering to develop automated performance monitoring, quality-based matching, accountability mechanisms, eligibility controls, and remediation workflows.
• Training & Qualifications: Own provider training, certifications, qualification standards, and ongoing eligibility requirements.
• Performance Management: Build scalable quality audits, performance monitoring, and improvement programs that reward strong performance and address recurring service failures.
• Cross-Functional Execution: Partner with Product, Engineering, Data, and Operations to translate quality strategies into scalable technology solutions and measurable outcomes.

Key Requirements

• Marketplace Experience: 4+ years in marketplace operations, supply quality, or program management, with direct experience designing and managing quality programs within a gig economy or two-sided marketplace.
• Quality Systems: Proven experience developing provider scoring, ratings, gamification, incentive, or automated performance management programs.
• Technical & Analytical Acumen: Strong ability to work with data, define scoring logic and automated decision frameworks, and translate operational requirements into technical specifications alongside Product and Engineering.
• Operational Understanding: Ability to evaluate frontline service delivery, identify root causes of quality issues, and translate field observations into scalable operational standards.
• Marketplace Dynamics: Deep understanding of provider reliability, supply engagement, retention, and quality enforcement trade-offs.
• Program Leadership: Proven ability to independently design, launch, and scale cross-functional programs in a fast-paced environment.

What Success Looks Like

You'll start by getting into the field, experiencing Flex's moving and storage services firsthand, and understanding what drives exceptional service across our driver and mover network. You'll translate those insights into clear, measurable quality standards across provider reliability, customer ratings, and job execution.

Working with Product, Engineering, Data, and Operations, you'll build a scalable, algorithmic quality management program that uses gamification, scoring, incentives, and automated interventions to influence provider behavior.

Ultimately, you'll create a system where provider quality directly influences ratings, rewards, earnings opportunities, badges, and job prioritization, consistently rewarding high performers and addressing underperformance.

Success means building a self-reinforcing marketplace where quality drives opportunity, providers are motivated to deliver exceptional service, and network-wide performance improves as Flex scales without proportional increases in manual oversight.