Vice President, Marketplace Operations

The Role

The fan experience after the buy button is where Gametime wins or loses. When things go wrong (a late delivery, a bad transfer, a confusing refund), the cost shows up in three places at once: direct support spend, chargeback and cancellation rates, and a customer who doesn’t come back. Right now, the operating intelligence and tooling to prevent those moments is fragmented across multiple teams.

We’re hiring a Vice President, Marketplace Operations to own the full arc from post-purchase to resolution, and to rebuild how that arc works, from the ground up, with AI at the center. This is not a “manage the support queue” role. It’s an executive hire to redesign the operating model: build AI-powered systems that deflect volume before it becomes a ticket, create product feedback loops that eliminate root causes, and drive the margin improvement that comes when your post-purchase operation is genuinely excellent.

This person reports directly to the CEO, sits on the leadership team, and has the authority and expectation to influence across Product, Product Ops, Supplier Ops, and Marketplace to get outcomes that matter.

What You’ll Own

AI-Powered CX System Design

• Architect the deflection layer. Build and own the conversational AI systems (chatbots, email automation, voice, and proactive outreach) that resolve fan issues without human intervention. You’re not deploying off-the-shelf tooling; you’re designing the system, writing the product requirements, and driving implementation through Engineering and Product.
• Own the product feedback loop. Translate CX signal into ranked product work. If a transfer flow is generating 200 contacts a week, that’s your spec. Partner with the Vice President of Product to get it prioritized and shipped.
• Instrument the post-purchase experience. Build the metric tree, dashboards, and alerting that make the post-purchase funnel observable in real time: cancel rate, contact rate, CSAT, resolution time, and the cost-per-order they drive.

Operating Margin Through CX Excellence

• Drive structural cost reduction. Own the unit economics of post-purchase ops. Reduce CX cost-per-order through a combination of AI deflection, process redesign, and root-cause elimination, without sacrificing fan experience. These are not in tension; great CX is how you get margin.
• Fulfillment & post-purchase reliability. Drive cancel rate, on-time delivery, and CX contact rate to a step-change new normal. Tighten dispute resolution and transfer reliability. Catch issues before fans see them.
• Org design for leverage. Re-architect how the team operates so that headcount grows slower than capability. Fewer people doing higher-leverage work, augmented by AI.

Cross-Functional Influence

• Product. The biggest driver of CX volume is product gaps. You own the relationship with the product org on post-purchase and build the prioritization case for fixes that move the needle.