Director, Strategy & Operations – Service Delivery
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Job Description
Director of Strategy & Operations developing and executing strategies for Whatnot's e-commerce growth. Leading operational improvements and cross-functional initiatives across various teams.
Responsibilities:
- Develop and execute commerce and operations strategies that support Whatnot’s growth across post-purchase operations, with a focus on scaling our Vendor footprint for customer experience and Trust & Risk–related issues
- Apply strong analytical rigor to operational and commerce data, surfacing insights that inform initiatives to improve quality, speed, and scalability across the Operations team
- Lead and set the strategy for Whatnot’s Operations vendor framework, deploying managers and specialists to drive outcomes, set priorities, guide execution, and ensure high-quality delivery for Whatnot’s users
- Define and track vendor KPIs, monitor quality and SLAs, and drive continuous performance improvement across partner sites
- Lead strategic sourcing efforts to expand vendor coverage across new capabilities or geographies in support of business growth and continuity
- Build scalable systems and processes that allow Customer Experience and Trust & Risk support teams to expand quickly while maintaining high-quality support for Whatnot’s users
- Partner cross-functionally with Product, Engineering, and other stakeholders to translate insights from user interactions into initiatives that support scale and improved outcomes
Requirements:
- 12+ years of experience across strategy, operations, or general management roles (e.g., consulting, operations, finance, GM)
- Proven experience operating in high-growth scaling environments, with a strong track record of driving operational improvement and building and leading high performing teams
- Strong strategic and analytical judgment, with the ability to synthesize data, metrics, and qualitative insights into clear recommendations and decisions
- Experience leading large, cross-functional initiatives and managing complex, multi-threaded projects end to end
- Proven ability to work with external partners or vendors in scaled, global operating models
- Exceptional leadership skills, with experience setting direction, guiding execution, and driving accountability across teams
- Ability to manage shifting priorities while maintaining structure, focus, and operational rigor
- Proficiency in data analysis and reporting tools; experience with SQL and analytics platforms (e.g., Looker, Sigma, Hex)
Benefits:
- Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)
- Health Insurance options including Medical, Dental, Vision
- Work From Home Support
- Home office setup allowance
- Monthly allowance for cell phone and internet
- Care benefits
- Monthly allowance for wellness
- Annual allowance towards Childcare
- Lifetime benefit for family planning, such as adoption or fertility expenses
- Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
- Monthly allowance to dogfood the app
- Parental Leave
- 16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.
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