Regional Marketplace Manager
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Job Description
Regional Marketplace Manager optimizing supply, demand, and process-server performance across Western markets. Driving pilots, incident response, market health, and scalable operational improvements for ABC Legal Services.
Responsibilities:
- Own supply and demand balance across Western regions, identify coverage gaps, recruit process servers, manage dispatch strategies, and increase server capacity
- Identify problematic areas and diagnose root causes before performance issues appear on scorecards
- Manage relationships with the region’s highest-volume servers as ABC Legal’s in-market representative
- Perform root cause analysis and provide recommended next steps
- Lead regional incident response for app outages, dispatch bottlenecks, weather disruptions, and other market issues
- Execute marketplace pilots, track in-market results, and report findings in collaboration with project managers
- Manage regional incentive spending within the allocated budget and flag issues proactively
- Report on regional SLO attainment, coverage gap closure, and market health
- Directly manage W2 employees, including approving time cards and completing performance reviews
- Feed structured learnings into incentive programs, dispatch rules, and pay mechanics for scaling across other markets
- Collaborate with Process Server Network, Compliance, Support & Experience, and project management teams
Requirements:
- Experience owning a local market, territory, or region in a marketplace, gig, or field operations environment, including experience working in a market that was underperforming
- A data background: someone who collects the data themselves rather than waiting for a report, combined with on-the-ground judgment; you can look at a dispatch or SLO dashboard and immediately know what to ask next
- Experience managing W2 employees, including approving time cards and completing performance reviews
- Comfort working with project managers to scope and execute in-market initiatives
- At least one direct report you can speak to specifically, not just that you had headcount, but how you coached them
- Desire to be on the ground in the market; this is not a remote strategy seat
- Ability to distill what you’re seeing in-market into crisp, actionable feedback that a strategy team can actually use to iterate
- Can communicate market health clearly enough that leadership doesn’t have to chase you for it; written updates, not just verbal color, when it matters
- SQL or dashboard fluency (Metabase, Looker, Claude Code) (preferred)
- Comfortable working in Jira or a similar tracker and in a platform like Intercom (preferred)
- Experience running structured pilots or tests with clear hypotheses (preferred)
- Experience building in ambiguous environments where the playbook didn’t exist yet (preferred)
- Experience managing someone in a contract or hourly role (preferred)
Benefits:
- Health, Dental, Vision insurance
- 401(k) with company matching
- Paid time off
- 7 Paid company holidays
- 4 Floating holidays per-year
- Life Insurance and AD&D Insurance
- Long Term Disability
- Health Care Reimbursement Flexible Spending Account
- Dependent Care Flexible Spending Account
- EAP (Employee Assistance Program)
- Pet Insurance
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