VP – Marketplace Operations

Overview

Summary/objective

Repair OnDemand's Repair Exchange connects businesses that need automotive repairs with the repairers who perform them. We are hiring a Vice President/Director of Marketplace Operations to build and lead operations across the Open Exchange and Private Exchange. You will own the operating performance of the marketplace: making sure job suppliers can get work completed reliably and on-time and repairers have the coverage, support, and accountability to deliver. You will build the repairer network, establish a repeatable approach to launching clients and markets, and lead a team responsible for daily execution. You will also own the relationships with our key customers and partners across the marketplace, including ongoing performance management, negotiations, and issue escalation. This is a hands-on leadership role. You will resolve immediate operating problems while building the processes and automation that allow job volume to grow without operations headcount growing at the same rate.

Essential functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

Reliable job completion 

Own operational performance from job submission through scheduling, completion, and issue resolution. Establish service expectations and escalation processes so unfilled jobs, cancellations, no-shows, and rework are addressed quickly. Keep job suppliers and repairers informed and accountable throughout the process. 

Repairer network development and performance 

Build repairer coverage around demand by geography, repair type, and capacity. Partner with go-to-market teams to recruit, onboard, and activate repairers. Establish standards for insurance, credentials, service quality, and conduct. Use repairer scorecards to improve performance and make consistent decisions about coaching, suspension, and reinstatement. 

Client and market launches 

Create and run a repeatable launch process for new clients and markets. Confirm repairer readiness, establish operating workflows and service expectations, and closely manage initial job volume until performance is consistent. Identify coverage gaps before they affect the client experience. 

Key operating relationships 

Own key operational relationships with job suppliers and repairers across both exchanges. Take responsibility for onboarding and ongoing service delivery for newly signed key clients. Work with commercial teams to translate client commitments into clear operating requirements and address service issues that put retention or growth at risk. 

Disputes, claims, and service recovery 

Own the process for disputes, warranty claims, rework, and other service failures. Establish clear decision rights and escalation rules for remedies, including refunds when appropriate. Resolve issues fairly, track their cost, and address recurring causes to protect client trust and job economics. 

Scalable processes and automation 

Build practical playbooks, clear ownership, and a consistent operating cadence. Partner with Product and Engineering to turn recurring exceptions and manual tasks into product improvements and automated workflows. Measure manual effort per job and reduce it as the marketplace grows. 

Team leadership and operating visibility 

Lead and develop the operations team. Set priorities, assign accountability, and coach the team against measurable outcomes. Build reporting that makes marketplace health, service failures, and capacity gaps visible, and use it to drive corrective action.

Supervisory responsibilities

This role has supervisory responsibility.

Work environment

This job operates in a professional office environment with occasional visits to company locations may be required.

Physical demands

Requires prolonged computer use and sitting; occasional standing, walking, reaching, and lifting up to five pounds; and the ability to communicate effectively in person and virtually.

Travel required

This role will require approximately 30% travel.

Work authorization/security clearance requirements

N/A