[Remote] Senior Marketplace Delivery Team Manager New

Note: The job is a remote job and is open to candidates in USA. Smartcat is building the future of work with a focus on Agentic AI, enabling enterprises to create high-performing hybrid workforces. The Senior Marketplace Delivery Team Manager will oversee the marketplace onboarding experience, ensuring successful adoption and operational excellence across the customer lifecycle. Responsibilities • Deliver full onboarding and continuous improvement coverage for new and existing customers using the Smartcat Marketplace • Leverage Smartcat’s automation technologies to reach 90% workflow automation across supported accounts • Ensure 100% SLA compliance for quality and on-time delivery, stepping in when needed • Build and maintain trusted vendor teams, enabling them with Smartcat AI tools and best practices • Partner with GTM Account teams to scope requirements and align on goals, quality expectations, formats, and workflows • Deliver marketplace training, ensuring customers understand how to create, manage, and assign projects efficiently • Configure and automate workflow steps including freelancer assignment, vendor management, and workspace settings • Support payment workflows, including facilitating payments to freelancers, and ensuring compliance with payment guidelines • Monitor freelancer capacity, performance, and specialization to match project requirements • Utilize Smartcat AI for supplier selection, supplementing with manual sourcing for rare language pairs or niche domains • Support manual quote creation when applicable • Build and maintain pools of trusted linguists and teams • Set up and manage language assets (TMs, glossaries, style guides) and QA automation tools • Coordinate sample reviews and independent quality checks • Monitor delivery progress, mitigate risks, and intervene to protect SLAs • Lead issue resolution and escalation management when necessary • Help define success criteria, timelines, and workflows during POCs • Ensure smooth execution and help demonstrate value to accelerate customer decisions • Work closely with CX, Product, Engineering, and Account teams to deliver customer outcomes • Submit actionable bug reports, workflow insights, and technical feedback • Identify recurring customer needs and influence product roadmap priorities • Serve as an internal and external advocate for marketplace best practices • Act as a key advocate of the Smartcat Marketplace, promoting its value, scalability, and efficiency in customer engagements and internal discussions • Collaborate closely with Sales and Account teams to design competitive, scalable, and customer-centric marketplace-based business proposals • Contribute to solution design during pre-sales by validating marketplace feasibility, risks, and delivery models • Support Sales in positioning the marketplace as the optimal delivery approach, providing operational insights and best practices • Help refine commercial and delivery assumptions (pricing, resourcing, workflows) to ensure proposals are realistic, competitive, and aligned with customer needs • Provide feedback to GTM teams on recurring customer objections, opportunities, and marketplace adoption barriers Skills • 5+ years of experience in project management, vendor management, supply chain management, or operations • Proven ability to scope projects, allocate resources, manage risk, and track delivery performance • While not as technically focused as a developer or engineer, a Marketplace Delivery Manager should have a good understanding of technical concepts related to translation technologies being able to leverage AI tools to streamline current processes • Proven ability to deliver support, training, and adoption initiatives • Entrepreneurial mindset with curiosity, problem-solving ability, and collaborative approach • Excellent communication skills with experience presenting to different audiences • High attention to detail and strong customer empathy • Ability to work under pressure and tight deadlines • Integrity and full commitment • Comfortable working with remote, multicultural teams • Openness to constructive feedback and the opinions and ideas of others • Fluent English (additional languages desirable) • Experience with marketplace environments or large vendor/freelancer pools is a strong plus • Certification in project management, such as PMP (Project Management Professional), is a plus • Experience working with large pools of freelancers/vendors or marketplace environments Benefits • Fully remote team • Be part of an AI Native Organization • Innovating a $100 Billion industry • Join the rocketship to scale-up 10x and beyond together • Smartcat Culture : Where Diversity Meets High Performance Company Overview • Smartcat is an all-in-one platform connecting businesses and translators into a continuous translation delivery loop. It was founded in 2016, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.smartcat.com.