Senior Marketplace Delivery Team Manager

Smartcat is building the future of work by integrating human expertise with digital teammates to enhance productivity. The Senior Marketplace Delivery Team Manager will oversee the marketplace onboarding experience, ensuring successful adoption and operational excellence throughout 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

Requirements:

• 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 working with large pools of freelancers/vendors or marketplace environments
• 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