Vice President – Marketplace Operations

🕒 August 7

🇺🇸 United States – Remote

💵 $260k - $330k / year

⏰ Full Time

🔴 Lead

👔 Vice President

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Gametime

WebsiteLinkedInAll Job Openings

201 - 500 employees

🛍️ eCommerce

⚽ Sports

eCommerce • Entertainment • Sports

Gametime is a platform that offers last-minute ticket deals for sports, music, theater, and other live events. Users can access tickets for a wide range of events, including college football, concerts, comedy shows, theater performances, and professional sports leagues such as the NFL, NBA, MLB, NHL, and MLS. The platform emphasizes a user-friendly experience with features like all-in pricing to avoid hidden fees and a lowest price guarantee. Gametime aims to provide an easy and affordable way for users to experience live entertainment in various cities across North America.

📋 Description

• Architect and own conversational AI systems, including chatbots, email automation, voice, and proactive outreach, to resolve fan issues without human intervention • Write product requirements and drive AI CX system implementation through Engineering and Product • Translate customer experience signals into ranked product work and partner with Product to prioritize and ship fixes • Build metric trees, dashboards, and alerting for real-time post-purchase observability • Own post-purchase operations unit economics and reduce CX cost-per-order through AI deflection, process redesign, and root-cause elimination • Improve cancellation rate, on-time delivery, CX contact rate, dispute resolution, and transfer reliability • Re-architect team operations to increase leverage through AI • Influence Product, Supplier Ops, and Product Ops on post-purchase improvements, supplier accountability, operating cadence, tooling, and processes • Deliver a deployed AI deflection system, post-purchase metric tree, structural margin improvement, product roadmap, and reshaped team in year one • Report directly to the CEO and serve on the leadership team

🎯 Requirements

• Personally built or driven implementation of AI-powered customer experience systems at a company at scale • Ability to write product requirements and hold Engineering accountable for shipping AI CX systems • Experience shaping product roadmaps from customer experience signals • Track record of personally moving cancellation rate, contact rate, CSAT, or comparable post-purchase reliability metrics • Understanding of CX operations unit economics and experience improving cost-per-order through system design • 7+ years operating in consumer marketplaces, ticketing, travel, or similar businesses • Understanding of supply-side root causes of customer problems • Executive presence and comfort owning a board narrative and making the case for CX infrastructure investment • Bonus: live events, ticketing, or experiential commerce background • Bonus: direct experience building a CX AI platform from scratch, including vendor selection, integration, prompt design, QA, and iteration • Bonus: experience establishing a function’s operating cadence, including metric tree, WBR, QBR, and escalation paths • Bonus: experience leading a CX or operations organization of 25–50 people • Bonus: experience connecting supplier behavior data to post-purchase outcomes

🏖️ Benefits

• Equal opportunity employer committed to an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together