Strategy & Operations Manager, Customer Experience

🚀 Whatnot

Whatnot (YC W20) is a livestream shopping platform and marketplace backed by Andreessen Horowitz, Y Combinator, and CapitalG. We’re one of YC’s top companies and one of the fastest growing marketplaces ever. We’re laser focused on creating an exceptional software company, team, and place to work. You can read our principles here.

Our mission: enable anyone to turn their passion into a business and bring people together through commerce. We’re building the future of ecommerce; an interactive community where creators can make a living off their passion.

Did we mention we’re growing? In January 2021, Whatnot had 10 ambitious employees. We started 2023 with 350+ employees and are continuing to grow. We’re hiring forward thinking problem solvers across all functional areas. We recruit thoughtfully, can adapt quickly, and are scaling fully remotely.

📈 Opportunity Size

The e-commerce experience has been static for 20+ years and is one of the largest opportunities for disruption in the startup space today. Livestream shopping is a $300B GMV market in China and has grown 100% YoY. Retail is a $5T market opportunity!

💻 Role

As a Strategy & Operations Manager within the Customer Experience team, you will partner closely with collaborators across support, trust & safety, fulfillment, product, engineering, and ops to support the implementation of new products, policies, and processes. You have strong leadership, communication, and problem-solving skills. Your scope will include driving ops readiness for new process implementations and/or changes, looking to improve our operational metrics, and finding operational gaps which need immediate fixing to provide a better experience for our customers. Experience in the e-commerce industry and familiarity with marketplace platforms is also beneficial.

In this role you will:

• Design & implement high-impact initiatives that improve the support experience for customers
• Lead a broad range of new product, policy, process, or change management projects to ensure operational readiness
• Improve operational performance by using a quantitative approach for issue identification, root cause analysis, and improvement rollouts
• Build, define, lead and improve specific KPIs and support metrics
• Turn customer data information into meaningful product, support, and operational improvements
• Be the subject matter expert for the best support practices acquired internally and externally
• Drive continuous efforts to improve support infrastructure and processes
• Work with cross-functional partners (ops, product, engineering) in pursuit of these initiatives
• Own ad-hoc/special projects as they come up

👋 You

Curious about who thrives at Whatnot? We’ve found that low ego, a growth mindset, and leaning into action and high impact goes a long way here.

• Bachelor's Degree
• Minimum 5+ years of experience in consulting, operations, or strategy-related role at a fast-growing startup
• Experience building and documenting efficient processes/SOPs that scale across a large organization
• Experience leading cross-functional projects by using insights based on data
• Proven success in relying on data to advise ops/support decisions
• Self-motivated with a strong affinity for strategic problem solving and driving action
• Persuasive written and verbal communication skills across diverse functions and teams
• Experience with process optimization, program management, customer support strategy or quality assurance project ownership
• Experience with customer experience strategy or customer service environment

🎁 Benefits

• Competitive base salary and stock options
• Unlimited Vacation Policy and Company-wide Holidays (including a spring and winter break)
• Health Insurance options including Medical, Dental, Vision, Life, Short term disability & Long term Disability
  • Whatnot covers 99% of employee premium costs, and 75% of dependent care premiums for Medical
  • Dental and Vision sponsored 100% by Whatnot for employees and dependents
• Work From Home Support
  • Laptop provided by Whatnot and home office setup allowance
  • $450 work-from-anywhere quarterly allowance for cell phone and internet
• Care benefits
  • $1,350 quarterly allowance on food
  • $1,500 quarterly allowance for wellness
  • 16 weeks Paid Parental Leave and gradual return to work
  • $5,000 annual allowance towards Childcare
  • $20,000 lifetime benefit for family planning, such as adoption or fertility expenses
• Prof