Operations Manager (Marketplace

We are Indeed Flex. We Help People Get Jobs. Right now, we’re hiring!

We are a tech-first staffing platform that gives workers the freedom to choose their own shifts and businesses the power to hire with a click. We are removing the friction from the traditional agency model and replacing it with speed, transparency, and choice.

We operate with the agility and energy of a high-growth scale-up, but we are backed by the stability and resources of Indeed - the world’s #1 job site. This gives us a unique advantage: the freedom to innovate at speed, with the muscle to dominate the market.

This is an in-office role, five days per week with the option to work from home on Thursdays.

The Operations Manager (Marketplace) shifts the operational focus from frontline task tracking to holistic team performance ownership. This role is fully accountable for driving the throughput, quality, and SLA performance of an operational domain by managing through a tier of Supervisors and Leads.

In addition to workforce planning, scheduling, and direct people management, the Operations Manager (Marketplace) acts as a key bridge between frontline execution and technical systems. This role personally owns recurring domain reporting and dashboards by independently writing and validating SQL queries. Leveraging these insights, the Operations Manager actively spots bad data, broken inputs, and repeat operational failure patterns, while partnering with Technical Analysts to refine, shape, and tune AI agent prompts and automated workflows based on real-world operational feedback.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities and duties of the position.

• Holistic SLA Management: Own day-to-day team performance across core operational delivery metrics, including throughput, quality standards, CSAT, and strict SLA compliance.
• Workforce & Queue Health: Oversee total team execution, shift coverage, and capacity scheduling layouts. Dynamically adjust staffing and scheduling to prevent queue backlogs and meet operational cost targets.
• Process Standardization: Oversee the execution of standardized resolution workflows and procedures to ensure clean, consistent delivery across all shifts.

• Supervisor Tier Development: Direct, coach, and elevate the Supervisor and Lead tier. Instill professional accountability and coach supervisors on performance management techniques so they can run their frontline shifts flawlessly.
• Change Management: Lead organizational change programs on the floor, translating process updates, playbooks, and new software tools into sustained, long-term behavioral change across frontline teams.
• Talent Pipeline: Manage performance reviews, 1:1 coaching, and professional growth for supervisors while actively participating in the hiring, onboarding, and training of frontline operations staff.

• SQL & Dashboard Ownership: Personally build and maintain recurring domain reporting infrastructure, executive dashboards, and operational metrics by independently writing and validating SQL queries.
• Data Quality Remediation: Name and take direct accountability for data quality monitoring, proactively spotting bad data, broken inputs, or corrupted operational streams to drive immediate remediation.
• Recurring Failure Mode Detection: Synthesize floor logs and system metrics to explicitly detect repeat operational failure patterns and bottlenecks, independently building empirical evidence for escalations up the chain.

• Automation & AI Agent Tuning: Help refine and tune automations, system prompts, automated routing logic, and AI agent behavior based on real-world operational feedback from the floor.
• Analyst
  
  Collaboration:
  
  Partner directly with Technical/Operations Analysts to shape automation design, drive continuous process improvement, and elevate internal tool adoption.
• Feedback Loops: Feed frontline operational edge cases, systemic friction, and…