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About the Role

The Operations Manager (Marketplace) is responsible for driving the throughput, quality, and SLA performance of an operational domain by managing a team of Supervisors and Leads. This role also acts as a bridge between frontline execution and technical systems, owning reporting and dashboards through SQL queries, and partnering with Technical Analysts to refine AI agent prompts and automated workflows.

Responsibilities

• Own day-to-day team performance across core operational delivery metrics, including throughput, quality standards, CSAT, and strict SLA compliance.
• Oversee total team execution, shift coverage, and capacity scheduling layouts, dynamically adjusting staffing and scheduling to prevent queue backlogs and meet operational cost targets.
• Oversee the execution of standardized resolution workflows and procedures to ensure clean, consistent delivery across all shifts.
• Direct, coach, and elevate the Supervisor and Lead tier, instilling professional accountability and coaching supervisors on performance management techniques.
• Lead organizational change programs on the floor, translating process updates, playbooks, and new software tools into sustained, long-term behavioral change across frontline teams.
• Manage performance reviews, 1:1 coaching, and professional growth for supervisors while actively participating in the hiring, onboarding, and training of frontline operations staff.
• Personally build and maintain recurring domain reporting infrastructure, executive dashboards, and operational metrics by independently writing and validating SQL queries.
• Take direct accountability for data quality monitoring, proactively spotting bad data, broken inputs, or corrupted operational streams to drive immediate remediation.
• Synthesize floor logs and system metrics to explicitly detect repeat operational failure patterns and bottlenecks, independently building empirical evidence for escalations.
• Help refine and tune automations, system prompts, automated routing logic, and AI agent behavior based on real-world operational feedback.
• Partner directly with Technical/Operations Analysts to shape automation design, drive continuous process improvement, and elevate internal tool adoption.
• Feed frontline operational edge cases, systemic friction, and workflow gaps back into Product, Engineering, and R&D pipelines to systematically reduce manual effort.

Requirements

• Proven experience managing frontline teams through subordinate layers in a high-volume operations or marketplace environment.
• Demonstrated ability to convert new processes, playbooks, and software tools into sustained behavioral adoption across frontline teams.
• Demonstrated ability to independently write, validate, and execute SQL queries to extract data, build custom domain reports, and manage recurring dashboards.
• Proven ability to spot bad data, broken inputs, and repeat operational failure patterns, taking named ownership over data quality remediation and empirical root-cause analysis.
• Hands-on experience or strong capability in shaping, refining, and tuning automated workflows, system prompts, and AI agent behaviors based on operational feedback and edge cases.
• Deep expertise in workforce management, queue balancing, shift scheduling, and strict SLA enforcement.
• Highly proficient with modern collaboration, CRM, and BI software suites (e.g., Zendesk/Salesforce, Tableau/Looker/Redash, Slack, Google Workspace).
• Minimal travel required, less than 25% of the time, mostly outside of the local area requiring overnight accommodations.
• Must understand and abide by the Indeed Flex Travel Policy for expense reimbursements.

Skills

• SQL
• Data Quality Monitoring
• Root-Cause Analysis
• AI Prompt Refining
• Automation Tuning
• Workforce Management
• Queue Balancing
• SLA Enforcement
• Collaboration Software
• CRM Software
• BI Software

Location

• In-office

Work Type

• Full-Time
• Hybrid

Experience Level

• Management Through Layers

Salary/Compensations

• $90,000 to $120,000 annually

Benefits

• Performance-based bonus
• Medical, Dental, Vision, and 401K
• Access to Company & Employee Benefits
• 25 days PTO (prorated) + Birthday Off
• 8 Paid Holidays
• Duvet days (½ day off every quarter)
• Volunteer days

About the Company

• Indeed Flex is a tech-first staffing platform that gives workers the freedom to choose their own shifts and businesses the power to hire with a click, removing friction from the traditional agency model with speed, transparency, and choice.
• The company operates with the agility of a high-growth scale-up, backed by the stability and resources of Indeed.
• We are modernizing the world of temporary work, providing our community of 'Flexers' with total control, choice, and ownership over how they work.
• Our platform connects businesses with skilled, vetted talent and gives job seekers the fastest way to find shifts that fit their lifestyles.
• We are building a more flexible, efficient, and empowered labor market for everyone in hospitality, retail, or warehousing.

Equal Opportunity

• All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.