Manager, Marketplace Implementation at Commerce in Austin, TX

Job description

Welcome to the Agentic Commerce Era At Commerce, our mission is to empower businesses to innovate, grow, and thrive with our open, AI-driven commerce ecosystem. As the parent company of BigCommerce , Feedonomics , and Makeswift , we connect the tools and systems that power growth, enabling businesses to unlock the full potential of their data, deliver seamless and personalized experiences across every channel, and adapt swiftly to an ever-changing market. We believe in harnessing AI responsibly to unlock new possibilities, and we’re looking for individuals who use it intentionally to solve problems, accelerate outcomes, and expand what’s possible in their role. Our purpose is to help businesses confidently solve complex commerce challenges so they can build smarter, adapt faster, and grow on their own terms. If you want to be part of a team of bold builders, sharp thinkers, and technical trailblazers who shape the future of commerce, this is the place for you. The Manager of Marketplace Implementation plays a key role within our Marketplace Services organization. This individual is responsible for leading the Marketplace Implementation team and overseeing the successful onboarding and launch of enterprise clients across supported eCommerce marketplaces. This role will manage people, processes, and implementation performance while ensuring clients receive a consistent, high-quality onboarding experience. The Manager will work closely with Marketplace leadership and cross-functional teams to manage client priorities, resolve escalations, improve onboarding processes, and ensure contractual service levels and implementation timelines are achieved. Strong marketplace knowledge, people leadership, operational management, and client relationship skills are essential for success in this role. What You'll Do: Lead, coach, and develop Marketplace Implementation Managers, fostering team growth, accountability, operational excellence, and client success. Oversee the end-to-end Marketplace onboarding and implementation process, ensuring enterprise clients are launched successfully and within established timelines and SLAs. Manage team capacity and implementation assignments based on client complexity, team expertise, workload, and business priorities. Serve as a primary escalation point for all complex client onboarding, implementation, and platform-related issues. Monitor implementation performance, client deadlines, onboarding volume, and SLA attainment to proactively identify risks and address potential delays. Partner with Marketplace leadership, Sales Engineers, Sales to communicate implementation performance, capacity constraints, client risks, and opportunities for operational improvement. Develop, maintain, and continuously improve Marketplace onboarding processes, documentation, best practices, and standard operating procedures. Analyze trends across client requests, implementation challenges, and escalations to identify root causes and implement scalable solutions. Identify platform or technical issues impacting client implementations and partner with Product, Engineering, Support, and other stakeholders to drive resolution. Collaborate with Customer Success and other client-facing teams to ensure alignment throughout the client onboarding journey and provide a seamless transition following implementation. Lead team enablement and training for new marketplace integrations, platform capabilities, processes, and marketplace requirements. Manage onboarding and training for new team members, ensuring consistent knowledge, expectations, and readiness to support enterprise clients. Maintain strong knowledge of Feedonomics, FeedAMP, marketplace integrations, product feeds, and major eCommerce marketplace requirements. Provide ongoing feedback to Marketplace leadership regarding team needs, tooling, training, process improvements, and opportunities to increase operational efficiency. Oversee team performance against contractual service