Job Overview
Employment Type
Full-time
Compensation
Salary
Range $260,000.00 - $295,000.00
Work Schedule
Flexible
Benefits
Flexible Time Off
Company-wide holidays
Medical insurance
Dental Insurance
Vision Insurance
Work from home support
home office setup allowance
Monthly cell phone and internet allowance
Wellness allowance
Childcare allowance
Family planning benefits
401k with employer match
Pension plans internationally
Monthly app usage allowance
Paid parental leave
Job Description
Whatnot is a leading live shopping platform operating across North America and Europe, connecting people through a unique blend of community engagement, shopping, and entertainment. This vibrant marketplace focuses on creating an interactive experience where users can buy, sell, and discover a diverse range of products from fashion and beauty to electronics and collectibles such as trading cards, comic books, and even live plants. With its expanding presence across the United States, United Kingdom, Germany, Ireland, Poland, and Australia, Whatnot is revolutionizing e-commerce by fostering a community-centric environment that empowers individuals to turn their passions into thriving businesses.
Working at Whatnot means being part of an innovative, remote yet co-located team that thrives on collaboration, creativity, and shared values. The company prioritizes an inclusive culture where innovation is encouraged, and employees are inspired to solve real-world problems in a fast-evolving digital commerce space. As one of the fastest-growing online marketplaces, Whatnot continuously pushes the boundaries of traditional shopping by integrating live auctions and interactive features that engage users worldwide, providing new opportunities for sellers and buyers alike.
The Strategy & Operations Director role at Whatnot is a critical leadership position focused on enhancing the post-purchase operations and scalability of the company’s vendor ecosystem. This individual will develop and implement commerce and operations strategies to support significant growth while ensuring a superior customer experience. The role demands strong analytical skills to interpret operational and commerce data, uncovering insights that improve the quality, speed, and scalability of service delivery. Leading the vendor framework, the Director will manage teams of managers and specialists to execute priorities and maintain high standards of user support related to Trust and Risk issues.
Additionally, the role encompasses defining vendor performance metrics and monitoring service-level agreements to cultivate continuous improvement across global partner sites. Strategic sourcing is another crucial responsibility, involving expanding vendor capabilities and geographic coverage to support business growth and operational continuity. The ideal candidate will also build scalable systems and processes that enable customer experience and risk support functions to grow effectively while maintaining quality standards.
Cross-functional collaboration is key, as the Director will work closely with Product, Engineering, and other stakeholders to translate user interaction insights into initiatives that enhance platform scale and performance. Located within commuting distance of Whatnot’s hubs in New York, San Francisco, Phoenix, or Los Angeles, this position offers a competitive compensation range of $260,000 to $295,000 and the opportunity to contribute significantly to the future of commerce.
Working at Whatnot means being part of an innovative, remote yet co-located team that thrives on collaboration, creativity, and shared values. The company prioritizes an inclusive culture where innovation is encouraged, and employees are inspired to solve real-world problems in a fast-evolving digital commerce space. As one of the fastest-growing online marketplaces, Whatnot continuously pushes the boundaries of traditional shopping by integrating live auctions and interactive features that engage users worldwide, providing new opportunities for sellers and buyers alike.
The Strategy & Operations Director role at Whatnot is a critical leadership position focused on enhancing the post-purchase operations and scalability of the company’s vendor ecosystem. This individual will develop and implement commerce and operations strategies to support significant growth while ensuring a superior customer experience. The role demands strong analytical skills to interpret operational and commerce data, uncovering insights that improve the quality, speed, and scalability of service delivery. Leading the vendor framework, the Director will manage teams of managers and specialists to execute priorities and maintain high standards of user support related to Trust and Risk issues.
Additionally, the role encompasses defining vendor performance metrics and monitoring service-level agreements to cultivate continuous improvement across global partner sites. Strategic sourcing is another crucial responsibility, involving expanding vendor capabilities and geographic coverage to support business growth and operational continuity. The ideal candidate will also build scalable systems and processes that enable customer experience and risk support functions to grow effectively while maintaining quality standards.
Cross-functional collaboration is key, as the Director will work closely with Product, Engineering, and other stakeholders to translate user interaction insights into initiatives that enhance platform scale and performance. Located within commuting distance of Whatnot’s hubs in New York, San Francisco, Phoenix, or Los Angeles, this position offers a competitive compensation range of $260,000 to $295,000 and the opportunity to contribute significantly to the future of commerce.
Job Requirements
- Bachelor's degree in business, operations, or a related field
- 12+ years of relevant experience in strategy, operations, or general management roles
- Proven leadership experience in high-growth and scaling companies
- Strong analytical and strategic thinking skills
- Experience managing complex projects and cross-functional teams
- Ability to work effectively with external vendors and partners globally
- Excellent communication and interpersonal skills
- Location within commuting distance to New York, San Francisco, Phoenix, or Los Angeles hubs
- Proficiency in SQL and data analytics tools
Job Qualifications
- 12+ years of experience across strategy, operations, or general management roles such as consulting, operations, finance, or general management
- Proven experience operating in high-growth scaling environments with a strong track record of driving operational improvement and building and leading high-performing teams
- Strong strategic and analytical judgment with the ability to synthesize data, metrics, and qualitative insights into clear recommendations and decisions
- Experience leading large, cross-functional initiatives and managing complex, multi-threaded projects end to end
- Proven ability to work with external partners or vendors in scaled, global operating models
- Exceptional leadership skills with experience setting direction, guiding execution, and driving accountability across teams
- Ability to manage shifting priorities while maintaining structure, focus, and operational rigor
- Proficiency in data analysis and reporting tools, with experience in SQL and analytics platforms such as Looker, Sigma, or Hex
Job Duties
- Develop and execute commerce and operations strategies that support Whatnot's growth across post-purchase operations, with a focus on scaling our vendor footprint for customer experience and Trust and Risk-related issues
- Apply strong analytical rigor to operational and commerce data, surfacing insights that inform initiatives to improve quality, speed, and scalability across the Operations team
- Lead and set the strategy for Whatnot's Operations vendor framework, deploying managers and specialists to drive outcomes, set priorities, guide execution, and ensure high-quality delivery for Whatnot's users
- Define and track vendor KPIs, monitor quality and SLAs, and drive continuous performance improvement across partner sites
- Lead strategic sourcing efforts to expand vendor coverage across new capabilities or geographies in support of business growth and continuity
- Build scalable systems and processes that allow Customer Experience and Trust and Risk support teams to expand quickly while maintaining high-quality support for Whatnot's users
- Partner cross-functionally with Product, Engineering, and other stakeholders to translate insights from user interactions into initiatives that support scale and improved outcomes
Job Criteria
Experience
Expert Level (7+ years)
Job Location
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