[Remote] Senior Marketplace Delivery Team Manager New

Note: The job is a remote job and is open to candidates in USA. Smartcat is building the future of work with a focus on Agentic AI, enabling enterprises to create high-performing hybrid workforces. The Senior Marketplace Delivery Team Manager will oversee the marketplace onboarding experience, ensuring successful adoption and operational excellence across the customer lifecycle.

Responsibilities

• Deliver full onboarding and continuous improvement coverage for new and existing customers using the Smartcat Marketplace
• Leverage Smartcat’s automation technologies to reach 90% workflow automation across supported accounts
• Ensure 100% SLA compliance for quality and on-time delivery, stepping in when needed
• Build and maintain trusted vendor teams, enabling them with Smartcat AI tools and best practices
• Partner with GTM Account teams to scope requirements and align on goals, quality expectations, formats, and workflows
• Deliver marketplace training, ensuring customers understand how to create, manage, and assign projects efficiently
• Configure and automate workflow steps including freelancer assignment, vendor management, and workspace settings
• Support payment workflows, including facilitating payments to freelancers, and ensuring compliance with payment guidelines
• Monitor freelancer capacity, performance, and specialization to match project requirements
• Utilize Smartcat AI for supplier selection, supplementing with manual sourcing for rare language pairs or niche domains
• Support manual quote creation when applicable
• Build and maintain pools of trusted linguists and teams
• Set up and manage language assets (TMs, glossaries, style guides) and QA automation tools
• Coordinate sample reviews and independent quality checks
• Monitor delivery progress, mitigate risks, and intervene to protect SLAs
• Lead issue resolution and escalation management when necessary
• Help define success criteria, timelines, and workflows during POCs
• Ensure smooth execution and help demonstrate value to accelerate customer decisions
• Work closely with CX, Product, Engineering, and Account teams to deliver customer outcomes
• Submit actionable bug reports, workflow insights, and technical feedback
• Identify recurring customer needs and influence product roadmap priorities
• Serve as an internal and external advocate for marketplace best practices
• Act as a key advocate of the Smartcat Marketplace, promoting its value, scalability, and efficiency in customer engagements and internal discussions
• Collaborate closely with Sales and Account teams to design competitive, scalable, and customer-centric marketplace-based business proposals
• Contribute to solution design during pre-sales by validating marketplace feasibility, risks, and delivery models
• Support Sales in positioning the marketplace as the optimal delivery approach, providing operational insights and best practices
• Help refine commercial and delivery assumptions (pricing, resourcing, workflows) to ensure proposals are realistic, competitive, and aligned with customer needs
• Provide feedback to GTM teams on recurring customer objections, opportunities, and marketplace adoption barriers

Skills

• 5+ years of experience in project management, vendor management, supply chain management, or operations
• Proven ability to scope projects, allocate resources, manage risk, and track delivery performance
• While not as technically focused as a developer or engineer, a Marketplace Delivery Manager should have a good understanding of technical concepts related to translation technologies being able to leverage AI tools to streamline current processes
• Proven ability to deliver support, training, and adoption initiatives
• Entrepreneurial mindset with curiosity, problem-solving ability, and collaborative approach
• Excellent communication skills with experience presenting to different audiences
• High attention to detail and strong customer empathy
• Ability to work under pressure and tight deadlines
• Integrity and full commitment
• Comfortable working with remote, multicultural teams
• Openness to constructive feedback and the opinions and ideas of others
• Fluent English (additional languages desirable)
• Experience with marketplace environments or large vendor/freelancer pools is a strong plus
• Certification in project management, such as PMP (Project Management Professional), is a plus
• Experience working with large pools of freelancers/vendors or marketplace environments

Benefits

• Fully remote team
• Be part of an AI Native Organization
• Innovating a $100 Billion industry
• Join the rocketship to scale-up 10x and beyond together
• Smartcat Culture : Where Diversity Meets High Performance

Company Overview

• Smartcat is an all-in-one platform connecting businesses and translators into a continuous translation delivery loop. It was founded in 2016, and is headquartered in Cambridge, Massachusetts, USA, with a workforce of 201-500 employees. Its website is https://www.smartcat.com.

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