Marketplace Delivery Team Manager

Mission:

You will join Smartcat’s GTM org as a Marketplace Delivery Team Manager, owning the full marketplace onboarding experience and ensuring successful marketplace adoption across the entire customer lifecycle—from pre-sales to steady-state operations. Marketplace Delivery Managers are responsible for guiding customers through Smartcat’s marketplace model and technologies, reducing operational risks, and enabling efficient, scalable multilingual content delivery.

In this role, you will ensure customers achieve reliable outcomes and gain confidence in Smartcat’s marketplace. Our main team objective is to safeguard our service-level commitments for quality and on-time marketplace delivery by overseeing supplier selection for specific translation workflows, monitoring project execution, and intervening when necessary to.

Outcomes:

This is an outcome-driven role that demands operational ownership, precise execution, and the ability to manage multiple complex workflows simultaneously.

You will:

• 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

Core responsibilities:

Customer Onboarding & Workflow Setup

• 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.

Supplier & Resource Management

• 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

Quality Assurance & Delivery Oversight

• 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

Support for Proof-of-Concept (POC) Projects

• Help define success criteria, timelines, and workflows during POCs

• Ensure smooth execution and help demonstrate value to accelerate customer decisions

Cross-Functional Collaboration & Product Feedback

• 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

Requirements:

• 5+ years of experience in project management, vendor management, supply chain management, or operations

• 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.

• 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.

• Integrity and full commitment.

• Ability to work under pressure and tight deadlines. 

• Comfortable working with remote, multicultural teams.

• Openness to constructive feedback and the opinions and ideas of others.

• Fluent English (additional languages desirable)

• Experience working with large pools of freelancers/vendors or marketplace environments.