About us
Our mission is simple: we help people. JustAnswer members enjoy round-the-clock access to 12,000+ verified Experts, including doctors, lawyers, tech support, mechanics, vets, home repair pros, and more. We connect customers with verified and vetted Experts to provide reliable answers at any hour and on any budget, democratizing professional services. Since 2003, JustAnswer has helped 10 million customers across 196 countries. JustAnswer is based in the Presidio and backed by Charles Schwab, Crosslink Capital, and Glynn Capital Management.
Our culture
Our hiring criteria: Smart. Fun. Get things done. We love what we do and celebrate our success together with regular happy hours, team offsites and amazing holiday parties (think renting out an island, taking over an arcade and cruising around the Bay on a chartered yacht). Perks include team lunches, delivered-to-your-home snack boxes, monthly tech allowance, medical/dental/vision, 401K with matching, access to JustAnswer's 12,000+ verified Experts, and more. Best of all, you get to work at a hot company that’s (drum roll, please) profitable!
About The Role
JustAnswer is a global marketplace that connects customers with verified Experts to provide reliable answers – 24/7. Doctors, lawyers, vets, mechanics and other vetted Experts have helped more than 10 million people across 196 countries.
The Marketplace and Expert Operations team is charged with making JustAnswer the preferred place for solving life’s important problems by delivering prompt, high quality answers to Customers. We are looking for a Global Director of Marketplace Success that will connect highly motivated and engaged Experts with Customers to deliver a world class outcome. Responsibilities include:
- Consistently deliver the service across all global partner sites. Ensure that all questions are answered timely – from an urgent medical question to a complex 1962 Shelby Cobra engine block rebuild question, using creative incentives and programs to get Experts to answer questions 24/7/365. Use a variety of data analysis, dashboards, and process tools to measure trends, discover insights, and drive execution.
- Strategy development and execution. Identify, build, and leanly test profitable opportunities to match, route, and price questions so they are promptly answered by Experts.
- Scale. Build scaleable and repeatable analytics and operational processes to identify and respond to marketplace trends in real-time. Improve training and operational procedures for internal tools.
- Problem solving. Analyze current business processes and make recommendations for improvements that increase the number and speed of questions responded by Experts
- Enforce Marketplace Policies. Enforce marketplace question policies and ensure questions are correctly categorized across the site.
- Team Management. Manage, inspire, and grow a global team of category moderators, and business operations managers located in the US, India, and Ukraine.
- Leadership influence and story-telling. Create and present status to the Leadership team and cross-functional stakeholders to increase alignment, gain support, and improve execution.
Knowledge and Skills
- 8+ years of experience in business operations or marketplace management
- 5+ years of people management experience
- Results driven with a track record of achieving ambitious targets using both scrappy and integrated product solutions
- Ability to lead and partner with cross-functional teams (Product, Engineering, Analytics, and Marketing) in a fast-paced and growing organization
- Operational Excellence / Six Sigma or equivalent experience a plus
- International Experience and knowledge of diverse cultural, social, and professional/business landscapes
- Strong analytical skills (Excel, Google Sheets, SQL, or equivalent)
- A minimum of a Bachelor’s degree; MBA preferred
- Mastery of Excel, PowerPoint or equivalent
