Marketplace Operations Lead

Quartermaster inc.; Richmond; On-site; CAD 100,000 - 120,000; Full time

Job summary

Quartermaster inc. is seeking a Marketplace Operations Lead to enhance operations in the GTA market. This role involves driving efficiency, managing customer interactions, and leading cross-functional collaborations. The ideal candidate will have 5+ years of experience, a strong problem-solving mindset, and a commitment to innovative market solutions. With a competitive salary band and extensive benefits, this position offers a chance to make a meaningful impact locally.

Benefits

30 days of PTO annually

Health, dental, and wellness benefits

Tech allowance

Pregnancy and parental leave policies

Qualifications

• Experience in customer-facing roles (Customer Success, Account Management).
• Strong sense of ownership, accountability, and urgency.
• Experience in mentoring and developing team members.

Responsibilities

• Drive day-to-day marketplace operations for efficiency.
• Identify customer pain points and implement solutions.
• Collaborate with cross-functional teams on strategic initiatives.

Skills

Marketplace operations expertise

Problem-solving mindset

Data analysis

Cross-functional collaboration

Education

5+ years in strategic or operational role

Tools

AI and automation tools

Job description

BUILD SOMETHING YOUR NEIGHBOURS WILL LOVE

We’re building Toronto’s dedicated platform for home management to empower the city’s homeowners and to better connect our neighbours and the local Pros they trust.

Our focus is purely on the GTA market right now. We build our property base one street at a time, and our marketplaces one neighbourhood at a time. We’re a local tech company in every sense of the word. We start with integrity, neighbourhood values, and competitive craftsmanship, and we build our business on neighbourhood trust.

We believe in holistic solutions to consumer problems. We believe in high-trust hyperlocal communities. We believe in low commission marketplaces that the best Pros can actually say yes to. And we believe that tech companies should go to work for the locally loved Pros of the GTA rather than trying to get those Pros to effectively work for the tech company. We believe that it’s good business to care. We believe that this problem space deserves a form of digital transformation that the people and Pros of Toronto can trust and invest in.

If this mission resonates with you and you’re at a point in your career and your life where you want to do something uniquely difficult for a meaningful outcome, you’ve found your next home.

ROLE SALARY BAND

$100,000-$120,000/year

ROLE OVERVIEW

The Marketplace Operations Lead plays a critical role in ensuring that the Qm marketplace operates with speed, accuracy, and effectiveness. They drive day-to-day marketplace operations, ensuring smooth execution, high efficiency, and continuous improvement in both customer experience and competitive positioning. Acting as a key driver of execution, problem-solving, and operational improvements, they ensure that the marketplace remains competitive and frictionless for both Pros and Homeowners.

This role requires a strong sense of ownership and urgency, with a focus on eliminating friction for users, improving execution, and driving continuous improvement. The Lead collaborates closely with cross-functional teams to ensure that marketplace operations align with the product roadmap, competitive landscape, and mission goals. They are also expected to proactively identify issues, implement solutions, and step in when automation falls short—whether by handling frontline support, managing escalations, or ensuring a seamless customer experience.

This role is for someone who wants to build, innovate, and scale, rather than just maintain existing processes. If you thrive in a fast-paced environment and want to help shape the future of customer support as we transition toward a high-volume marketplace model, we’d love to hear from you.

WHAT YOU WILL BE DOING

Strategic Growth and Scaling

• Be a champion and thought leader for an industry movement toward low commission marketplaces.
• Bring vision, systems thinking, and creative problem solving to the challenges of operationalizing marketplaces for scale and effectiveness.
• Develop and implement scalable processes to manage high volumes of projects efficiently.
• Leverage data and AI-driven insights to reduce manual intervention and improve automation.

Operational Execution and Customer Experience

• Quickly identify and understand customer pain points, using insights to drive immediate solutions and longer-term improvements
• Demonstrate excellent judgment when providing customer support, ensuring the best possible experience for both Pros and Homeowners..
• Identify opportunities to streamline manual interactions and improve automation strategies

Leadership and Cross-Functional Collaboration

• Act as a thought leader in scaling operations and improving support efficiencies.
• Collaborate cross-functionally to ensure customer experience remains seamless, responsive, and high-quality at scale.
• Work closely with the Sr. Manager, Marketplace Operations to define and execute strategic initiatives.
• Provide coaching. oversight, feedback, and mentorship to junior team members.

WHAT YOU BRING

• Strong marketplace operations expertise, with a deep understanding of customer support, competitive experience building, and execution excellence.
• Proven ability to balance urgency and accuracy, ensuring fast yet high-quality execution.
• Strong problem-solving mindset, with the ability to analyze complex issues and implement scalable solutions.
• Ability to influence cross-functional teams and drive operational improvements across support and product teams.
• Strong sense of ownership, accountability, and urgency, ensuring that marketplace operations always stay ahead.
• Experience in mentoring and developing team members, helping them grow into stronger operators and decision-makers.
• Ability to analyze complex datasets and translate insights into action.
• Experience leveraging AI, automation, and digital tools to improve efficiency.
• High level of initiative, adaptability, and resourcefulness in a fast-moving environment.
• 5+ years in a strategic, operational, or customer-facing role (Customer Success, Account Management, Operations, or similar).

THIS IS A GOOD FIT FOR YOU IF…

• You’re mission driven and looking to solve the mission’s hardest problems..
• You’re at a point in your life and your career where you want to tackle a uniquely demanding job to produce meaningful impact.
• You’re keen to work in-person with a team
• You show up like an owner
• You want to value the equity and solve for others

TEAM VALUES

Integrity – We prioritize integrity over comfort, convenience, and the short-cuts of success that drive metrics but undermine trust.

Trust – We cannot win unless we win on trust. Trust is hard to earn and easy to lose. We need to be built for it in our DNA.

Competitiveness – We believe that competitiveness s a critical complement to integrity and trust. If we’re not our customer’s best choice, then we’re wasting their time. We believe in the power of healthy competitive markets, and we believe we need to be uniquely competitive to win in this space. We have too much respect for the other players in this space to expect things to be easy. That’s a good thing.

Empowerment – Any win we achieve needs to be first and foremost a win that we deliver to others, starting with our customers, and their long term best interests.

VACATION AND BENEFITS

We know the power it takes to be successful in a challenging mission and we want to ensure our team is rested and ready to go.

• We offer 30 days of PTO annually, which can be used for vacation, personal days, or illness. Five of these days are designated as company-wide closures around the start and end of the year.
• In addition, our benefits plan covers health, dental and wellness to add that extra pep in our step, and help us sleep at night.
• We have a tech allowance benefit to help set you up for work.
• We have pregnancy and parental leave policies, and we’re ready to support your family’s next stage of growth.

EMPLOYEE OWNERSHIP:

We’re a team on a mission. We expect a high degree of ownership from each other and we pair that with higher than usual employee ownership in the company.

LOCATION

On-Site #LI-Onsite