Operations Manager (Marketplace)

Indeed-Flex; Austin (TX); Hybrid; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical benefits

Dental & Vision

401K

25 days PTO + Birthday Off

Duvet days

Job summary

Indeed Flex in Texas is hiring an Operations Manager (Marketplace) who steers team performance and drives throughput, quality, and SLA across the domain. This role bridges frontline execution and technical systems, with a focus on data-informed decisions.

You’ll own recurring domain reporting, write SQL queries, and partner with Technical Analysts to refine AI prompts and automated workflows based on real-world feedback.

Qualifications

• Proven experience leading frontline teams in high-volume ops
• Ability to translate process updates into sustained behavioural adoption
• Strong SQL skills to extract data and create recurring dashboards
• Experience with data quality remediation and root-cause analysis

Responsibilities

• Own day-to-day team performance and SLA compliance
• Oversee shift coverage, staffing, and queue health
• Write and validate SQL queries to power dashboards
• Collaborate with Analysts to shape automation and AI prompts

Skills

Leadership

Change management

SQL fluency

Data quality remediation

AI prompt & automation tuning

Workforce management

Dashboard ownership

Tools

Redash

Looker

Tableau

Zendesk

Salesforce

Slack

Google Workspace

Job description

We are Indeed Flex. We Help People Get Jobs. Right now, we’re hiring!

We are a tech-first staffing platform that gives workers the freedom to choose their own shifts and businesses the power to hire with a click. We are removing the friction from the traditional agency model and replacing it with speed, transparency, and choice.

We operate with the agility and energy of a high-growth scale-up, but we are backed by the stability and resources of Indeed - the world’s #1 job site. This gives us a unique advantage: the freedom to innovate at speed, with the muscle to dominate the market.

This is an in-office role, five days per week with the option to work from home on Thursdays. Our office is located in Texas, Domain area.

The Role

The Operations Manager (Marketplace) shifts the operational focus from frontline task tracking to holistic team performance ownership. This role is fully accountable for driving the throughput, quality, and SLA performance of an operational domain by managing through a tier of Supervisors and Leads.

In addition to workforce planning, scheduling, and direct people management, the Operations Manager (Marketplace) acts as a key bridge between frontline execution and technical systems. This role personally owns recurring domain reporting and dashboards by independently writing and validating SQL queries. Leveraging these insights, the Operations Manager actively spots bad data, broken inputs, and repeat operational failure patterns, while partnering with Technical Analysts to refine, shape, and tune AI agent prompts and automated workflows based on real-world operational feedback.

What you’ll be doing

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential responsibilities and duties of the position.

Team Performance & Operational Ownership

• Holistic SLA Management: Own day-to-day team performance across core operational delivery metrics, including throughput, quality standards, CSAT, and strict SLA compliance.
• Workforce & Queue Health: Oversee total team execution, shift coverage, and capacity scheduling layouts. Dynamically adjust staffing and scheduling to prevent queue backlogs and meet operational cost targets.
• Process Standardization: Oversee the execution of standardized resolution workflows and procedures to ensure clean, consistent delivery across all shifts.

Leadership & Management Through Subordinate Layers

• Supervisor Tier Development: Direct, coach, and elevate the Supervisor and Lead tier. Instill professional accountability and coach supervisors on performance management techniques so they can run their frontline shifts flawlessly.
• Change Management: Lead organizational change programs on the floor, translating process updates, playbooks, and new software tools into sustained, long-term behavioral change across frontline teams.
• Talent Pipeline: Manage performance reviews, 1:1 coaching, and professional growth for supervisors while actively participating in the hiring, onboarding, and training of frontline operations staff.
• SQL & Dashboard Ownership: Personally build and maintain recurring domain reporting infrastructure, executive dashboards, and operational metrics by independently writing and validating SQL queries.
• Data Quality Remediation: Name and take direct accountability for data quality monitoring, proactively spotting bad data, broken inputs, or corrupted operational streams to drive immediate remediation.
• Recurring Failure Mode Detection: Synthesize floor logs and system metrics to explicitly detect repeat operational failure patterns and bottlenecks, independently building empirical evidence for escalations up the chain.
• Automation & AI Agent Tuning: Help refine and tune automations, system prompts, automated routing logic, and AI agent behavior based on real-world operational feedback from the floor.
• Analyst Collaboration: Partner directly with Technical/Operations Analysts to shape automation design, drive continuous process improvement, and elevate internal tool adoption.
• Feedback Loops: Feed frontline operational edge cases, systemic friction, and workflow gaps back into Product, Engineering, and R&D pipelines to systematically reduce manual effort.

What you'll need

Leadership & People Management

• Management Through Layers: Proven experience managing frontline teams through subordinate layers in a high-volume operations or marketplace environment.
• Change Leadership: Demonstrated ability to convert new processes, playbooks, and software tools into sustained behavioral adoption across frontline teams.

Technical & Analytical Capabilities

• Hands-on SQL Fluency: Demonstrated ability to independently write, validate, and execute SQL queries to extract data, build custom domain reports, and manage recurring dashboards in tools like Redash, Looker, or Tableau.
• Data Quality & Failure Detection: Proven ability to spot bad data, broken inputs, and repeat operational failure patterns, taking named ownership over data quality remediation and empirical root-cause analysis.
• AI Prompt & Automation Tuning: Hands-on experience or strong capability in shaping, refining, and tuning automated workflows, system prompts, and AI agent behaviors based on operational feedback and edge cases.

Operational & Technical Mastery

• Workforce & Queue Oversight: Deep expertise in workforce management, queue balancing, shift scheduling, and strict SLA enforcement.
• Software Proficiency: Highly proficient with modern collaboration, CRM, and BI software suites (e.g., Zendesk/Salesforce, Tableau/Looker/Redash, Slack, Google Workspace).

What you’ll get

• $90,000 to $120,000 annually
• Performance-based bonus
• Medical, Dental, Vision, and 401K
• Access to Company & Employee Benefits
• 25 days PTO (prorated) + Birthday Off
• 8 Paid Holidays
• Duvet days (½ day off every quarter)

About Us

We’re helping people get jobs by modernising the world of temporary work. At Indeed Flex, we provide our community of "Flexers" with total control, choice, and ownership over how they work. Through our evolving technology, we’re putting the power of work in the palm of people's hands—connecting businesses with skilled, vetted talent and giving job seekers the fastest way to find shifts that fit their lifestyles. This platform helps businesses scale their workforce efficiently during busy periods without long-term commitment or administrative hassle.

Whether it’s hospitality, retail, or warehousing, we’re building a more flexible, efficient, and empowered labour market for everyone.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is required to sit or stand at a desk indoors for most of the day; and is occasionally required to climb or balance; and stoop, kneel, crouch or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.

Position Type / Expected Hours of Work

Full-Time Position. Working hours are Monday through Friday, 8 AM - 5 PM. Occasional evening and weekend work may be required as job duties demand.

Travel

This position requires minimal travel, less than 25% of the time. Most travel is outside of the local area and will require overnight accommodations.

All travel is subject to the Indeed Flex travel policy and will be recompensed per the policy. It is the responsibility of the employee to understand and abide by the Indeed Flex Travel Policy in order to receive appropriate expense reimbursements.

Work Authorization / Security Clearance

None Required For This Position

EEO Statement

We’re an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

Other Duties

Please note: This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.