Sr Project Manager Partner Experience MX

As a Marketplace Experience (MX) Partner Experience Sr. Project Manager, you will play a key role in optimizing Partner Support Operations globally and improving the partner journey across our different support channels.

You will combine data-driven problem solving, strong stakeholder management and exceptional project execution to identify opportunities, prioritize what matters most and turn complex operational challenges into scalable solutions.

In this role, you will identify operational gaps that impact both Partner Experience and our P&L, lead initiatives to improve service flows and drive improvements across key metrics such as contact ratio, partner satisfaction, partner churn and service-related costs.

You will also act as the voice of the partner and a key bridge between Commercial and Marketplace Experience (MX), ensuring partner support processes are aligned with business needs while maintaining efficiency, scalability and compliance.

A key part of the role will be bringing structure and clarity to a complex environment, where multiple initiatives, stakeholders and priorities are running in parallel.

• Identify operational improvement opportunities: Analyze service performance data and conduct deep dives to uncover operational inefficiencies, service gaps and root causes across markets.

• Prioritize what moves the needle: Identify and prioritize opportunities based on their potential impact on key business metrics, balancing data, business context and effort to focus resources on the initiatives that matter most.

• Drive Strategic KRs: Identify and lead initiatives to improve key metrics, including partner satisfaction, contact ratio, service-related costs and partner churn.

• Lead optimization projects end-to-end: Own projects from problem identification and hypothesis validation through execution, rollout and impact tracking, ensuring clear ownership, timelines and next steps.

• Bring structure to complexity: Coordinate multiple initiatives and stakeholders in parallel, creating clear priorities, action plans and follow-ups to ensure nothing falls through the cracks.

• Develop Partner & Agent Experience processes: Create and optimize operational processes and propose self-service improvements across HelpCenter and Partner Support flows.

• Partner closely with Commercial: Work closely with Commercial teams to understand partner needs and ensure our support processes enable a great partner experience while remaining efficient and scalable.

• Drive scalability & expansion: Contribute to the rollout and adaptation of new service processes and product solutions across markets, identifying solutions that can be replicated and scaled globally.

• Strong analytical and data-driven mindset: You can independently query and analyze data, conduct deep dives and translate insights into practical operational improvements. You know how to distinguish between what is interesting and what actually moves the needle, and make decisions based on data combined with strong business judgment.

• Exceptional organizational skills: You are highly structured and able to bring order to complexity. You can take inputs from different projects, stakeholders and workstreams, organize them into clear priorities and turn ambiguity into concrete next steps, owners and timelines.

• Strong stakeholder management: You are comfortable influencing without authority and coordinating multiple stakeholders across Commercial, Operations, Legal, Finance and Product/Tech. You know how to align different perspectives and drive decisions.

• Project Management expertise: Experience managing initiatives end-to-end, from identifying problems and validating hypotheses to executing solutions, managing stakeholders and tracking results.

• Prioritization skills: You are able to manage multiple competing priorities, make trade-offs and focus your time and resources on the initiatives with the highest business impact.

• Problem-solving: Strong ability to break down complex operational problems, identify root causes and design practical, scalable solutions while ensuring compliance with market regulations.

• Experience: 2–4 years of experience in project management, consulting, operations or similar roles in fast-paced environments.

• AI mindset: You actively use AI to improve your own productivity and identify opportunities to leverage AI to increase operational efficiency, reduce costs and improve the quality and scalability of our processes.

• Ownership & adaptability: High ownership, bias for action and ability to thrive in an ambiguous, fast-paced environment.

• Education: Bachelor’s degree in Engineering, Business or a related field.

• Language: Fluent in English.