Vice President, Customer Experience

Are you ready to be a big part of something big?

At Trader Interactive, we make buying and selling a great experience. We’re a group of go-getters who decided they didn’t want to settle for the status quo. We come together as one team to build value and drive innovation across our industries - but we have fun while we do it and make sure our people are always our #1 priority.

When it comes to your career, we want to provide big opportunities to help you make a big impact. But for this to be possible, we strive to feel small. Small enough to quickly change tack, small enough to learn from different teams and small enough to connect authentically with leadership.

And one of the best parts? We give you the freedom to work from whatever working location works best for you and your lifestyle - yes, this means you can be 100% remote if you want to be!

What We Offer

• An inclusive and supportive work environment where you can move your career forward and will have the chance to do work that has real, significant impact on the world.
• The opportunity to be a part of a global group of digital marketplace businesses (CAR Group) located across Australia, Brazil, Chile and South Korea - collectively we have around 1,800 team members worldwide, and our Global Talent Exchange Program means you might just find yourself working in one of those businesses sometime soon.
• Plenty of flexible leave options and employee benefits including up to 31 days of paid time off in your first year, continuing education with access to LinkedIn Learning, a full benefits package including medical, dental & vision, 401K with company match, and wellness program.
  
  

What You’ll Do

This is your opportunity to drive the strategic direction of all business and sales operations, optimizing processes, tools, and systems for enhanced productivity and efficiency as the VP of Business Operations for Trader Interactive. You will have an opportunity to drive positive change and impact for our customers, business, and be a big part of something big.

Sales Operations

• Manages sales automation, tools and reporting programs. Work with Finance to maintain sales incentive compensation plans and information of sales activities that support sales performance metrics and sales process improvement.
• Develop and maintain competitive pricing strategies, ensuring alignment with market conditions and business objectives, while providing crucial commercial support for major deals.
• Leverage data analytics to provide insights and recommendations for improving sales performance, track and analyze key sales metrics to identify trends and actions for growth, and make informed decisions on business growth opportunities and initiatives.
• Lead initiatives to continuously improve sales operations, ensuring collaboration across departments for effective adoption of new processes and tools. Drive sales skills and capability development through comprehensive training and support programs.
• Implement monitoring systems to track and report sales performance, while managing incentive and compensation programs aligned with financial targets to motivate and optimize sales outcomes.
• Optimize the customer journey through effective acquisition, onboarding and deployment to the account management teams.
  
  

Customer Service

• Build, lead, and manage the Trader Interactive customer service team.
• Analyze market trends, customer feedback, and competitive insights to identify opportunities for improvement.
• Share knowledge of sales and product opportunities and their impact to business stakeholders.
• Define and align key performance indicators (KPIs) from customer scorecards to measure the effectiveness of customer experience initiatives and track progress over time.
• Identify pain points and areas of friction in the customer journey and collaborate with relevant teams to address them.
• Lead the development of customer journey maps to understand and optimize every touchpoint across the customer lifecycle.
• Ensure consistency and continuity in the customer experience within the area of responsibility.
• Foster a customer-centric culture by promoting customer empathy and understanding throughout the organization.
• Continuously iterate and improve upon customer experience initiatives.
• Collaborate with marketing, sales, product development and finance/billing to ensure a seamless and cohesive customer experience.
• Champion the voice of the customer within the organization, advocating for changes and improvements that enhance customer satisfaction.
  
  

What We’re Looking For

• 12+ years experience in B2B customer service and/or sales operations, preferably in a SaaS or marketplace business
• Proven track record of effectively navigating and managing customer service and sales operations
• Demonstrated ability to effectively lead and manage large teams ensuring alignment with organizational objectives, optimizing productivity, and fostering a positive work culture.
• Familiarity with CRM systems, business analytics tools (Power BI, Tableau), and customer feedback platforms (Survey Monkey, Qualtrics).
• Coordinate and execute effectively the performance management process with each employee.
• Customer experience measurement tools and methodologies
• Experience working in high-growth environments is preferred.
• Ability to Travel 20% of time (if needed).
  
  

So come and join our team - because every role is a big role in our plans to go big.

TI proudly supports a diverse workforce, and we encourage candidates from underrepresented groups to apply. Trader Interactive is an equal opportunity employer where hiring is based entirely on business needs, job requirements, and individual merit.