Marketplace Operations Manager / Customer Success Manager

Own the day-to-day operations of Flamingo's nationwide marketplace, ensuring customer requests are fulfilled, providers respond quickly, bookings are completed successfully, and marketplace activity continues to grow.About FlamingoFlamingo is a Resident Retention Platform that helps apartment operators improve resident retention and engagement through an all-in-one platform.Flamingo’s platform includes:1. Marketplace PlatformResident events marketplaceConcierge services marketplaceThousands of event hosts and service providers nationwide2. Enterprise Software PlatformResident appSurveys & feedback toolsDigital resident guideResident engagement toolsCommunication & retention featuresWe are looking for a highly proactive Marketplace Operations & Customer Activation Specialist to help ensure our marketplaces operate efficiently, customers receive fast provider responses, and marketplace activity consistently grows. Position OverviewAs a Marketplace Operations & Customer Activation Specialist, your primary responsibility is ensuring that 100% of customer requests receive a response from a provider within the required SLA window.You will be responsible for actively managing Flamingo’s marketplaces day-to-day, ensuring requests never go unanswered, operational issues are solved quickly, customers successfully complete bookings, and marketplace supply gaps are proactively identified and resolved.This role combines:Marketplace operationsCustomer activationProvider coordinationManual fulfillment supportMarketplace quality controlOperational problem-solvingYou will work directly with:Property managersEvent hostsConcierge service providersInternal recruiting and support teamsThis is a highly operational role that requires urgency, persistence, strong communication skills, organization, and an ownership mentality.  Key ResponsibilitiesMarketplace Request ManagementMonitor all incoming marketplace requests and ensure provider responses happen within defined SLAs.Responsibilities include:Manually reaching out to providers when requests have not received responses within the required timeframeContacting providers through:Phone callsSMSEmailIn-app messagingFollowing up until requests are accepted, declined, or resolvedEscalating high-priority or at-risk requests internallyEnsuring no customer request goes unansweredSuccess Metric100% of marketplace requests receive a provider response within target SLA window  Marketplace Operations & Problem ResolutionSolve day-to-day marketplace operational issues.Examples include:No provider availabilityLast-minute cancellationsScheduling conflictsCustomer complaintsProvider no-showsIncorrect pricingEvent execution issuesCommunication breakdownsRefund or rescheduling coordinationYou are expected to take ownership until the issue is fully resolved.Success MetricMaintain high marketplace completion and customer satisfaction rates  Manual Event & Service CoordinationManage bookings that require hands-on operational coordination.Responsibilities include:Coordinating schedules between customers and providersHelping source backup providersManaging complex or custom event requestsConfirming logistics before scheduled eventsEnsuring providers have all required event detailsPersonally managing high-touch bookings when necessarySuccess MetricReduction in failed or canceled bookings  Customer Activation & Marketplace GrowthHelp activate new marketplace customers and drive booking activity.Responsibilities include:Reaching out to newly created marketplace accountsAssisting customers with:First bookingMarketplace navigationEvent recommendationsQuestions or concernsFollowing up with inactive accountsEncouraging repeat bookingsHelping customers understand marketplace offerings and capabilitiesSuccess MetricIncrease percentage of newly created accounts that complete a booking within 30 days  Provider Supply & Marketplace CoverageWork closely with marketplace recruiting teams to identify supply gaps.Responsibilities include:Identifying cities, categories, or service types with insufficient provider coverageReporting provider shortages or quality issuesTracking fulfillment challenges by marketHelping prioritize recruiting needs based on demand trendsExamples:Not enough DJs in DallasLack of yoga instructors in DenverNo house cleaning providers in a specific regionSuccess MetricReduction in unfulfilled requests caused by provider shortages  Marketplace Quality ControlHelp maintain a high-quality marketplace experience.Responsibilities include:Monitoring provider responsivenessFlagging underperforming providersTracking repeat customer complaintsHelping ensure providers follow marketplace standardsReviewing operational patterns and identifying process improvementsHelping improve provider response times and booking qualitySuccess MetricMaintain high provider responsiveness and customer satisfaction scores  Internal CollaborationWork closely with:Customer SuccessSupportSalesMarketplace RecruitingProductLeadershipYou will provide operational feedback and identify recurring marketplace issues that need process or product improvements.  Required Qualifications1+ years of experience in:Marketplace operationsCustomer successCustomer supportAccount managementHospitalityEventsOperationsVendor coordinationSaaS or marketplace environmentsStrong communication skills across:PhoneEmailTextLive messagingHighly organized with the ability to manage many moving parts simultaneouslyComfortable handling urgent operational issues under pressureOwnership mentality — you proactively solve problems and take responsibility for outcomesStrong follow-through and persistenceComfortable working in a fast-paced startup environmentStrong attention to detailAbility to work independently in a remote environment  Preferred QualificationsExperience working with:Event marketplacesGig marketplacesVendor coordinationProperty managementHospitality operationsConcierge servicesExperience with tools such as:HubSpotIntercomZendeskSlackClickUpNotionExperience working with both B2B and B2C customers  Success MetricsProvider Response SLA Compliance100% of requests receive provider response within target timeframeMarketplace Fulfillment RateHigh percentage of requests successfully fulfilledCustomer ActivationIncrease first-time bookings from newly created accountsCustomer Satisfaction (CSAT)Maintain CSAT of 90%+Resolution TimeResolve operational marketplace issues quickly and effectivelyProvider CoverageReduce supply gaps across key markets and categoriesRepeat Booking GrowthIncrease repeat marketplace usage from existing customersMarketplace ResponsivenessMaintain low backlog of unresolved requestsInternal Operational FeedbackConsistently identify and document operational improvement opportunities  Why Join Flamingo?Work at a fast-growing startup transforming resident retention in multifamilyHigh ownership role with visibility across the businessOpportunity to directly impact marketplace growth and customer experienceFully remote team with flexible hoursFast-paced startup environment with significant growth opportunitiesWork across both software and marketplace operationsCompetitive compensation and growth potentialTravel opportunities for conferences and team retreatsMission-driven and collaborative culture 🦩