Marketplace Operations Manager

Flamingo is a Resident Retention Platform that helps apartment operators improve resident retention and engagement through an all-in-one platform.

• Marketplace Platform
• Resident events marketplace
• Concierge services marketplace
• Thousands of event hosts and service providers nationwide
• Enterprise Software Platform
• Resident app
• Surveys & feedback tools
• Digital resident guide
• Resident engagement tools
• Communication & retention features

As 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 actively manage 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.

• Monitor all incoming marketplace requests and ensure provider responses happen within defined SLAs.
• Manually reach out to providers when requests have not received responses within the required timeframe
  • Phone calls
  • SMS
  • Email
  • In‑app messaging
• Follow up until requests are accepted, declined, or resolved.
• Escalate high‑priority or at‑risk requests internally.
• Ensure no customer request goes unanswered.

Success Metric: 100% of marketplace requests receive a provider response within target SLA window.

• Resolve day‑to‑day marketplace operational issues such as provider availability, cancellations, scheduling conflicts, complaints, no‑shows, incorrect pricing, event execution issues, communication breakdowns, and refund or rescheduling coordination.
• Take ownership until the issue is fully resolved.

Success Metric: Maintain high marketplace completion and customer satisfaction rates.

• Coordinate schedules between customers and providers.
• Help source backup providers and manage complex or custom event requests.
• Confirm logistics before scheduled events and ensure providers have all required details.
• Personally manage high‑touch bookings when necessary.

Success Metric: Reduction in failed or canceled bookings.

• Reach out to newly created marketplace accounts.
• Assist customers with first booking, marketplace navigation, event recommendations, and questions or concerns.
• Follow up with inactive accounts, encourage repeat bookings, and help customers understand marketplace offerings and capabilities.

Success Metric: Increase percentage of newly created accounts that complete a booking within 30 days.

• Identify cities, categories, or service types with insufficient provider coverage.
• Report provider shortages or quality issues and track fulfillment challenges by market.
• Help prioritize recruiting needs based on demand trends.

Success Metric: Reduction in unfulfilled requests caused by provider shortages.

• Monitor provider responsiveness, flag underperforming providers, and track repeat customer complaints.
• Ensure providers follow marketplace standards and review operational patterns for process improvements.
• Help improve provider response times and booking quality.

Success Metric: Maintain high provider responsiveness and customer satisfaction scores.

• Work closely with Customer Success, Support, Sales, Marketplace Recruiting, Product, and Leadership.
• Provide operational feedback and identify recurring marketplace issues that need process or product improvements.

• 1+ years of experience in marketplace operations, customer success, customer support, account management, hospitality, events, operations, vendor coordination, or SaaS/mar‑ketplace environments.
• Strong communication skills across phone, email, text, and live messaging.
• Highly organized and able to manage many moving parts simultaneously.
• Comfortable handling urgent operational issues under pressure.
• Ownership mentality: proactively solve problems and take responsibility for outcomes.
• Strong follow‑through and persistence.
• Experience working in a fast‑paced startup environment.
• Strong attention to detail.
• Ability to work ind