[Hiring] Vice President, Marketplace Operations @Gametime United

Role Description

The fan experience after the buy button is where Gametime wins or loses. When things go wrong (a late delivery, a bad transfer, a confusing refund), the cost shows up in three places at once: direct support spend, chargeback and cancellation rates, and a customer who doesn’t come back. Right now, the operating intelligence and tooling to prevent those moments is fragmented across multiple teams.

We’re hiring a Vice President, Marketplace Operations to own the full arc from post-purchase to resolution, and to rebuild how that arc works, from the ground up, with AI at the center. This is not a “manage the support queue” role. It’s an executive hire to redesign the operating model: build AI-powered systems that deflect volume before it becomes a ticket, create product feedback loops that eliminate root causes, and drive the margin improvement that comes when your post-purchase operation is genuinely excellent.

This person reports directly to the CEO, sits on the leadership team, and has the authority and expectation to influence across Product, Product Ops, Supplier Ops, and Marketplace to get outcomes that matter.

What You’ll Own

• AI-Powered CX System Design
  • Architect the deflection layer.
  • Build and own the conversational AI systems (chatbots, email automation, voice, and proactive outreach) that resolve fan issues without human intervention.
  • Own the product feedback loop.
  • Instrument the post-purchase experience.
• Operating Margin Through CX Excellence
  • Drive structural cost reduction.
  • Fulfillment & post-purchase reliability.
  • Org design for leverage.
• Cross-Functional Influence
  • Product.
  • Supplier Ops.
  • Product Ops.

What You’ll Deliver in Year One

• A deployed AI deflection system.
• A post-purchase metric tree the exec team can run a board off of.
• Structural margin improvement.
• A credible product roadmap for post-purchase.
• A reshaped team.

Qualifications

• AI-native operator, not a future one.
• Product instinct and influence.
• Track record on post-purchase metrics.
• Margin fluency.
• Marketplace or two-sided platform experience.
• Executive presence.

Bonus Points

• Live events, ticketing, or experiential commerce background.
• Direct experience standing up a CX AI platform from scratch.
• You’ve built the operating cadence of a function from scratch.
• You’ve led a CX or ops org of 25–50 people.
• You have experience connecting supplier behavior data to post-purchase outcomes.

What’s Not in Scope

To set expectations clearly: this role does not own demand-side growth or paid acquisition, supplier acquisition or commercial deal terms, pricing strategy or pricing algorithms, marketplace data science build, or Fraud & Payments. You will partner deeply with all of them.

Compensation

United States - Pay Range: $260,000 — $330,000 USD

Diversity Commitment

Gametime is committed to bringing together individuals from different backgrounds and perspectives. We strive to create an inclusive environment where everyone can thrive, feel a sense of belonging, and do great work together.