Marketplace Experience Program Manager

The Marketplace Program Manager plays a critical, central role in coordinating and accelerating high-impact Marketplace Experience projects across a specific region. Reporting directly to the Marketplace Experience Director, this role is responsible for the overall portfolio management, governance, and project delivery mechanisms. The Program Manager ensures strategic alignment, operational excellence, and timely completion of initiatives that enhance the overall rider, vendor, and customer experience across multiple countries.

This is a structural role focused on enabling the doers (the local Experience Leads) by providing the frameworks, oversight, and escalation channels needed to succeed.

Key Responsibilities:

1. Program and Portfolio Leadership

a. Strategic Partnership: Collaborate closely with the Marketplace Experience Director and local teams to translate regional strategies and market-specific initiatives into a clear, actionable roadmap for all experience-related programs

b. Portfolio Management: Implement and maintain a standardized framework for program management, including project intake, prioritization, tracking, resource allocation, and benefits realization across the entire regional experience portfolio.

c. Roadmap Control: Own the aggregated experience roadmap, proactively identifying dependencies, sequencing risks, and opportunities for project synergy across different countries and customer segments.

2. Cross-Country Delivery and Problem Solving

a. Project Acceleration: Work closely with the Marketplace Experience Leads in each country to drive local projects to successful completion.

b. Challenge Resolution: Act as the primary point of contact and escalation for roadblocks, resource constraints, and cross-functional challenges encountered by country teams. Proactively unblock issues by engaging with central Product, Operations, and Support teams.

c. Standardization: Facilitate the sharing of best practices and successful project blueprints across the region, ensuring consistency and efficiency in experience-related deployments.

3. Governance and Reporting

a. Establish Governance: Design, implement, and manage the governance structure for the Marketplace Experience function in the region (e.g., weekly status meetings, monthly portfolio reviews, QBRs).

b.Control and Quality: Ensure all projects adhere to established governance standards, scope, timelines, and quality gates.

c. Executive Reporting: Develop and maintain high-quality, concise reporting on the status, health, and impact of the entire regional experience program portfolio for executive leadership. This includes tracking key program metrics (e.g., adherence to budget, on-time delivery, risk register).

4. Experience Transformation Enablement

a. Process Design: Manage the documentation and rollout of standardized processes for how experience insights (Voice of the Customer) are captured, prioritized, and converted into structured projects.

b. Tooling Oversight: Coordinate the regional usage and optimization of project management tools (e.g., Jira, Asana, etc.) for the Marketplace Experience team to ensure data integrity and accurate reporting.