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 Flamingo

Flamingo 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 Platform

• Resident events marketplace
• Concierge services marketplace
• Thousands of event hosts and service providers nationwide

2. Enterprise Software Platform

• Resident app
• Surveys & feedback tools
• Digital resident guide
• Resident engagement tools
• Communication & retention features

We 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 Overview

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 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 operations
• Customer activation
• Provider coordination
• Manual fulfillment support
• Marketplace quality control
• Operational problem-solving

You will work directly with:

• Property managers
• Event hosts
• Concierge service providers
• Internal recruiting and support teams

This is a highly operational role that requires urgency, persistence, strong communication skills, organization, and an ownership mentality.

Key Responsibilities

Marketplace Request Management

Monitor 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 timeframe
• Contacting providers through:
  • Phone calls
  • SMS
  • Email
  • In-app messaging
• Following up until requests are accepted, declined, or resolved
• Escalating high-priority or at-risk requests internally
• Ensuring no customer request goes unanswered

Success Metric

• 100% of marketplace requests receive a provider response within target SLA window

Marketplace Operations & Problem Resolution

Solve day-to-day marketplace operational issues.

Examples include:

• No provider availability
• Last-minute cancellations
• Scheduling conflicts
• Customer complaints
• Provider no-shows
• Incorrect pricing
• Event execution issues
• Communication breakdowns
• Refund or rescheduling coordination

You are expected to take ownership until the issue is fully resolved.

Success Metric

• Maintain high marketplace completion and customer satisfaction rates

Manual Event & Service Coordination

Manage bookings that require hands-on operational coordination.

Responsibilities include:

• Coordinating schedules between customers and providers
• Helping source backup providers
• Managing complex or custom event requests
• Confirming logistics before scheduled events
• Ensuring providers have all required event details
• Personally managing high-touch bookings when necessary

Success Metric

• Reduction in failed or canceled bookings

Customer Activation & Marketplace Growth

Help activate new marketplace customers and drive booking activity.

Responsibilities include:

• Reaching out to newly created marketplace accounts
• Assisting customers with:
  • First booking
  • Marketplace navigation
  • Event recommendations
  • Questions or concerns
• Following up with inactive accounts
• Encouraging repeat bookings
• Helping customers understand marketplace offerings and capabilities

Success Metric

• Increase percentage of newly created accounts that complete a booking within 30 days

Provider Supply & Marketplace Coverage

Work closely with marketplace recruiting teams to identify supply gaps.

Responsibilities include:

• Identifying cities, categories, or service types with insufficient provider coverage
• Reporting provider shortages or quality issues
• Tracking fulfillment challenges by market
• Helping prioritize recruiting needs based on demand trends

Examples:

• Not enough DJs in Dallas
• Lack of yoga instructors in Denver
• No house cleaning providers in a specific region

Success Metric

• Reduction in unfulfilled requests caused by provider shortages

Marketplace Quality Control

Help maintain a high-quality marketplace experience.

Responsibilities include:

• Monitoring provider responsiveness
• Flagging underperforming providers
• Tracking repeat customer complaints
• Helping ensure providers follow marketplace standards
• Reviewing operational patterns and identifying process improvements
• Helping improve provider response times and booking quality

Success Metric

• Maintain high provider responsiveness and customer satisfaction scores

Internal Collaboration

Work closely with:

• Customer Success
• Support
• Sales
• Marketplace Recruiting
• Product
• Leadership

You will provide operational feedback and identify recurring marketplace issues that need process or product improvements.

Required Qualifications

• 1+ years of experience in:
  • Marketplace operations
  • Customer success
  • Customer support
  • Account management
  • Hospitality
  • Events
  • Operations
  • Vendor coordination
  • SaaS or marketplace environments
• Strong communication skills across:
  • Phone
  • Email
  • Text
  • Live messaging
• Highly organized with the ability to manage many moving parts simultaneously
• Comfortable handling urgent operational issues under pressure
• Ownership mentality — you proactively solve problems and take responsibility for outcomes
• Strong follow-through and persistence
• Comfortable working in a fast-paced startup environment
• Strong attention to detail
• Ability to work independently in a remote environment

Preferred Qualifications

• Experience working with:
  • Event marketplaces
  • Gig marketplaces
  • Vendor coordination
  • Property management
  • Hospitality operations
  • Concierge services
• Experience with tools such as:
  • HubSpot
  • Intercom
  • Zendesk
  • Slack
  • ClickUp
  • Notion
• Experience working with both B2B and B2C customers

Success Metrics

1. Provider Response SLA Compliance
   • 100% of requests receive provider response within target timeframe
2. Marketplace Fulfillment Rate
   • High percentage of requests successfully fulfilled
3. Customer Activation
   • Increase first-time bookings from newly created accounts
4. Customer Satisfaction (CSAT)
   • Maintain CSAT of 90%+
5. Resolution Time
   • Resolve operational marketplace issues quickly and effectively
6. Provider Coverage
   • Reduce supply gaps across key markets and categories
7. Repeat Booking Growth
   • Increase repeat marketplace usage from existing customers
8. Marketplace Responsiveness
   • Maintain low backlog of unresolved requests
9. Internal Operational Feedback
   • Consistently identify and document operational improvement opportunities

Why Join Flamingo?

• Work at a fast-growing startup transforming resident retention in multifamily
• High ownership role with visibility across the business
• Opportunity to directly impact marketplace growth and customer experience
• Fully remote team with flexible hours
• Fast-paced startup environment with significant growth opportunities
• Work across both software and marketplace operations
• Competitive compensation and growth potential
• Travel opportunities for conferences and team retreats
• Mission-driven and collaborative culture 🦩