Marketplace Talent Community Manager
Minnesota or Remote
Marketplace Experience and Operations /
Full-time /
Hybrid
About the Role:
The Marketplace Provider Operations team at Field Nation is seeking a passionate and results-oriented manager to lead the Provider Experience team. The Marketplace Talent Community Manager oversees three teams who play an important role in the nurturing and growth of our Technician Community: Technician Onboarding, Technician Quality Assurance, and Technician Success. The Manager plays a pivotal role in ensuring a seamless and positive experience for our service technicians and service companies throughout their Field Nation journey.
Why is this role important to Field Nation?
Field Nation is a two-sided marketplace that connects buyers in the Field IT Services space with a network of technicians and service companies. This role oversees the teams responsible for new technician onboarding, marketplace education, friction reduction, technician work quality, experience enhancement, and resource retention. The Manager encapsulates these responsibilities to provide Field Nation with feedback and guidance that informs the overall company technician community strategy. This position works closely with other Marketplace Provider Operations teams, as well as Product, Marketing, and Support Operations. This role reports to the Director of Marketplace Provider Operations.
What you'll get to do:
Strategic Leadership
- Develop and implement a comprehensive strategy to optimize technician experience across all touchpoints in partnership with cross-functional leaders
- Drive overall network health by ensuring technician engagement, adoption and satisfaction while driving the quality outcomes buyers expect
- Align near and long term Objectives and Key Results (OKRs) with overarching Field Nation business objectives; ensure successful achievement
Technician Onboarding
- Own the onboarding and identity verification efforts for all new independent technicians and service companies
- Supervise high-touch onboarding, implementation, and training efforts for buyer referred independent technicians and service companies
- Identify “High Potential” technicians early and fast track them to get started in growing their business on the platform
- Partner with cross-functional teams to:
- Continuously improve the technician and service company onboarding experiences
- Programmatically identify new, high-valued technicians; orchestrate rapid engagement
- Cyclically publish education artifacts, training material, and/or nurture efforts via established resource channels targeting improved onboarding behaviors or practices
Technician Quality Assurance:
- Institute and perpetuate high level technician and service company delivery standards
- Manage and maintain quality assurance processes that deliver consistently fair and balanced performance determinations
- Raise the quality bar for established technicians and educate new technicians on quality standards in order to ensure quality outcomes for buyer companies
- Partner with cross-functional teams to:
- Continuously refine and enforce the Technician Quality Assurance Policy
- Programmatically identify disruptive technicians; orchestrate rapid disengagement
- Cyclically publish education artifacts, training material, and/or nurture efforts via established resource channels targeting improved quality and reliability metrics
Technician Success:
- Help the best technicians to differentiate themselves from the crowd and maximize their business on the Field Nation platform
- Use knowledge of marketplace talent demographics and trending sentiments to inform engagement and retention best practices
- Partner with cross-functional teams to:
- Continuously enhance technician engagement, satisfaction, and retention
- Programmatically identify technician marketplace pain points; implement solutions
- Cyclically publish education artifacts, training material, and/or nurture efforts via established resource channels targeting improved retention and technician sentiment
“Technician Community”:
- Curate a community of high-valued technicians and service companies using a “1 to Many” communication and education strategy
- Measure and continuously refine all network effects related to technician education, training opportunities, retention, and network communication strategies
- Partner with cross-functional teams to:
- Develop technician segmentation strategies
- Connect technicians to fellow technicians, partner influencers, partner enablers, and industry best practices driving positive marketplace change
- Programmatically enable technician relationship opportunities; drive retention
- Cyclically publish education artifacts, training material, and/or nurture efforts via established resource channels identifying network community opportunities
Team Management
- Provide effective leadership, coaching, and mentorship to direct reports across PX teams
- Oversee the recruitment, onboarding, and performance management of team members
- Foster a collaborative and results-oriented environment within the three PX teams
- Empower and delegate tasks effectively, fostering a culture of ownership and accountability
- Conduct regular performance reviews and establish development plans for team members
You might be a good fit if you have:
- Minimum 5 years leadership experience working for a marketplace business or Community Management / Development role for online platform with experience working with large scale community to drive desired outcomes
- Demonstrated ability to scale communications through various channels such as webinars, social media, forums, podcasts, etc.
- Proven track record measuring what matters; successfully establishing and achieving OKRs
- Experience building and leading teams to achieve scalable results
- Strong understanding of marketplace talent experience management best practices preferred
- Excellent communication and collaboration skills; thrives in a cross-functional environment
- Data-driven decision-making skills; can analyze and translate insights into actionable strategies
- Ability to manage multiple priorities effectively and work in a fast-paced environment
- Strong understanding of the gig economy or service marketplace landscape (a plus)
Why we think you'll love it here:
- Unlimited paid time off
- Annual vacation bonus - yes, we’ll pay you a bonus to take paid time off!
- Individualized growth and development plans
- Strong values around work/life balance
- Community involvement opportunities
- Competitive benefits: medical, dental, vision, paid parental leave & 401k
- Exposure to cutting edge technologies to solve meaningful problems
$87,000 - $131,000 a year
At Field Nation, we share the value of transparency and enable this during our recruiting process. We believe it’s important to share the compensation range to best understand the full opportunity of a role! We select our initial range based on reliable compensation survey data. Other factors we consider in setting the specific pay for an individual will generally include, among other things, experience, specialized skills, work location, and internal equity to provide competitive offers. Additionally, every role is eligible for variable pay dependent on the position. As an agile and growing organization, the business needs may change. This may result in us hiring someone with less or more experience than the job description states. If that does happen, we will communicate the updated salary range and the new role to you as a candidate. The range stated below is a starting point of the compensation conversation, we’d like to hear what your compensation expectations are too!
Come as you are:
At Field Nation, we believe work is about more than checking the right boxes. If you don’t meet 100% of the requirements for this role, but still feel you’d be a good fit, we want to hear from you! We review all applications and may even have another open position where you are the perfect fit.
Field Nation offers a flexible, highly collaborative, hybrid work environment. We are looking for people to join our high performance culture in the states of Minnesota, Wisconsin, Texas, Georgia, Nebraska, North Carolina, South Carolina, Ohio, Arizona, Washington, Oregon, Michigan, Illinois, Kansas, Virginia, Indiana, Kentucky, Colorado, Utah and Florida.
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