Senior Director, Marketplace Operations

Overview

We are seeking a dynamic and strategic leader to serve as Senior Director, Marketplace Operations based in our Pune office. In this role, you will oversee a high impact team delivering exceptional client support across Supply and Demand Operations, External Partnerships, Analytics, and Reporting functions. You will play a critical role in shaping the global client experience, driving operational excellence, and providing data-driven insights to support strategic decision-making. This is a senior leadership role for a highly collaborative and results-oriented professional with experience managing high-performing teams in a client-focused environment.

Responsibilities

Leadership & Team Management

• Lead, inspire and develop an Operations team fostering a culture of accountability, collaboration, and continuous improvement.
• Set strategic direction, operational priorities, and performance goals for the Marketplace Operations function.
• Mentor and develop direct reports to enhance leadership capability across the organization.
• Build strategies to ensure that the Pune-based Marketplace Operations teams can support a global advertising business that spans multiple time zone support.
• Drive initiatives that improve team efficiency, scalability, and effectiveness in serving global clients.

External Ticketing Support

• Ensure delivery of exceptional client experiences for self-service clients utilizing Triplelift's external ticketing portal.
• Establish and monitor SLAs for ticket response and resolution times.

Operations, Analytics & Reporting

• Own operational excellence for client-facing services, including process optimization, workflow management, and service-level adherence.
• Partner with internal stakeholders to leverage analytics for strategic business decisions, including resource planning, performance forecasting, and service improvement initiatives.
• Ensure compliance with global TripleLift policies and standards while adapting operations to regional requirements and expectations within India.

Strategic Leadership

• Collaborate with executive leadership to define long-term strategies for Marketplace Operations and operational effectiveness.
• Identify opportunities for innovation in service delivery, client engagement, and operational processes.
• Serve as a trusted advisor to senior leadership on global client trends, operational performance, and service initiatives.

Education & Requirements

• Proven experience (8+ years) in leadership roles in Client Operations, or related client service functions, with at least 3 years in a senior leadership capacity.
• Demonstrated success managing large and diverse teams.
• Strong operational and analytical capabilities, with experience leading data-driven decision-making.
• Exceptional client-facing skills and experience in managing complex client relationships.
• Experience in scaling global operations and implementing process improvements across multiple functions.
• Excellent communication, interpersonal, and executive presence, with the ability to influence stakeholders at all levels.
• Bachelor's degree required; MBA or advanced degree preferred.

Working Hours Requirement

• 3 days a week in office working UK hours
• 2 days a week remote working UK hours