Director, Strategy & Operations - Service Delivery

The salary range may be inclusive of several levels that would be applicable to the position. Final salary will be based on a number of factors including, level, relevant prior experience, skills, and expertise. This range is only inclusive of base salary, not benefits (more details below) or equity.

Overview

Application

🚀 Join the Future of Commerce with Whatnot!

Whatnot is the largest livestream shopping platform in North America and Europe to buy, sell, and discover the things you love. Whether it's trading cards, fashion, electronics, or live plants, our sellers are building real businesses across hundreds of categories. We're building live commerce at a scale that's never been done in the West, and there's no playbook to copy. The people here are shaping how an entirely new industry develops.

As a remote co-located team, we're inspired by our values and anchored in hubs across the US, UK, Ireland, Poland, Germany, and Australia. We move fast, stay close to our users, and focus on the work that drives the most impact.

We're one of the fastest growing marketplaces and were recently named the #1 Best Startup Employer in America by Forbes. Check out the latest Whatnot updates on our news and engineering blogs and join us as we enable anyone to turn their passion into a business and bring people together through commerce.

💻 Role

Develop and execute commerce and operations strategies that support Whatnot’s growth across post-purchase operations, with a focus on scaling our Vendor footprint for customer experience and Trust & Risk–related issues

Apply strong analytical rigor to operational and commerce data, surfacing insights that inform initiatives to improve quality, speed, and scalability across the Operations team

Lead and set the strategy for Whatnot’s Operations vendor framework, deploying managers and specialists to drive outcomes, set priorities, guide execution, and ensure high-quality delivery for Whatnot’s users

Define and track vendor KPIs, monitor quality and SLAs, and drive continuous performance improvement across partner sites

Lead strategic sourcing efforts to expand vendor coverage across new capabilities or geographies in support of business growth and continuity

Build scalable systems and processes that allow Customer Experience and Trust & Risk support teams to expand quickly while maintaining high-quality support for Whatnot’s users

Partner cross-functionally with Product, Engineering, and other stakeholders to translate insights from user interactions into initiatives that support scale and improved outcomes

Team members in this role are required to be within commuting distance of our New York, San Francisco, Phoenix, or Los Angeles hubs.

👋 You

People who do well at Whatnot tend to be comfortable figuring things out as they go, biased toward action, and genuinely curious about what they're building. They care more about outcomes than credit and stay close to the product and the people using it.

As our next Strategy & Operations Director, you bring deep experience leading complex operations, driving cross-functional initiatives, and translating data into meaningful business outcomes in fast-paced, ambiguous environments.

You should have 12+ years of experience across strategy, operations, or general management roles (e.g., consulting, operations, finance, GM), plus:

Proven experience operating in high-growth scaling environments, with a strong track record of driving operational improvement and building and leading high performing teams

Strong strategic and analytical judgment, with the ability to synthesize data, metrics, and qualitative insights into clear recommendations and decisions

Experience leading large, cross-functional initiatives and managing complex, multi-threaded projects end to end

Proven ability to work with external partners or vendors in scaled, global operating models

Exceptional leadership skills, with experience setting direction, guiding execution, and driving accountability across teams

Ability to manage shifting priorities while maintaining structure, focus, and operational rigor

Proficiency in data analysis and reporting tools; experience with SQL and analytics platforms (e.g., Looker, Sigma, Hex)

🎁 Benefits

Flexible Time off Policy and Company-wide Holidays (including a spring and winter break)

Health Insurance options including Medical, Dental, Vision

Work From Home Support

• Home office setup allowance
• Monthly allowance for cell phone and internet
• Care benefits
• Monthly allowance for wellness
• Annual allowance towards Childcare
• Lifetime benefit for family planning, such as adoption or fertility expenses
• Retirement; 401k offering for Traditional and Roth accounts in the US (employer match up to 4% of base salary) and Pension plans internationally
• Monthly allowance to dogfood the app

Parental Leave

16 weeks of paid parental leave + one month gradual return to work *company leave allowances run concurrently with country leave requirements which take precedence.

💛 EOE

Whatnot is proud to be an Equal Opportunity Employer. We value diversity, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, parental status, disability status, or any other status protected by local law. We believe that our work is better and our company culture is improved when we encourage, support, and respect the different skills and experiences represented within our workforce.