We’re at the forefront of the data revolution, committed to building the world’s greatest data and applications platform. Our ‘get it done’ culture allows everyone at Snowflake to have an equal opportunity to innovate on new ideas, create work with a lasting impact, and excel in a culture of collaboration.
As companies migrate to the Cloud, and as businesses need access to an ever increasing volume of Data to deliver insights and impact, Snowflake is in a unique position to deliver on the Data Cloud.
The Snowflake Marketplace, a business-to-business marketplace, enables any company/users (“Consumers”) to seamlessly discover and access valuable data products, such as data/functions/applications from other companies (“Providers”) distributing them via Listings.
The Marketplace Operations team is part of the broader Product organization that is building a vibrant Marketplace aimed to change the way businesses collaborate with Data. The Marketplace Operations team is responsible for ensuring a seamless experience for Providers as they onboard and publish their Listings, as well as a trusted experience for Consumers consuming the Providers’ Data Products delivered via the Marketplace.
As the Marketplace Product Operations Manager, you will be responsible for helping scale the Snowflake Marketplace by setting up the framework to scale and by driving key operational workflows (e.g., listing reviews, provider onboarding, customer escalations) to ensure a strong customer experience. You will also work closely with Product to influence Product design and support product launches.
You will join a highly collaborative cross-functional team and help unlock the potential of the Marketplace.
RESPONSIBILITIES:
- Define key Product, Policy, Tools and Process requirements to scale processes as the Marketplace grows, and address identified gaps.
- Define and design the customer experience and deliver the underlying core operational workflows (e.g., Provider onboarding, Listing approvals, Troubleshooting Support) to ensure a trusted, easy and seamless experience with the Marketplace.
- Implement and improve workflows (automate if feasible), including guidelines/policy enforcement guidelines, tools, documentation.
- Define success metrics and track workflow performance.
- Conduct regular incoming listing reviews to ensure compliance with our Policies and understand marketplace issues to continue to enhance the workflows and policies.
- Coordinate and help resolve Customer escalations working closely with Product, Engineering, Sales, Legal, and Sales, and distill the root cause to systematically resolve the issue.
- Partner with product to provide clearly share requirements of Marketplace Operations team on any new product Designs to ensure Trust in the Marketplace.
PREFERRED EXPERIENCE:
- Bachelor's degree or equivalent practical experience.
- 10+ years of overall experience with 5+ years in Trust & Safety, Product Operations or Support Operations.
- Experience at a leading technology company in a customer facing/enablement role (operations/enforcement/ enablement). Experience with Cloud, SaaS environments is a plus.
- Demonstrated ability to identify and solve complex problems quickly with minimal management guidance, leveraging data and analysis.
- Experience working with Product and Engineering to provide input on Product design and write requirements for the Marketplace Operations team tools.
- Excellent process improvement, project management, stakeholder management, and written/verbal communication (framing, storytelling) skills.
- Comfort with ambiguity driven by fast product and customer changes and with a fast-paced environment.
- Expert SQL skills (e.g., Joins, Subqueries, Constraints) – using SQL on a daily basis to solve problems and build dashboards. Python, Scala or Java a plus