Marketplace Delivery Team Manager

Smartcat is building the future of work, where human expertise meets digital teammates to drive 10x to 1000x productivity gains for the world’s leading enterprises.

We’re on the frontier of an entirely new category: Agentic AI. We enable enterprises to build high-performing hybrid workforces made up of both humans and AI agents. These AI agents aren’t generic copilots. They’re fully trained digital teammates that learn from your best people, your content, and your business strategy—ready to get to work from day one.

Our platform combines generative AI, human-in-the-loop workflows, and a living Enterprise Skill Graph that continuously learns and improves. Whether you're launching a product globally, onboarding new hires, translating learning content, or aligning legal teams across regions, Smartcat turns knowledge into action and action into scale.

Over 1,000 companies, including 20% of the Fortune 500, rely on Smartcat to bring their business to the world—instantly, accurately, and in every language. As a Series C company with consistently high year-over-year growth, we’re scaling fast and investing in people who want to shape the future of work with us.

Join us in unlocking global potential, one human and agent team at a time.

Mission:

You will join Smartcat’s GTM org as a Marketplace Delivery Team Manager, owning the full marketplace onboarding experience and ensuring successful marketplace adoption across the entire customer lifecycle—from pre-sales to steady-state operations. Marketplace Delivery Managers are responsible for guiding customers through Smartcat’s marketplace model and technologies, reducing operational risks, and enabling efficient, scalable multilingual content delivery.

In this role, you will ensure customers achieve reliable outcomes and gain confidence in Smartcat’s marketplace. Our main team objective is to safeguard our service-level commitments for quality and on-time marketplace delivery by overseeing supplier selection for specific translation workflows, monitoring project execution, and intervening when necessary to.

Outcomes:

This is an outcome-driven role that demands operational ownership, precise execution, and the ability to manage multiple complex workflows simultaneously.

You will:

• Deliver full onboarding and continuous improvement coverage for new and existing customers using the Smartcat Marketplace
• Leverage Smartcat’s automation technologies to reach 90% workflow automation across supported accounts
• Ensure 100% SLA compliance for quality and on-time delivery, stepping in when needed
• Build and maintain trusted vendor teams, enabling them with Smartcat AI tools and best practices

Core responsibilities:

Customer Onboarding & Workflow Setup

• Partner with GTM Account teams to scope requirements and align on goals, quality expectations, formats, and workflows
• Deliver marketplace training, ensuring customers understand how to create, manage, and assign projects efficiently
• Configure and automate workflow steps including freelancer assignment, vendor management, and workspace settings
• Support payment workflows, including facilitating payments to freelancers, and ensuring compliance with payment guidelines.

Supplier & Resource Management

• Monitor freelancer capacity, performance, and specialization to match project requirements
• Utilize Smartcat AI for supplier selection, supplementing with manual sourcing for rare language pairs or niche domains
• Support manual quote creation when applicable
• Build and maintain pools of trusted linguists and teams

Quality Assurance & Delivery Oversight

• Set up and manage language assets (TMs, glossaries, style guides) and QA automation tools
• Coordinate sample reviews and independent quality checks
• Monitor delivery progress, mitigate risks, and intervene to protect SLAs
• Lead issue resolution and escalation management when necessary

Support for Proof-of-Concept (POC) Projects

• Help define success criteria, timelines, and workflows during POCs
• Ensure smooth execution and help demonstrate value to accelerate customer decisions

Cross-Functional Collaboration & Product Feedback

• Work closely with CX, Product, Engineering, and Account teams to deliver customer outcomes
• Submit actionable bug reports, workflow insights, and technical feedback
• Identify recurring customer needs and influence product roadmap priorities
• Serve as an internal and external advocate for marketplace best practices

Requirements:

• 5+ years of experience in project management, vendor management, supply chain management, or operations
• Experience with marketplace environments or large vendor/freelancer pools is a strong plus
• Certification in project management, such as PMP (Project Management Professional), is a plus.
• Proven ability to scope projects, allocate resources, manage risk, and track delivery performance.
• While not as technically focused as a developer or engineer, a Marketplace Delivery Manager should have a good understanding of technical concepts related to translation technologies being able to leverage AI tools to streamline current processes.
• Proven ability to deliver support, training, and adoption initiatives
• Entrepreneurial mindset with curiosity, problem-solving ability, and collaborative approach
• Excellent communication skills with experience presenting to different audiences
• High attention to detail and strong customer empathy.
• Integrity and full commitment.
• Ability to work under pressure and tight deadlines.
• Comfortable working with remote, multicultural teams.
• Openness to constructive feedback and the opinions and ideas of others.
• Fluent English (additional languages desirable)
• Experience working with large pools of freelancers/vendors or marketplace environments.

• A global, connected team
  We’re a team of 200+ people across 30+ countries, working together through a hub-and-spoke model anchored in eight key locations: New York, London, Lisbon, Costa Rica, Serbia, Armenia, Georgia, and Spain. Most of our roles are remote-friendly, giving you the flexibility to do your best work from where you thrive. For customer-facing teams, we prioritize proximity to our customers, ensuring we stay deeply connected to their needs and deliver an exceptional experience. No matter where you’re based, you’ll be part of a highly collaborative, globally-distributed team that values ownership, speed, and meaningful impact.
• Be part of an AI Native Organization
  We are highly innovative, using AI across all areas of the organization to accelerate decision-making and free people to focus on strategy and high-impact work. We embrace new ideas and encourage all Smartcaters, regardless of level or department, to manage their own AI Agents. At Smartcat you’ll shape how AI transforms the workplace and play an integral role in ensuring Smartcat remains a leader in AI innovation.
• Innovating a $100 Billion industry
  Smartcat is reshaping the $100B multilingual content industry with an AI-powered platform that makes it easy for companies to create, translate, and localize global content at scale. Our platform enables enterprise teams to move away from slow, traditional outsourcing methods, and achieve fast, high-quality results, at a fraction of the cost.
• Join the rocketship to scale-up 10x and beyond together
  We are looking for someone to become an integral part of our team and play a crucial role in the most exciting part of our journey: transitioning from a post-Series C startup to a company exceeding $100M in ARR and $1B in valuation. Our journey isn’t for the faint of heart. We are growing at 130% YoY, thanks to our strong product-market fit and high-performing team, and plan to accelerate from here.
• Smartcat Culture Code: Where Diversity Meets High Performance
  At Smartcat, we are committed to building a culture that highlights respect and appreciation for each individual's unique background and perspective, while maintaining a strong focus on results and engagement. We believe in welcoming everyone and fostering an inclusive environment where team members can be their authentic selves at work. Our commitment to inclusion is steadfast, and we stand firmly against discrimination and harassment.