Customer Operations Manager, Whatnot
$80-110k
+ Stock options
Live stream platform & marketplace
Job no longer available
Live stream platform & marketplace
1001+ employees
Job no longer available
$80-110k
+ Stock options
1001+ employees
Company mission
To enable anyone to turn their passion into a business and bring people together through commerce.
Role
Who you are
- You have strong leadership, communication, and problem-solving skills
- Your scope will include driving ops readiness for new process implementations and/or changes, deeply understanding operational performance metrics, and driving continuous improvement loops that proactively qualify and address customer experience opportunities
- Experience in the e-commerce industry and familiarity with marketplace platforms is also beneficial
- Bachelor's Degree
- Minimum 7+ years of experience in consulting, operations, or strategy-related role at a fast-growing startup
- Experience building and documenting efficient processes/SOPs that scale across a large organization
- Advanced analytical competency: expert Excel/Sheets ability, advanced analytics (SQL/Python/Tableau/etc.) experience a strong plus
- Proven success in relying on data to advise ops/support decisions
- Self-motivated with a strong affinity for strategic problem solving and driving action
- Persuasive written and verbal communication skills across diverse functions and teams
- Experience with process optimization, program management, customer support strategy or quality assurance project ownership
- Experience with customer experience strategy or customer service environment
What the job involves
- As a Customer Operations Manager, you will partner closely with collaborators across support, trust & safety, fulfillment, product, engineering, and ops to support the implementation of new products, policies, and processes
- Design & implement high-impact initiatives that improve the support experience for customers
- Lead a broad range of new product, policy, process, or change management projects to ensure operational readiness
- Constantly improve operational performance by identifying & sizing problems, evaluating available remedies, and driving agreed-upon approaches through to completion
- Build, define, lead and improve specific KPIs and support metrics
- Turn customer data information into meaningful product, support, and operational improvements
- Be the subject matter expert for the best support practices acquired internally and externally
- Drive continuous efforts to improve support infrastructure and processes
- Work with cross-functional partners (ops, product, engineering) in pursuit of these initiatives
- Own ad-hoc/special projects as they come up
Our take
Live shopping is changing the way people engage with eCommerce and Whatnot is one of the key platforms driving this shift. The company operates across the US, UK, and Europe, where millions of people connect each day to buy, sell, and build communities around shared interests.
Founded in 2019, Whatnot allows real-time auctions where buyers can watch sellers showcase products and share their expertise, creating a more interactive and personal shopper experience. Sellers include individual creators and small businesses who use live shows to reach audiences and grow their online presence.
As of 2025, the company reports over $6B in sales, with sellers earning significantly more on average than other major marketplaces. And with a range of investor support, Whatnot is committed to developing new ways to make online shopping more social and community-driven.
Steph
Company Specialist at Welcome to the Jungle
Meet the team
Jon Malkemus, VP Product Design
Insights
54% employee growth in 12 months
Company
Funding (last 2 of 8 rounds)
Oct 2025
$225m
SERIES F
Jan 2025
$265m
SERIES E
Total funding: $974.2m
Company benefits
- Wellness: Health, dental, vision, and life insurance plans. We also cover some of the cost for your dependents as well.
- Compensation: Generous compensation, including a competitive base salary and equity. Whatnot offers monthly reimbursement for internet and phone costs, along with a one-time home office set-up allowance. Whatnot offers a pension plan and matches employee contributions of up to 4% of the employee’s base salary.
- Recharge: Whatnot gives you the freedom to take time off as you see fit. And, we take company-wide Winter and Summer breaks so we can recharge. Whatnot provides a monthly allowance for wellness expenses. We know that to take care of our customers, we have to take care of ourselves. Supplemental health and life insurance coverage comes standard at Whatnot. 16 weeks of paid parental leave, and an additional one-month gradual return-to-work period.* Plus an additional childcare allowance, and a lifetime allowance for family planning, including adoption and fertility expenses. *The leave allowances provided by Whatnot may be dictated / informed by your country’s legal requirements,
- Flexibility: As a remote co-located team, we’re inspired by innovation and anchored in our values. With hubs in the US, UK, Germany, Ireland, and Poland, we’re building the future of online marketplaces –together.
Company values
- Always listen to customers
- Move uncomfortably fast
- Prioritize impact ruthlessly
- Own everything and nothing
- Set crazy goals
- Provide extreme transparency
- Optimize for the upside
- Team over ego
- Figure it out
- Deeply understand why
- Have fun & be kind
Company HQ
Venice, Los Angeles, CA
Articles
Leadership
Grant LaFontaine
(Co-Founder & CEO)Former Product Marketing Manager at Google, Project Manager at Facebook. Also co-founded Kit.
Logan Head
(Co-Founder & CTO)Experience in Engineering, including at Maker's Row, Factr, and Flight Club. Former Senior Product Manager at GOAT.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 91 more jobs at Whatnot