The Marketplace Operations Lead owns the day-to-day running of Mercana's marketplace and dropship channels. The role sits where order flow, fulfillment, and partner compliance meet: keeping orders moving inside partnership by windows, protecting scorecard standing, and resolving the chargebacks, returns, and exceptions that come with selling through third-party platforms.

This is a senior individual contributor role. It carries no direct reports, but it leads the channel functionally — setting the operating standard, documenting process, coaching coordinators, and pulling in Warehouse, Logistics, Design, Sales, and Accounting to close issues that no single function owns. The focus is accurate data, clean fulfillment, and healthy partner relationships — with enough analysis behind it to tell Sales and leadership what the channels are actually doing and what to change.

Key Outcomes

- On-time ship performance and partner scorecards held at or above target
- Chargebacks and compliance penalties reduced at source and recovered where disputed
- New marketplace and dropship partners brought live cleanly and on schedule
- Channel performance visible to Sales and leadership on a reliable cadence Key Responsibilities Marketplace & Dropship Channel Operations
- Own day-to-day operations across Mercana's marketplace and dropship partners, including order flow, fulfillment compliance, and issue resolution.
- Serve as the operational point of contact for partner account and support teams, managing routine requests, escalations, and alerts.
- Support the operational onboarding of recent marketplace and dropship partners — account configuration, integration testing and first-order validation.
- Monitor partner portals daily for exceptions, holds, policy changes, and action items, and drive them to closure. Order Flow & Fulfillment Compliance
- Monitor order intake across EDI, API, and portal channels and resolve failed, held, or unacknowledged orders before they age.




- Work with the Warehouse and Logistics teams to ensure orders ship within partner ship-by windows and routing requirements.
- Track and protect on-time ship performance, cancellation rates, and other fulfillment metrics that drive partner standing.
- Partner with the Customer Operations Coordinator, Logistics on routing, freight, and cross-border requirements for channel orders. Compliance, Chargebacks & Partner Scorecards
- Monitor partner scorecards and compliance programs; identify the drivers behind any decline and lead the corrective action.
- Investigate, document, and dispute chargebacks and compliance penalties, following through to recovery.
- Maintain a root-cause log of recurring compliance failures and drive fixes with the responsible function. Reporting & Channel Performance
- Report on channel performance — order volume, fulfillment metrics, chargebacks, returns, and item-level trends — on regular cadence.
- Analyze assortment performance by channel and recommend listing, content, or operational changes to Sales and Leadership.

Qualifications

- 3+ years in e-commerce, marketplace, or dropship operations, with direct hands-on ownership of partner channels.
- Working knowledge of marketplace and dropship partner portals, programmes, compliance regimes, and chargeback processes.
- Experience with EDI and API order flows, and with item setup and catalog management at scale.
- Strong analytical skills; advanced spreadsheet ability and comfort working with ERP or order management data.
- Excellent attention to detail with product data, documentation, and reconciliation.
- Clear written and verbal communication with partners and across internal functions; able to influence without direct authority.
- Comfortable setting priorities independently across competing partner demands in a fast-moving environment.
- Experience in furniture, home décor, or other big-and-bulky categories an asset.
- Post-secondary education in business, supply chain, marketing, or a related field, or equivalent practical experience.

📌 Marketplace Operations Lead (Surrey)
🏢 Mercana Furniture & Decor
📍 Surrey