Manager, Site Operations

Material Bank is the world’s largest material marketplace for the architecture and design industry. Operating in 37 countries, our platform has become the standard for design professionals around the globe. Every day, Material Bank connects thousands of designers with tens of thousands of materials from leading brands. Material Bank is the fastest and most powerful way for design professionals to search, sample, and specify materials.

About the Role 

As the Site Operations Manager, you'll partner closely with the Senior Manager, Platform Operations, leading the end-to-end operations that ensure users have seamless experiences on the Material Bank platform. You will manage a global site operations team and serve as a cross-functional partner to Product, Search, and Brand Services. 

To succeed, you must bring a high sense of ownership, sharp attention to detail, and a passion for building reliable, well-run systems. You are someone who holds the line on quality — not just identifying problems but driving them to resolution and putting the right processes in place to prevent recurrence. 

Your scope spans customer success and member vetting to site merchandising execution, performance monitoring, and backend system integrity. This role is built for an operator who thrives in complexity, communicates with clarity, and takes pride in making platforms work better — for the users who rely on them and the internal teams who support them. 

What You'll Do 

• Lead and manage the global site operations team, overseeing the people, tools, and processes that power customer success and member vetting functions 

• Ensure site merchandising features are supported and executed with precision, partnering with Product and Brand Services 

• Monitor site performance continuously, ensuring issues are identified, escalated, and resolved within SLA 

• Ensure site backend connections and dependent systems are running reliably and meeting defined service levels 

• Drive process optimization across all operational functions, delivering measurable improvements on a recurring basis 

• Serve as a cross-functional partner to Product, Search, and Brand Services, ensuring operational readiness for platform changes 

• Navigate complex client-facing situations with professionalism and a solutions-first mindset 


• Build scalable operating structures and develop a high-performing, focused team over time 

What You'll Bring 

• 5+ years of experience in site operations, platform operations, or a related technical function, with direct people management experience 

• Strong understanding of ecommerce or marketplace platforms, including site monitoring, merchandising operations, and customer success workflows 

• Experience managing operational SLAs and KPIs, with a track record of driving performance improvements 

• Ability to work across technical and non-technical stakeholders, translating operational issues into clear priorities 

• Highly organized and process-oriented, with a demonstrated ability to build operating structures in fast-moving environments 

• Sound judgment in client and partner management, including navigating difficult situations with composure 

• Familiarity with backend system integrations, support tooling, and site analytics is a strong plus