Senior Platform Operations Manager (Temporary Assignment)

Are you ready to join the leading online marketplace where buyers and sellers come together to purchase or sell LEGO® products? If so, this role is the perfect opportunity to provide excellent support for our BrickLink community and organization!

This is a temporary position of approximately 1 year based on business needs.

Core Responsibilities

• Operating the future key account program related to the largest BrickLink sellers.
• Responsible for the development and operation of the Community Expert program, including onboarding of new community members, assignment of roles, payment processing, rewards, etc.
• Resolve complex problems for Marketplace fees and financials, including disputes.
• Developing the integration plan of service and back office related activities to the Consumer Shopper and Engagement Team including conducting regular check-ins to confirm that service levels and quality is met.
• Primary point of contact for topics including tax and other compliance-related requests, problem member reports, fraud reports, account deactivations, bugs etc.
• Outline and drive improvements in the marketplace, specifically those which solve problems in the community and will reduce administrative workload.
• Establishing, setting goals and owning relevant data points to ensure that we are on track to deliver on our goals related to implementation, integration, support level, etc.
• Maintaining a close relationship with internal partners such as Legal, Tax, Finance, Fraud, the BrickLink Product teams, etc.
• Providing training in how the platform is running and needs to be administered.
• Producing documentation to support the BrickLink processes related to member service and actions.
• Work closely with the BrickLink Portal team to provide ‘Community voice’ input to platform prioritizations.

Play your part in our team succeeding

BrickLink is also home to the biggest online database of LEGO parts, and the free 3D building app, Studio. This role serves as a critical interface between business, platform, support and community engagement with the primary responsibility to ensure a well-run platform while balancing the business as well as the support side of things. This includes timely support to our members, timely handling of raised cases (including handling of complex legal situations involving the sellers and buyers on the platform) while maintaining the functions internally that allow for a trusted platform experience while providing opportunities to our members that allow them to conduct their business as buyers and sellers in a proper, compliant and respectful way.

Do you have what it takes?

• Experience with data driven decision making and understanding of key performance indicators related to platform operations.
• Experience with legal and tax compliance on a global scale.
• Excellent written and spoken communication skills, and comfortable speaking to larger audiences.
• A phenomenal collaborator who can navigate with both internal teams and our platform members.
• Experience with complex dialogues such as conflict resolution, negotiating, etc.
• Understanding of the LEGO Group tone of voice and brand guidelines preferred.
• Experience with operations in a commercial environment with a community of members in the space that exists between the company and the members (similar to the Community Expert Program on BrickLink) preferred.
• Experience with Jira, Confluence, or similar tools preferred.
• Understanding how the BrickLink seller’s businesses are run preferred.
• Experience communicating in an environment with highly dedicated members in a brand relations role, a plus!

Additional details on this position

The salary for this position has a range of $120,400 - $180,700 USD based on anticipated responsibilities, market benchmarks, and organizational constraints. The LEGO Group carefully considers a wide range of compensation factors, including but not limited to prior experience, skills, expertise, location, internal equity, and other considerations permitted by law. The comprehensive remuneration details, inclusive of benefits, will be communicated upon finalization of the employment offer.

Our workplace enables our LEGO® colleagues to be and do their best at work. Introducing a flexible way of working through a hybrid working model is a great example of how we live up to our ambition. This 3 day in the office hybrid working model will exemplify our People Promise by embracing the different life situations of our colleagues.

Applications are reviewed on an ongoing basis. However, please note we do amend or withdraw our jobs and reserve the right to do so at any time, including prior to any advertised closing date. So, if you’re interested in this role we encourage you to apply as soon as possible.

What’s in it for you?

• Family Care Leave – We offer enhanced paid leave options for those important times.
• Insurances – All colleagues are covered by our life and disability insurance which provides protection and peace of mind.
• Wellbeing – We want you to be your best self, so you’ll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based.
• Colleague Discount – We know you’ll love to build so from day 1 you will qualify for our generous colleague discount.
• Bonus – We do our best work to succeed together. When goals are reached and if eligible, you’ll be rewarded through our bonus scheme.
• Your workplace – When you join the team you’ll be assigned a primary workplace location i.e. one of our Offices, stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

We strive to create a diverse, dynamic and inclusive culture of play at the LEGO Group, where everyone feels safe, valued and they belong. The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex, gender identity or expression, race/ethnicity, national origin, sexual orientation, disability, age, religion and Veteran status) to apply for roles in our team.

Research shows that women and people from different minority backgrounds often only apply for a job if they meet 100% of the listed qualifications. If you dream of being a part of our team and you meet many, but not all of our listed qualifications for this role, please apply.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds, the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day, playing a part in building a sustainable future and continuing our mission to “inspire and develop the builders of tomorrow.”

The LEGO Group is fully committed to Children’s Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening, as a condition of the offer.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Just imagine building your dream career. Then make it real. Join the LEGO® team today.