Online Marketplace Professionals: What Are They and What Do They Do?

Online marketplaces have transformed the way people buy, sell, and interact digitally. From eCommerce platforms like Amazon and eBay to service-based marketplaces like Airbnb and Uber, online marketplace professionals are responsible for managing, growing, and optimizing these platforms. These experts ensure that both buyers and sellers have seamless experiences, driving engagement and revenue. But what exactly do they do, and why are they so essential?

What Is an Online Marketplace Professional?

An online marketplace professional is responsible for managing the operations, growth, and success of an online platform that connects buyers and sellers. They work across industries such as eCommerce, gig economy, travel, and B2B marketplaces, ensuring smooth transactions, trust, and platform scalability.

These professionals collaborate with teams in product, marketing, sales, data analytics, trust & safety, and customer support to create a thriving online ecosystem. Their work revolves around user experience, monetization, fraud prevention, and platform optimization to ensure sustainable marketplace growth.

Key Responsibilities of Online Marketplace Professionals

While specific responsibilities vary based on the marketplace type and industry, most online marketplace professionals focus on these core areas:

1. Platform Growth & Seller Acquisition

They drive user acquisition strategies to onboard buyers and sellers while ensuring supply and demand balance.

2. Trust & Safety

They prevent fraud, manage dispute resolution, and enforce platform policies to ensure marketplace integrity.

3. Pricing & Monetization

They develop commission models, subscription plans, and listing fees to maximize marketplace revenue.

4. Customer Experience & Retention

They optimize buyer and seller interactions through seamless UX, reviews, and customer support.

5. Data & Performance Analytics

They analyze seller success metrics, buyer behavior, and conversion rates to drive platform improvements.

6. Marketplace Policies & Compliance

They ensure regulatory compliance, fair trading practices, and risk management to protect users.

Online Marketplace Job Titles and Responsibilities

Online marketplace professionals hold various titles depending on their expertise and seniority. Below is a breakdown of key roles across different levels, along with their typical responsibilities.

Executive-Level Titles

1. Chief Marketplace Officer (CMO)

The CMO leads the overall strategy for marketplace growth, monetization, and operations.
Responsibilities:

• Balancing supply (sellers) and demand (buyers).
• Overseeing marketplace trust, safety, and policy enforcement.
• Defining long-term marketplace expansion and revenue strategies.
  Example: Airbnb’s former CMO, Jonathan Mildenhall, played a key role in scaling the platform globally.

2. Chief Growth Officer (CGO)

The CGO focuses on user acquisition, retention, and marketplace engagement.
Responsibilities:

• Driving user acquisition through performance marketing and SEO.
• Optimizing conversion funnels and user engagement strategies.

3. Chief Operations Officer (COO) - Marketplace Operations

Leads marketplace logistics, payments, customer service, and compliance efforts.
Responsibilities:

• Managing order fulfillment and payment processes.
• Ensuring platform scalability and customer satisfaction.

4. Chief Trust & Safety Officer

Oversees fraud detection, dispute resolution, and content moderation.

5. Vice President of Marketplace Strategy

Defines marketplace business models, transaction policies, and revenue optimization.

Senior-Level Titles

6. Vice President of Seller Growth & Engagement

Manages onboarding, seller success programs, and retention strategies.

7. Vice President of Buyer Experience

Ensures frictionless buyer journeys, checkout processes, and user trust initiatives.

8. Vice President of Monetization & Pricing

Develops commission structures, subscription models, and marketplace fees.

9. Vice President of Data & Marketplace Insights

Tracks seller performance, pricing elasticity, and transaction patterns to optimize the platform.

10. Vice President of Platform Operations

Oversees marketplace logistics, fulfillment, and payment infrastructure.

Director-Level Titles

11. Director of Marketplace Growth

Leads expansion into new verticals, geographic markets, and customer segments.

12. Director of Seller Success

Manages seller education, performance tracking, and policy enforcement.

13. Director of Payments & Fraud Prevention

Oversees secure payment processing and fraud risk management.

14. Director of Marketplace Analytics

Analyzes buyer and seller trends, pricing data, and retention metrics.

15. Director of Customer Trust & Support

Develops user safety protocols, customer service workflows, and dispute resolutions.

Manager-Level Titles

16. Marketplace Operations Manager

Handles daily marketplace performance, seller onboarding, and issue resolution.

17. Growth Marketing Manager - Marketplace

Drives paid acquisition, organic growth, and referral strategies.

18. Seller Acquisition Manager

Focuses on attracting high-quality sellers to the platform.

19. Customer Experience Manager

Ensures a seamless buying and selling process with strong customer support.

20. Risk & Compliance Manager

Monitors marketplace policies, fraud detection, and regulatory compliance.

Specialized Marketplace Titles

21. Head of Marketplace Expansion

Leads growth into new markets and customer segments.

22. Marketplace Product Manager

Defines marketplace feature development, user flow optimizations, and seller tools.

23. Community & Engagement Manager

Builds trust between buyers and sellers through community engagement.

24. Performance & Seller Metrics Analyst

Tracks conversion rates, dispute resolution times, and seller performance.

25. Logistics & Fulfillment Manager

Oversees shipping, returns, and last-mile logistics in product marketplaces.

26. Advertising & Sponsored Listings Manager

Optimizes ad placements and promoted listings for marketplace sellers.

27. Payments & Checkout Optimization Lead

Enhances marketplace payment experiences, from checkout to refunds.

28. AI & Recommendation Engine Specialist

Develops personalized shopping experiences and search algorithms.

Why Are Online Marketplace Professionals Important?

Online marketplace professionals are the backbone of digital commerce, ensuring that buyers and sellers interact seamlessly. Without them, platforms would struggle with user acquisition, trust issues, fraud, and inefficient transactions.

Their expertise in platform growth, seller success, payment security, and customer experience ensures that marketplaces remain competitive, scalable, and profitable.

Whether you're building a new marketplace from scratch or optimizing an existing platform, strong marketplace leadership is key to long-term success.