Manager, Provider Experience

About the Role:

The Marketplace Provider Operations team at Field Nation is seeking a passionate and results-oriented manager to lead the Provider Experience team. The Manager, Provider Experience (PX) oversees three teams who play an important role in the nurturing and growth of our Provider Community: Provider Onboarding, Provider Quality Assurance, and Provider Success. The PX Manager plays a pivotal role in ensuring a seamless and positive experience for our service providers and service companies throughout their Field Nation journey.

Why is this role important to Field Nation? 

Field Nation is a two-sided marketplace that connects buyer service companies in the Field IT Services space with a network of providers, Field IT technicians, who have the skills buyers are looking for to complete work. This role oversees the teams responsible for new provider onboarding, marketplace education, friction reduction, provider work quality, experience enhancement, and resource retention. The PX Manager encapsulates these responsibilities to provide Field Nation with feedback and guidance that informs the overall company provider community strategy. This position works closely with other Marketplace Provider Operations teams, as well as Product, Marketing, and Support Operations. This role reports to the Director of Marketplace Provider Operations. 

What you'll get to do:

• Develop and implement a comprehensive strategy to optimize provider experience across all touchpoints in partnership with cross-functional leaders
• Drive overall network health by ensuring provider engagement, adoption and satisfaction while driving the quality outcomes buyers expect
• Align near and long term Objectives and Key Results (OKRs) with overarching Field Nation business objectives; ensure successful achievement

• Own the onboarding and identity verification efforts for all new independent providers and service companies
• Supervise high-touch onboarding, implementation, and training efforts for buyer referred independent providers and service companies
• Identify “High Potential” providers early and fast track them to get started in growing their business on the platform

• Partner with cross-functional teams to:
• Continuously improve the provider and service company onboarding experiences
• Programmatically identify new, high-valued providers; orchestrate rapid engagement
• Cyclically publish education artifacts, training material, and/or nurture efforts via established resource channels targeting improved onboarding behaviors or practices

• Institute and perpetuate high level provider and service company delivery standards
• Manage and maintain quality assurance processes that deliver consistently fair and balanced performance determinations
• Raise the quality bar for established providers and educate new providers on quality standards in order to ensure quality outcomes for buyer companies

• Partner with cross-functional teams to:
• Continuously refine and enforce the Provider Quality Assurance Policy (PQAP)
• Programmatically identify disruptive providers; orchestrate rapid disengagement
• Cyclically publish education artifacts, training material, and/or nurture efforts via established resource channels targeting improved quality and reliability metrics

• Help the best providers to differentiate themselves from the crowd and maximize their business on the Field Nation platform
• Use knowledge of marketplace talent demographics and trending sentiments to inform engagement and retention best practices

• Partner with cross-functional teams to:
• Continuously enhance provider engagement, satisfaction, and retention
• Programmatically identify provider marketplace pain points; implement solutions
• Cyclically publish education artifacts, training material, and/or nurture efforts via established resource channels targeting improved retention and provider sentiment

• Curate a community of high-valued providers and service companies using a “1 to Many” communication and education strategy
• Measure and continuously refine all network effects related to provider education, training opportunities, retention, and network communication strategies

• Partner with cross-functional teams to:
• Develop provider segmentation strategies
• Connect providers to fellow providers, partner influencers, partner enablers, and industry best practices driving positive marketplace change
• Programmatically enable provider relationship opportunities; drive retention
• Cyclically publish education artifacts, training material, and/or nurture efforts via established resource channels identifying network community opportunities

• Provide effective leadership, coaching, and mentorship to direct reports across PX teams
• Oversee the recruitment, onboarding, and performance management of team members
• Foster a collaborative and results-oriented environment within the three PX teams
• Empower and delegate tasks effectively, fostering a culture of ownership and accountability
• Conduct regular performance reviews and establish development plans for team members

• Minimum 5 years leadership experience working for a marketplace business or Community Management / Development role for online platform with experience working with large scale community to drive desired outcomes
• Demonstrated ability to scale communications through various channels such as webinars, social media, forums, podcasts, etc.
• Proven track record measuring what matters; successfully establishing and achieving OKRs
• Experience building and leading teams to achieve scalable results
• Strong understanding of marketplace talent experience management best practices preferred
• Excellent communication and collaboration skills; thrives in a cross-functional environment
• Data-driven decision-making skills; can analyze and translate insights into actionable strategies
• Ability to manage multiple priorities effectively and work in a fast-paced environment
• Strong understanding of the gig economy or service marketplace landscape (a plus)

• Unlimited paid time off
• Annual vacation bonus - yes, we’ll pay you a bonus to take paid time off!
• Individualized growth and development plans
• Strong values around work/life balance
• Community involvement opportunities
• Competitive benefits: medical, dental, vision, paid parental leave & 401k
• Exposure to cutting edge technologies to solve meaningful problems

Come as you are:

At Field Nation, we believe work is about more than checking the right boxes.  If you don’t meet 100% of the requirements for this role, but still feel you’d be a good fit, we want to hear from you!  We review all applications and may even have another open position where you are the perfect fit.

Field Nation offers a flexible, highly collaborative, hybrid work environment.   We are looking for people to join our high performance culture in the states of Minnesota, Wisconsin, Texas, Georgia, Nebraska, North Carolina, South Carolina, Ohio, Arizona, Washington, Oregon, Michigan, Illinois, Kansas, Virginia, Indiana, Kentucky, Colorado, Utah and Florida.

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