THE ROLE
A Growth & Operations Lead to own the freelancer side of the Servi marketplace — from strategy and outreach to vetting, activation, and retention. This is a hands-on, field-heavy role that sits at the intersection of business development, operations, and marketplace management. The person will work directly alongside the co-founders to build the supply engine that makes Servi run.
KEY RESPONSIBILITIES
1. Supply Growth Strategy & Planning
Help define freelancer supply targets per vertical and area.
Structure service verticals and sub-verticals, and set clear requirements per vertical, skills, certifications, experience, availability and others.
Identify and prioritize acquisition channels and adjust supply planning based on operational needs and early demand signals.
2. Supply Outreach & Partnership Coordination
Build relationships with universities, public and private institutions, and community organizations to grow the freelancer network.
Lead freelancer acquisition through job fairs, partnerships, cold outreach, referrals, and on-ground initiatives.
Support ambassador and referral programs to accelerate supply growth, in addition to other initiatives.
3. Pipeline Management & Conversion
Own and manage the freelancer pipeline from initial reach and contact through to activation.
Maintain structured tracking systems and dashboards, to monitor conversion rates across all onboarding stages.
Identify drop-off points in the funnel and improve outreach messaging, scripts, and onboarding flows accordingly.
Convert non-freelancers into service providers.
4. Freelancer Vetting & Quality Control
Own the vetting pipeline end-to-end: document collection, identity verification (KYC), interview scheduling, and onboarding.
Define and enforce quality standards and acceptance criteria per vertical.
Support Trust & Safety processes by ensuring proper verification, maintaining quality standards, and resolving issues when they arise.
5. Marketplace Operations & Freelancer Management
Ensure balanced supply across verticals and areas, monitor freelancer availability, readiness, and utilization.
Build and maintain relationships with freelancers post-onboarding, supporting them through their engagements and growth.
Monitor performance, engagement, and retention. Handle freelancer issues, feedback, and escalations.
Support engagement initiatives to keep the supply base active and motivated.
6. Reporting & Performance Tracking
Maintain structured dashboards tracking acquisition, conversion, activation, and retention metrics.
Provide regular reporting on supply growth, quality levels, and operational gaps. Track key KPIs and flag risks or bottlenecks.
Research and act on insights around freelancer behavior, pricing, and vertical dynamics.
7. Research & Process Benchmarking
Research regional and global platforms to benchmark best practices in supply operations and freelancer management.
Translate findings into internal playbooks, processes, and guidelines; contribute to building a structured knowledge base for scaling.
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