Marketplace Operations Lead

Mento is a human and AI coaching company with the mission to help people perform their best at work. We’re reinventing how companies develop their talent by pairing them with top operators in their field for 1-on-1 coaching and mentorship, and leveraging AI technology to build a solution that can scale our impact.

We’re empowering the employees at the fastest-growing companies, with 5x user growth and 3x revenue growth in the past year. Our partners include Anthropic, Gusto, Hims & Hers, Whatnot, 1Password, Brex, Vercel, and Cox Enterprises.

As Mento's Marketplace Operations Lead, you'll transform our member-coach matching experience from a high-touch, manual process into a scalable, AI-powered system. This is a 0-1 role where you'll systematically productize an operation that currently delivers exceptional outcomes (>4.9/5 satisfaction) without sacrificing quality. You'll combine talent marketplace expertise with operational rigor to design the systems, experiments, and cross-functional partnerships that enable Mento to scale 2-5x while maintaining our reputation for perfect-fit matching. Starting with hands-on execution, you'll evolve the role toward continuous improvement through data analysis, systems design, and process optimization.

• Develop and execute the strategic vision for Mento's member-coach matching process, building the bridge from current human-powered to future AI-augmented matching within four to six months
• Own and optimize the full member journey – managing a hands-on member experience (sign-up, matching, rotations, and transitions) while building scalable, automated processes to reduce manual work
• Own marketplace KPIs and use data to drive continuous improvement: match quality, time-to-match, coach utilization, member satisfaction, coach satisfaction, matching efficiency and cost
• Establish metrics and reporting frameworks to measure marketplace health, identify patterns and bottlenecks, and surface opportunities
• Lead with an AI experimentation mindset – constantly piloting tools, testing solutions, and running operational experiments that increase efficiency and improve outcomes without sacrificing personalization
• Develop forecasting models to predict demand fluctuations and balance supply-demand dynamics across coaching specialties
• Maintain deep knowledge of member personas and coach roster (specializations, styles, capacity) to inform manual and algorithmic matching decisions
• Partner cross-functionally to proactively identify dependencies, gaps, and process improvements that increase efficiency for all stakeholders

• Are energized by 0-1 challenges where you build the plane while flying it
• Thrive in ambiguity and can create clarity and focus in complex problem spaces
• Are deeply analytical and experienced with data tools (SQL, Excel, or similar) to manipulate data, draw insights, and drive decisions
• Have exceptional interpersonal skills and can build trust with executives, high-performers, and cross-functional teams
• Enjoy connecting on calls and excel at creating space for people to open up – you listen deeply and uncover what's really happening
• Move quickly with a bias to action – no task is beneath you, and you lead from the front
• Are highly organized and able to prioritize and juggle multiple tasks

Preferred Qualifications

• Have 3+ years in talent acquisition, recruiting operations, or marketplace/platform operations (preferably tech or consulting)
• Proven track record optimizing matching, pairing, or recommendation systems in two-sided marketplaces (coaching, recruiting, talent platforms)
• Project management and process improvement experience with measurable results
• Comfort/fluency with AI tools, CRM systems (Hubspot), workflow automation platforms (Zapier), and scheduling tools.

• We are a company dedicated to empowering professionals to live meaningful careers. That starts with our culture at Mento. 
• You’re very excited about being part of a team crafting novel ways for people, teams, and companies to unlock their performance, growth, and how we all work together.
• We work hard to foster a workplace built around trust, respect, collaboration, and having fun.
• We are a highly collaborative work environment where every team member plays a critical role in building our products, shaping our culture, and growing our business.  We operate in a fast-paced environment where ideas, experimentation, and execution matter equally. This is a unique opportunity to join an early-stage, mission-driven team.
• We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users. If you’re passionate about helping more people feel and perform their best at work, we want to hear from you.

🏢 San Francisco Bay Area and LA Offices: we offer a hybrid work model in a collaborative office environment for SF Bay Area or LA based employees

💰 Competitive salary and equity

🏥 Medical, dental, vision, and a 401k plan

🌴 Unlimited vacation (We actually mean this! it's important to keep yourself fresh)

👥 Access to your own Mento Coach

🚊 Commuter benefits for Bay Area transportation