GM of Payment Operations & Shipping (Senior Director)
Team: Marketing
Location: Depop - London
Company Description
Life is about creating. That's why we're home to over 30 million artists, stylists, designers, sneakerheads — and you? We're the community-powered, circular-minded marketplace changing the world of online fashion. Now it's time to get inspired at Depop.
Responsibilities
We’re looking for an experienced, strategic leader to oversee Depop’s global fulfilment operations across shipping and payments. As General Manager, this role will be responsible for translating Depop's long-term strategy into a fulfilment experience that delights the Depop community, ensuring buyers and sellers experience best-in-market service. Through seamless delivery, optimised, sustainable shipping processes at affordable prices, alongside reliable payment operations, this role will increase Community satisfaction, user retention and marketplace growth.
In addition, this role will combine strategic planning with hands-on management of logistics, technology, and vendor partnerships to create a customer centric, streamlined and optimised shipping & payments experience that serves our long-term differentiation and delivers customer value.
This role will have full accountability of the payments and shipping P&Ls, with a focus on driving growth for our community through our investment in fulfilment, which will be measured via establishing financial, operational, and customer success metrics aligned to our strategy.
The ideal candidate is an experienced Operations leader who understands the fulfilment needs of a high-growth marketplace environment, with a particular focus on developing scalable, customer oriented, efficient operations and cross-functional collaboration. This role will report directly to the Chief Financial Officer.
Key responsibilities:
Fulfilment Strategy & Optimisation
Responsible for leading the development and execution of strategy, operational management, risk and compliance across payments and shipping
Full accountability for key levers across the payments and shipping P&Ls
Develop and implement a comprehensive fulfilment strategy, aligning shipping, payments, and vendor partnerships to meet business objectives and support growth.
Cross functional collaboration to partner with Product on embedding the strategy into the customer experience
Oversight of E2E order fulfillment funnel across payments and shipping
Assess and identify opportunities to refine fulfilment operational processes for efficiency, scalability and customer satisfaction, maintaining service quality and speed, in alignment with Depop’s Impact goals
Close partnership and collaboration with Etsy to build strategy, share learnings, optimise solutions and where appropriate leverage capabilities
Payments Management responsibilities;
Partnering closely with Depop’s CFO and CPTO to build the strategic vision for Payments as growth lever for Depop, working in collaboration with product to ensure it translates seamlessly into a customer product experience
Responsible for defining, and successfully executing on, our overall Payments strategy: ‘Ensuring a seamless, trustworthy payments experience’, enabling the growth of our community, as well as building a resilient platform for the next phase of Depop’s growth
Working closely and collaboratively with leaders across multiple functions (including Engineering, Marketing, Customer Experience, Product and Insights) to align on a Payments strategy and goals, to realise the full potential of our product development investments
Defining methods and metrics for identifying short and long term success and ensuring alignment with the Product team on objectives
Managing the Payments business P&L E2E with a focus on customer experience, driving growth including topline revenue and maximising margins, with accountability over the financial, operational, and customer metrics of all payments services
Responsible for leading Depop’s efforts to identify, prevent, and respond to fraudulent activities. Developing and executing the overall fraud strategy; managing cross-functional teams, collaborating with senior leadership to ensure our community is protected against fraud and building and executing on strategies to mitigate risk. This includes influencing policies, managing investigations, and representing Depop in industry and regulatory discussions related to fraud prevention
Overseeing existing partnerships with payments providers, globally, sourcing new vendors where relevant and working on all strategic negotiations to explore new expansion opportunities
Shipping Operations
Partnering closely with Depop’s CFO and CPTO to build the strategic vision for Shipping, working in collaboration with product to ensure it translates seamlessly into a customer product experience
Responsible for defining, and successfully executing on, our overall Shipping strategy: ‘Ensuring an easy, affordable and reliable shipping experience’, enabling the growth of our community, establishing the foundations for the next phase of Depop’s growth
Working closely and collaboratively with leaders across multiple functions (including Engineering, Marketing, Customer Experience, Product and Insights) to align on a Shipping strategy and goals, to realise the full potential of our product development investments
Defining methods and metrics for identifying short and long term success and ensuring alignment with the Product team on objectives
Managing the Shipping P&L E2E with a focus on driving growth for our community, with accountability over the financial, operational, and customer metrics of all shipping services
Manage and optimise end-to-end shipping processes, including carrier selection, cost negotiation, and service level agreements (SLAs) to improve ease, reliability and affordability for marketplace users
Build and maintain strong relationships with carriers and third-party logistics providers (3PL) to ensure reliable and scalable shipping solutions.
Community Experience Enhancement
Collaborate closely with the Community Experience team to resolve shipping, payment, and order-related issues effectively, enhancing the buyer and seller experience
Partner with Community Experience and Etsy to advise on policies and procedures that support a frictionless experience for both sellers and buyers through the fulfilment lifecycle
Partner with Product and Community Experience to regularly assess and improve communication around order tracking, payment statuses, and returns to provide transparency and build trust with the marketplace community
Cross-Functional Collaboration
Working closely and collaboratively with leaders across multiple functions (including Engineering, Marketing, Customer Experience, Product and Insights) to align on fulfilment strategy and ensure it is embedded into the customer experience
Partner with Strategic Finance, Product, Engineering and Insights to implement system improvements and reporting capabilities that support shipping and payment functions
Work with Marketing and Community Experience (including Seller & Inventory Growth) to develop and implement promotional shipping/payment incentives, driving engagement
Collaborate with Strategic Finance, Legal, and Etsy Compliance teams to ensure secure and compliant operations in shipping and payments
Data-Driven Decision Making & Performance Monitoring
Define and track key performance metrics across shipping and payments, such as delivery times, transaction and conversion rates, and cost efficiency, in partnership with Insights and SF to drive improvements, identify trends, and optimise fulfilment
Define, track and monitor full P&L and financial metrics to ensure we meet our financial goals and are able to identify and respond to risks and opportunities
Team Leadership and Development
Lead seamlessly and collaboratively across direct & indirect cross functional areas
Lead, mentor, and develop a team of shipping and payment specialists, fostering a results-driven, collaborative culture
Establish team goals, monitor progress, and ensure accountability to meet or exceed fulfilment and company-led objectives
Promote professional growth within the team, supporting learning and development opportunities
How we work
MyMode is our new hybrid-working model, designed to empower our employees to choose a working mode that works for them.
MyMode is composed of 3 working modes: Flex, Office Based and Remote.
Flex (Default)
Tell me more +Show me less -Flex is our default working mode, meaning all employees will automatically enrol in this mode and there is no application required to enter this mode. Flex employees will be expected to work from the office at least 4 days per month. Teams will determine whether there are set weekly or monthly in-office days based on their operating rhythms and practices. You will need to work with your manager to determine your in-office schedule for your team.
Office Based
Tell me more +Show me less -This option is for employees who are committing to work from the office for a minimum of 4 days per week. As part of taking on the Office Based working mode you will be able to apply for a permanent desk in the office if you need one, but you won’t need to apply to become an Office Based employee.
Remote
Tell me more +Show me less -Under the Remote working mode you are able to work anywhere within the country you are employed in. This mode requires around 2- 4 days per year in the office, depending on organisational guidance. You will be able to expense travel if you are asked to attend the office, but not for office attendance by your choice.
*Remote working is not applicable for all roles at Depop, please check with our Talent Team.
How We Care
- Your health
- Enhanced Maternity + Paternity Leave, plus adoption leave, IVF leave, shared parental leave + paid emergency parent/carer leave
- Private Healthcare (UK and US) - choice of a healthcare plan that best suits you
- Subsidised counselling through Selfspace
- Employee Assistance Programme (EAP)
- Mental Health First Aiders across the business
- Life Insurance
- Pension
- Your balance
- 25 days annual leave plus bank holidays
- 1 company-wide day off per quarter, for you to take some time for yourself and decompress
- Impact hours to be used for volunteering, demonstrations or internal initiatives
- Apply to work abroad 4 weeks of the year (in UK tax treaty countries)
- Fully paid 4 week sabbatical after completion of 5 years of consecutive service with Depop, to give you a chance to recharge or do something you love.
- Your growth
- Budgets for conferences, learning subscriptions and more
- Learn new perspectives from other people in the company with our mentoring programme
- Promoting inclusion and diverse viewpoints with DEI training
- Upskilling our employees with year-long programming like manager training, workshops, conferences and meetups
Application Process
Our DNA encompasses the central reasons that people are proud to work at Depop and unites us with a shared language and sense of community.
It guides our daily interactions and empowers individuals, teams, departments and our company as a whole to have a greater impact and achieve our mission.
Show up for the community
Tell me more +Show me less -We go above and beyond. When they succeed, we succeed.
We’re changing how millions of people buy, sell and explore their style, so we do everything we can to create a safe space in a community where you can learn, grow and succeed on your own terms.
Have each other's backs
Tell me more +Show me less -We empower each other with kindness and respect our differences.
Everyone at Depop is seen, heard, valued and encouraged. Our genius is born from our diversity of thought, so we celebrate our wins together and hold each other up when things get tough.
Act with purpose
Tell me more +Show me less -We take conscious risks, deliver efficiently and learn from our mistakes.
Our mission is to be the world’s most diverse and progressive home of fashion. We have the conviction to succeed, the patience to learn and the confidence to fail and try again - being open all the way.
Think thrift
Tell me more +Show me less -We’re resourceful, seek out opportunities and we hustle.
We’re powering a future that is more thoughtful, circular and better for people and planet. To do it, we stay curious, savvy, resourceful and empowered to get the job done – effectively and responsibly.
At the heart of our mission...
INCLUSION
Fashion is global. It’s for everyone. So, we’re building a diverse ecosystem at Depop where everyone is seen, heard, valued and empowered to succeed. We’re working towards a future where DEI is at the heart of everything that we do. When you succeed, we succeed.
COMMUNITY
We know culture is felt, rather than told. But at Depop, you'll find a place where everyone can bring their own style to everything they do. We keep it circular as we recognise our impact on our community of sellers, our users, on the planet and on the future of fashion.
SUSTAINABILITY
Together, we’re shaping a new circular fashion system. One that’s kinder to people and to the planet. It’s simple. But it’s massive, too. It helps the environment, builds new connections and creates new ways to experience clothing.
At the heart of our mission...
INCLUSION
Fashion is global. It’s for everyone. So, we’re building a diverse ecosystem at Depop where everyone is seen, heard, valued and empowered to succeed. We’re working towards a future where DEI is at the heart of everything that we do. When you succeed, we succeed.
COMMUNITY
We know culture is felt, rather than told. But at Depop, you'll find a place where everyone can bring their own style to everything they do. We keep it circular as we recognise our impact on our community of sellers, our users, on the planet and on the future of fashion.
SUSTAINABILITY
Together, we’re shaping a new circular fashion system. One that’s kinder to people and to the planet. It’s simple. But it’s massive, too. It helps the environment, builds new connections and creates new ways to experience clothing.