Company Description Depop is the community-powered circular fashion marketplace where anyone can buy, sell and discover desirable secondhand fashion. With a community of over 35 million users, Depop is on a mission to make fashion circular, redefining fashion consumption. Founded in 2011, the company is headquartered in London, with offices in New York and Manchester, and in 2021 became a wholly-owned subsidiary of Etsy. Find out more at www.depop.com Our mission is to make fashion circular and to create an inclusive environment where everyone is welcome, no matter who they are or where they’re from. Just as our platform connects people globally, we believe our workplace should reflect the diversity of the communities we serve. We thrive on the power of different perspectives and experiences, knowing they drive innovation and bring us closer to our users. We’re proud to be an equal opportunity employer, providing employment opportunities without regard to age, ethnicity, religion or belief, gender identity, sex, sexual orientation, disability, pregnancy or maternity, marriage and civil partnership, or any other protected status. We’re continuously evolving our recruitment processes to ensure fairness and are open to accommodating any needs you might have. If, due to a disability, you need adjustments to complete the application, please let us know by sending an email with your name, the role to which you would like to apply, and the type of support you need to complete the application to adjustments@depop.com. For any other non-disability related questions, please reach out to our Talent Partners. 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 Additional Information Health Mental Wellbeing PMI and cash plan healthcare access with Bupa Subsidised counselling and coaching with Self Space Cycle to Work scheme with options from Evans or the Green Commute Initiative Employee Assistance Programme (EAP) for 24/7 confidential support Mental Health First Aiders across the business for support and signposting Work/Life Balance: 25 days annual leave with option to carry over up to 5 days 1 company-wide day off per quarter Impact hours: Up to 2 days additional paid leave per year for volunteering 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. Flexible Working: MyMode hybrid-working model with Flex, Office Based, and Remote options *role dependant All offices are dog-friendly Ability to work abroad for 4 weeks per year in UK tax treaty countries Family Life: 18 weeks of paid parental leave for full-time regular employees IVF leave, shared parental leave, and paid emergency parent/carer leave Learn Grow: Budgets for conferences, learning subscriptions, and more Mentorship and programmes to upskill employees Your Future: Life Insurance (financial compensation of 3x your salary) Pension matching up to 6% of qualifying earnings Depop Extras: Employees enjoy free shipping on their Depop sales within the UK. Special milestones are celebrated with gifts and rewards!