Marketplace Customer Success Lead

The Role

Block is looking for a Manager, Contractor Success & Marketplace Operations to own the strategy and execution behind contractor activation, engagement, and proposal conversion across our marketplace. This role sits at the intersection of revenue, contractor experience, and marketplace health. You’ll build the playbook for how we activate and enable contractors nationwide, and translate frontline insights into strategic improvements. The right person is entrepreneurial, analytical, and motivated to build something from the ground up, not just execute a predefined plan.

What You’ll Do

Drive Contractor Activation & Engagement

• Own the activation strategy across markets, improving work order acceptance rates and contractor responsiveness
• Identify root causes behind low engagement, scope misalignment, or decline trends.
• Design proactive outreach campaigns targeting declined work orders, expired matches, and inactive contractors

Own Proposal Conversion

• Remove friction between accepted work orders and published proposals, this is the highest revenue lever on the contractor side
• Build and iterate on training resources, support sessions, and scalable enablement processes
• Track conversion patterns and proactively intervene where contractors stall post-site visit

Shape Marketplace Strategy Through Insights

• Turn contractor conversations into actionable intelligence, surfacing patterns in decline reasons, UX friction, and supply-demand imbalances
• Partner with Product, Recruitment, and Sales to drive improvements across the platform
• Present recommendations to leadership backed by data and frontline context

What We’re Looking For

• 5+ years of experience in marketplace operations, supply-side growth, account management, or contractor/vendor enablement
• Experience leading cross-functional initiatives
• Strong analytical instincts, you can diagnose root causes from performance data and translate them into action
• Exceptional communication skills with the ability to build credibility with contractors and internal stakeholders
• Comfort operating in ambiguity, you create structure and process where none exists
• Track record of improving performance through strategic thinking and structured execution

Preferred: Experience in construction, home services, real estate, or two-sided marketplaces. Familiarity with CRMs and operational dashboards.

Compensation & Benefits

• Competitive salary
• Equity in an early-stage, high-growth company
• Hybrid flexibility + “work from anywhere” time
• Health, dental, and vision insurance
• 401(k) with match
• 12 weeks fully paid family leave
• PTO

Block Renovation is proud to be an equal opportunity employer and is committed to building an inclusive, diverse workplace.