Tips & Tricks
Drawing on insights from ops leads at DoorDash, Uber, and Taskrabbit, this article distills 10 critical risks that every marketplace operations leader must monitor to ensure service, supply, and quality.
“French fries and buffalo wings are the most difficult problem in the restaurant delivery industry today. We are obsessed with challenging ourselves to consistently deliver them hot and crispy.”
— Micah Moreau (VP Ops, DoorDash)
10 Risks Every Marketplace Operations Leader Must Monitor
Listing Quality and Compliance
1. Prohibited Items: Identify listings of banned items to maintain marketplace integrity and legal compliance.
2. Photo and Description Completeness: Ensure listings have all necessary details, enhancing the customer shopping experience
3. Pricing Consistency: Monitor for unusual pricing, maintaining consistency and market competitiveness.
Inventory and Order Management
4. Out-of-Stock Items: Receive timely updates on inventory shortages to avoid customer dissatisfaction and lost sales.
5. Order Status Changes: Keep track of any delays or cancellations in order processing and delivery, ensuring customer expectations are managed.
Service
6. SLA breaches: Ensure compliance with service level agreements to uphold service quality and customer satisfaction.
7. Customer Complaints: Quickly address customer complaints, maintaining a high standard of customer service.
Fraud
8. Promo Code Gaming: Identify and address misuse of promotional offers, preserving the integrity of marketing efforts.
9. Suspicious Charges: Detect potentially fraudulent transactions. It triggers when there are anomalies in payment methods or order values.
10. Chargebacks: Stay informed about chargebacks to manage financial risks and maintain customer trust.
