The Marketplace Operations Specialist is responsible for maintaining key operations of the Marketplace through the application of ServiceChannel policy. Additionally, this role will help build and maintain strong, service-oriented relationships with key business and provider partners.
This role involves two key areas: supporting our providers with the Marketplace invitation and onboarding process and executing ServiceChannel’s Provider Policies, especially as they relate to Marketplaces.
This role will serve as the external face to providers for Marketplace initiatives and be a primary point of contact as the providers work through the onboarding process. Additionally, this role will serve as a primary execution person for Provider Policy issues and disputes, including their investigation, internal alignment, and communication with providers (and subscribers). This position has significant responsibility and requires collaboration across multiple senior leaders.
The role is accountable for driving ServiceChannel’s mission by fostering partnerships that promote high-quality, cost-effective service levels, while ensuring provider satisfaction and retention.
• *Key Responsibilities:
• Activate and onboard service providers that have been matched to a subscriber through ServiceChannel's Marketplace solutions, ensuring a smooth and positive experience while helping meet client expectations.
• Develop and support providers during onboarding by resolving issues and offering guidance on how to increase their opportunities.
• Build and maintain honest relationships with providers by serving as a resource and delivering exceptional support.
• Review SCGrowth Fee Attribution and other Provider Policy concerns, acting as the provider’s primary point of contact.
• Perform analysis of Attribution and other Policy concerns by gathering feedback from internal systems, and key stakeholders in order to made a determination.
• Instill ServiceChannel's marketplace vision to industry professionals by leveraging performance data and demonstrating the value of participation.
• Collaborate with internal teams to escalate and resolve provider-related challenges, ensuring both provider and client satisfaction.
• Engage in other departmental initiatives to gain a deeper understanding of the business and contribute to the goals set by the executive team.
• *Required Skills & Experience:
• 1+ years of experience in a facilities management role, specifically in provider recruitment, onboarding, and management.
• Strong customer service skills with energy and desire to build relationships and effectively communicate with service providers throughout the day.
• Willingness and desire to ask questions, learn, advance, and engage with team members to achieve team excellence.
• Ability to quickly learn new tasks, software solutions, and follow directions.
• Adaptive and responsive to feedback, with an openness to updating processes where required.
• A demonstrated ability to provide support and guidance on fundamental computer applications and product-specific technical questions, particularly in a fast-paced environment.
• Excellent verbal and written English proficiency, including the ability to understand instructions and feedback and to respond fluently and professionally.
• Strong attention to detail – accurately captures and documents key information while speaking with callers and following processes correctly.
• A positive attitude to ensure service providers have the best possible experience working with ServiceChannel.
• Ability to work independently from home with a strong record of attendance and punctuality.
• Proficiency in MS Office, Excel, and spreadsheets.
• *Fortive Corporation Overview**
Fortive's essential technology makes the world safer and more productive. We accelerate transformation in high-impact fields like workplace safety, build environments, and healthcare.
We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in healthcare sterilization, industrial safety, predictive maintenance, and other mission-critical solutions. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to advanced technologies that help providers focus on exceptional patient care.
We are a diverse team 10,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.
At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.
At Fortive, we believe in us. We believe in the power of people workin