Head of Marketplace

The Opportunity

We're hiring a Head of Marketplace to run the system that connects first responders with the coaches who have walked in their shoes. This role reports directly to the CEO.

Sharp is a two-sided marketplace. On one side are departments and the first responders inside them. On the other are coaches who have lived the job. The Head of Marketplace owns how those two sides come together: the supply forecast that tells us how many coaches to hire and where, the matching process that takes a member from intake to first session, and the numbers that show whether the marketplace is working. Implementations get Sharp in the door and Customer Success keeps departments engaged. You make sure a coach is ready the moment a first responder reaches out.

This is a cross-functional role. You will work closely with Coaching, Product, Marketing, and Customer Success, and you will lead our Operations function: the Lead Product Analyst, all of our data efforts, and BizOps. You set the operating rhythm for the company and bring the numbers to every leadership conversation.

This role is remote within the US, with travel to Carlsbad, CA and to customer departments as the work requires.

What You'll Own

• Marketplace Planning: Own supply and demand forecasting. Turn the rollout calendar and department demand into coach capacity targets by discipline (law enforcement, fire, EMS, spouses) and region. Give the Head of Coaching a clear plan to hire against, so no department waits for a coach and no coach sits idle.
• Matching Process: Own the process that connects first responders with coaches, from intake to first session to rematch. The Head of Coaching owns the coaches, the Head of Product owns the coaching product, and you own how the whole system runs and whether it works. Set the rules, find the bottlenecks, and bring clear requirements to Product.
• Marketplace Efficiency: Own the metrics that show whether the marketplace works: time to first session, match rate, coach utilization, active coaches, and rematch rate. Report them by department every month, with a plan for every account below target.
• Data: Own the single source of truth. Metric definitions, dashboards, and board reporting live with you. Lead the Lead Product Analyst and our data efforts so leadership trusts the numbers because you stand behind them.
• Operations: Lead BizOps and set the company's operating rhythm, so everyone knows what matters this quarter and why. Set priorities, hire, and hold the standard.
• Cross-Functional Partnership: Give GTM the supply and cost inputs it needs to set pricing. Give Marketing readiness inputs for launches. Give Customer Success the engagement data it needs to drive renewals.

The Numbers

Two numbers define success in this role. You will set the targets with the CEO in your first 90 days and own them after that:

• Marketplace liquidity. Time from rollout to first session, match rate (the share of members matched within a set number of days), coach utilization, and active coaches by discipline and region. Reported by department, monthly, with a plan for every account below target.
• Marketplace quality. Rematch rate, member satisfaction after sessions, and how accurate the supply forecast is against actual demand.

This role is not for everyone. You will thrive if you

• Have scaled the provider network or marketplace operations at a telehealth or care marketplace, working with independent (1099) providers, employed (W-2) providers, or both, and can show how you improved time to first appointment, match rate, and provider utilization.
• Are comfortable with data models but can explain them in simple terms.
• Make decisions with incomplete information and adjust fast when the data says you were wrong.
• Prefer ownership over supervision.
• Care deeply about serving those who serve others.