Marketplace Operations Specialist - Engineer I

FICO (NYSE: FICO) is a leading global analytics software company, helping businesses in 100+ countries make better decisions. Join our world-class team today and fulfill your career potential!

The Opportunity

"As part of FICO’s innovative and evolving online marketplace, the Marketplace Operations Specialist will play a pivotal role in driving the operational success of FICO’s Marketplace. You will work across teams to ensure smooth day-to-day operations, resolve provider and customer issues, monitor key performance metrics, and support new feature rollouts, contributing to a seamless customer and provider experience." - Hiring Manager.

What You’ll Contribute

• Review and QA product listings to ensure seamless user experience.
• Triage and resolve provider onboarding and listing issues.
• Monitor provider response times and ensure SLA compliance.
• Maintain accurate provider records and billing processes.
• Act as the first escalation point for customer issues from FICO Support.
• Collaborate with engineering on system defects and prioritize resolutions.
• Analyze support tickets to recommend product improvements.
• Develop and maintain provider-facing documentation.
• Monitor key analytics and address high-severity issues.
• Create bi-weekly reports and dashboards on marketplace performance.
• Design and optimize marketplace business processes.
• Author monthly release notes and collaborate with product marketing on feature updates.
• Support month-end billing processes and escalate finance-related issues as needed.

What We’re Seeking

• 2-3 years of experience in operational roles, preferably in online marketplaces or e-commerce platforms.
• Experience with ticketing systems (e.g., Jira, Zendesk, Freshdesk) and triage processes.
• Basic understanding of API schemas and data exchange processes.
• Strong verbal and written communication skills for internal and external stakeholders.
• Proven ability to develop customer-facing documentation and manage multiple priorities.
• Empathy and excellent interpersonal skills for interacting with customers and partners.
• Exposure to reporting and analytics tools to track performance metrics.

Our Offer to You

• An inclusive culture strongly reflecting our core values: Act Like an Owner, Delight Our Customers and Earn the Respect of Others.
• The opportunity to make an impact and develop professionally by leveraging your unique strengths and participating in valuable learning experiences.
• Highly competitive compensation, benefits and rewards programs that encourage you to bring your best every day and be recognized for doing so.
• An engaging, people-first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie.

Why Make a Move to FICO?

At FICO, you can develop your career with a leading organization in one of the fastest-growing fields in technology today – Big Data analytics. You’ll play a part in our commitment to help businesses use data to improve every choice they make, using advances in artificial intelligence, machine learning, optimization, and much more.

FICO makes a real difference in the way businesses operate worldwide:

• Credit Scoring — FICO® Scores are used by 90 of the top 100 US lenders.

• Fraud Detection and Security — 4 billion payment cards globally are protected by FICO fraud systems.

• Lending — 3/4 of US mortgages are approved using the FICO Score.

Global trends toward digital transformation have created tremendous demand for FICO’s solutions, placing us among the world’s top 100 software companies by revenue. We help many of the world’s largest banks, insurers, retailers, telecommunications providers and other firms reach a new level of success. Our success is dependent on really talented people – just like you – who thrive on the collaboration and innovation that’s nurtured by a diverse and inclusive environment. We’ll provide the support you need, while ensuring you have the freedom to develop your skills and grow your career. Join FICO and help change the way business thinks!

Learn more about how you can fulfil your potential at www.fico.com/Careers

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. Research has shown that women and candidates from underrepresented communities may not apply for an opportunity if they don’t meet all stated qualifications. While our qualifications are clearly related to role success, each candidate’s profile is unique and strengths in certain skill and/or experience areas can be equally effective. If you believe you have many, but not necessarily all, of the stated qualifications we encourage you to apply.

Information submitted with your application is subject to the FICO Privacy policy at https://www.fico.com/en/privacy-policy