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The Problem

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Ops Advisory for Marketplaces & Commerce

Ops built for scale

`I help marketplace and ecommerce scale-ups untangle operations and Partner Success bottlenecks, so they can grow GMV without growing chaos.`

Book a free discovery call

Free · 20 minutes · No commitment

Who it's for

For founders and operators ready to scale right

Marketplace founders

Series A–C companies where partner or seller operations are becoming a bottleneck to GMV growth.

Ecommerce operators

Scaling brands and platforms where ops is reactive, processes are breaking, and the team is always firefighting.

COOs & Heads of Ops

Leaders who need a senior external perspective to redesign how the operation runs before the next stage of growth.

Founders without ops leadership

Companies that need fractional senior ops presence, without the cost or commitment of a full-time hire.

The problem

Every marketplace has two sides. Sellers on one, customers on the other. Your success depends on how well you serve both.
When ops breaks, it breaks on both sides at once.

— Partners are complaining it's too hard to onboard and sell through your platform

— GMV per active seller is flat - most of your sellers are barely selling anything

— Conversion is suffering because your catalogue quality is inconsistent

— Your ops team is growing but things are getting slower, not faster

— Catalogue availability is falling and you don't know where you're losing GMV

— Onboarding takes too long and too many partners never get their first sale

— Returns are high and ops cost is growing faster than revenue

— Ops, Product and Commercial are busy but nothing closes (roadmaps keep slipping)

services

Start where it makes sense.

Package 1

Discovery Call & Diagnosis

A structured 20 minute conversation to map where your ops are breaking and what's blocking growth. You fill in a short intake form before we speak. I arrive with hypotheses, not a blank agenda.

If after the call I don't believe I can help you, I will tell you directly.

Price: FREE

20 min

Package 2

Operating Model Design

A focused engagement to diagnose and redesign the operational layer holding you back. I look at reality, listen to all sides, identify what actually matters, and focus everything on delivering that. The rest is noise. You leave with a concrete roadmap and a set of quick wins you can implement immediately, before the full plan kicks in.

Price: CUSTOM

Scoped defined on discovery call

WHAT TO EXPECT, WEEK BY WEEK

WEEK 1

Diagnosis

Interviews, process mapping, and current state assessment. Identifying where the real friction is.

WEEK 2

Analysis & Design

Prioritising problems by impact. Designing the new operating model and intervention points.

WEEK 3

Validation

Working sessions with your team. Refining the model. Building internal buy-in.

WEEK 4

Delivery

Final document, impact quantified in €, and a joint session to align on implementation.

WE'LL FOCUS ON ONE OF THESE

Partner & Seller Success

Fix partner churn and catalogue availability.

↓ Churn · ↑ Catalogue availability

You leave with: a seller segmentation, a partner re-engagement plan, an optimised onboarding process, and defined ways of working between ops and partner-facing teams.

Ops Scaling

Build ops that grows with your business.

↓ Ops cost as % GMV · ↑ Output/headcount

You leave with: a redesigned team structure with clear scope and roles, quick wins to implement immediately, and a mission statement for your ops team that defines what it does — and what it doesn't.

Catalogue Management

Turn your catalogue into a growth lever.

↑ GMV per active seller · ↑ Coverage

You leave with: a prioritised catalogue improvement plan, a minimum data framework to manage quality going forward, and a revised upload process that raises the bar without alienating your sellers.

Ops Planning & Orchestration

Align ops, product and commercial.

↑ Initiatives on track · ↓ Time-to-decision

You leave with: a clear client-supplier model between Commercial, Ops, and Product, a cross-functional governance structure with assigned ownership, and a prioritisation framework so the right things get done in the right order.

Package 3

Fractional Head of Ops

Senior ops presence on a recurring basis. Scheduled in advance. Present for the decisions that matter, not status meetings. No commitment to continue after Package 2 — if it makes sense to both sides, we move forward. Max. 3 clients at a time.

Price: CUSTOM

Min. 3 months

ABOUT

Hi, I'm Tiago.

I started as an advisor. Then became a tech leader. Then a founder. That path gave me something most ops consultants don't have: I know what it feels like to be on your side of the table.

—

I've diagnosed operations from the outside at Deloitte. I've owned them from the inside at Farfetch, one of Europe's largest luxury marketplaces, building and leading two teams across an operation of 900+ people, a catalogue of 4 million items, and thousands of luxury partners worldwide. And I've built a business from scratch, where every operational decision carries real weight because it's your own money and your own risk.

My approach is always the same: look at reality, listen to all sides, understand what actually matters to your customers, and focus everything on delivering that.

The rest is noise.

When I work with your business, I treat it like mine. Not because it's a nice thing to say, because I've been on both sides and I know the difference it makes.

—

Today I work with marketplace and ecommerce founders who are growing fast and hitting the moment where ops starts to break. That's exactly where I come in.

what people say

Trusted by leaders across ops.

"testimony of DF"

Daniel Fernandes

VP Operations · Farfetch

"[Testemunho — Rui Moura, ex-Senior Director Farfetch]"

Rui Moura

SC Director · Homa (ex-Farfetch)

"[Testemunho — Charlotte Cole, Senior Director Farfetch]"

Charlotte Cole

Senior Director · Farfetch

"[Testemunho — Ana Marques, Head of Service Management Farfetch]"

Ana Marques

Head of Service Management · Farfetch

AT FARFETCH

I led two teams inside an operation of 900+ people, managing a catalogue of 4 million items, 800,000 new products launched online every year, thousands of luxury partners across the globe, and millions of customers in 190 countries.

$4B+

GMV

Items in catalogue

800K

New items launched every year

190

countries served

Ready to get your ops right?

Most founders who book a discovery call have been thinking about this problem for months. The call is free. The only cost is 20 minutes.