marketplace-ops-toolkit

Practical tools for operations leaders running manual review queues.

Fraud, content moderation, customer service QA, marketplace dispatch — anywhere humans (or controllers) make decisions at operational scale. Open-source methodologies and simulators drawn from years of hands-on work in Latin American fraud and marketplace ops.

Agent ROI Calculator v2

Decide which manual review queues to scale, which to optimize, and which need root-cause investigation. V2 adds false positive cost (LTV impact of blocking legit orders) and portfolio mode (allocate the next marginal agent across multiple queues).

BIN Monitoring Detection

Detect BIN-level attack patterns before they hit chargeback. Combines volume velocity, new-user clustering, and CBK rate trending into a single dashboard with adjustable thresholds and a 7-day drill-down per BIN. Includes a Python reference implementation.

Marketplace Surge Simulator (PID Control) v2

Surge pricing using PID control. V2 adds polygon-level optimization — a 3×3 city map (Airport, Downtown, Stadium, Residential, Industrial, Suburbs, etc.) showing per-zone surge state with a time scrubber across 24h. Nine independent PIDs (one per zone) vs a single city-level PID, because city-average surge hides geographic disparity.

Chargeback Dispute Investigation Template

Walk through a chargeback like a senior fraud analyst. Interactive decision tree wizard guides you from reason code to action recommendation in 4-6 questions, with the evidence package ready. Plus the 8-section SOP structure any team can adapt.

Workforce Forecast Calculator

How many agents do you actually need? Multi-case-type forecast based on volume × complexity × productivity × shrinkage. Compares 100% in-house vs vendor-split scenarios with cost comparison. Four pre-loaded operational presets.

Logistics Supply Forecaster

Translate a marketplace forecast into required couriers, vehicles, sorters, and dock capacity, with day-over-day backlog cascade, storage occupation tracking, origin mix decomposition, and operational levers (boost capacity, defer origin). Two personas (3PL last-mile + fulfillment warehouse), two granularities (daily + intraday hourly+zone), side-by-side operational + financial output, sensitivity at +/- 15% and +/- 30%.

Queue Operations Command Center

Two questions every ops leader asks at standup, fused into one tool: are we behind on SLA right now (backlog health monitor with hours-to-breach, agents-needed-to-recover, recovery cost) and what should the agent pick next (queue prioritization with risk × age × value scoring, three reprioritize modes, top-5 highlight). Four operator presets for fraud, content moderation, disputes, CS escalations.

About

I'm Everton Paula. 12+ years building and running operations at hypergrowth marketplaces and consumer fintech in Latin America — fraud, marketplace ops, logistics, vendor management, workforce planning across multiple countries. This toolkit codifies recurring patterns I've seen work, sanitized and generalized so any operations leader can adapt them.

Currently based in Tampa, FL, focused on Director / Head roles in operations and fraud operations at consumer fintech and marketplaces.