Manager, Seller Reimbursements, Mena 3p
1 week ago
- 5+ years of cross functional project delivery experience
- 5+ years of program or project management experience
- Experience defining program requirements and using data and metrics to determine improvements
- Experience owning program strategy and end to end delivery
Sellers form the core of our marketplace business at Amazon; to ensure we keep accelerating our flywheel and build a sustainable business, we need to drive the cost of defects down while ensuring a high bar on seller experience.
- Lead the 3P Marketplace Seller Reimbursements Charter for AE, SA, and EG for all fulfillment channels (FBA, Seller Flex, Easy Ship, and eventually Self Ship)
- Define reimbursement policies based on marketplace dynamics, incorporating external inputs such as SIC policy and WW best practices
- Influence and work with critical stakeholder teams (Ops, CS, RCX, CoBW, etc.) to drive upstream product and process improvements to fix key defects that impact seller reimbursements & experience
- Own reimbursements SX metrics (such as claim rate %, TTR, FTR%, etc.) and drive continuous improvements
- Monitor seller feedback to understand critical pain points and areas of dissatisfaction related to reimbursements. Adapt policies, processes, and seller communications to improve SX
- Define mechanisms to detect emerging Abuse MOs (Courier, Seller, Customer), dive deep to identify breakpoints, and implement short
- Identify areas of automation to reduce manual interventions/investigations; partner with product and tech teams (SAFE-T, MENA Tech, WW DP&R) to implement solutions
- Experience managing, analyzing and communicating results to senior leadership
- Experience with performance metrics and process improvement and Lean techniques
- Knowledge of SQL
- MBA
- 2+ years of team management experience
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