Manager, Seller Reimbursements, MENA 3P Profitability & Selection

Description

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.

A successful candidate must be able to work independently, be comfortable with ambiguity, and be able to influence internal/external partners at all levels of the organization. This role will particularly suit someone with strong analytical abilities, relationship building skills and superb project management capabilities. Some of the qualities that we are looking for: you are results-oriented (and have a track record of repeatedly delivering great results); you are an innovator (and have already proven it); you have the intellect and horsepower to solve really complex problems (some may say impossible to solve); you are an owner, and do what it takes to make your team successful; you have relentlessly high standards (some may say too high); you are customer obsessed; you operate well in an ambiguous environment; and finally, you have a burning desire to be a part of something really big.

Key job responsibilities
– 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 break-points, and implement short- and long-term fixes to arrest them
– 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

Basic Qualifications

– 5+ years of working cross functionally with tech and non-tech teams experience
– 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

Preferred Qualifications

– 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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