Process Excellence, Manager, External Fulfillment Operational Excellence

Há 3 dias

Greater São Paulo Area, Brasil Amazon Tempo inteiro

Description
This role will be crucial in managing and optimizing seller experience through operational excellence, focusing on problem resolution, and driving continuous improvement in our marketplace

ecosystem.

As a Process Excellence Manager, you will be responsible for managing critical aspects of seller operations, including reimbursements, returns processing, and problem solving.

You will work closely with multiple teams to ensure seamless seller experience while maintaining Amazon's high standards of operational excellence. This role requires someone who can think strategically while executing tactically, with a

strong focus on data-driven decision making and process improvement

Key job responsibilities

  • Lead and manage seller issue resolution processes, including reimbursements, returns, and clawback situations
  • Conduct thorough root cause analysis on emerging seller issues and develop sustainable solutions Manage and optimize ticket resolution processes while supporting Account Managers with escalated seller cases
  • Partner with key stakeholders across Operations, Transportation, Seller Support, and Legal to solve complex issues
  • Develop and implement process improvements to enhance seller experience and operational efficiency
  • Create and maintain tracking mechanisms for seller issues and resolution metrics
  • Drive data-driven decisions through analysis of seller pain points and operational challenges
  • Ensure strong communication flow between

internal teams and external partners

A day in the life

Your typical day involves monitoring and addressing critical seller issues across multiple channels. The day starts reviewing operational dashboards, prioritizing cases that require immediate attention. You'll lead problem-solving

sessions with cross-functional teams, coordinate with Account Managers on escalated issues. You'll participate in stakeholder meetings to discuss process improvements, review metrics, and work on root cause analysis. You'll spend time collaborating with the Legal team on complex cases, and ensuring timely communication with both internal

teams and external partners. Regular data analysis and reporting on seller experience metrics will be part of your routine to drive continuous improvement initiatives.

Basic Qualifications

  • Experience in program or project management
  • Experience working cross functionally with tech and non-tech teams
  • Experience managing teams

Preferred Qualifications

  • Experience implementing repeatable processes and driving automation or standardization
  • Experience in data mining, data management, reporting, and SQL queries
  • Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level
  • Experience in Lean Manufacturing Principles
  • Experience delivering cross functional projects experience
  • Experience defining program requirements and using data and metrics to determine improvements

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

Company
- Amazon Servicos de Varejo do Brasil Ltda.

Job ID: A3105352

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