Process Excellence, Manager, External Fulfillment Operational Excellence
Há 3 dias
Process Excellence, Manager, External Fulfillment Operational ExcellenceThis 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.ResponsibilitiesLead and manage seller issue resolution processes, including reimbursements, returns, and clawback situationsConduct thorough root cause analysis on emerging seller issues and develop sustainable solutionsManage and optimize ticket resolution processes while supporting Account Managers with escalated seller casesPartner with key stakeholders across Operations, Transportation, Seller Support, and Legal to solve complex issuesDevelop and implement process improvements to enhance seller experience and operational efficiencyCreate and maintain tracking mechanisms for seller issues and resolution metricsDrive data-driven decisions through analysis of seller pain points and operational challengesEnsure strong communication flow between internal teams and external partnersA day in the lifeYour typical day involves monitoring and addressing critical seller issues across multiple channels.The day starts by 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, 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 QualificationsExperience in program or project managementExperience working cross functionally with tech and non-tech teamsExperience managing teamsPreferred QualificationsExperience implementing repeatable processes and driving automation or standardizationExperience in data mining, data management, reporting, and SQL queriesKnowledge of Microsoft Excel (macros, pivots, lookups) at an advanced levelExperience in Lean Manufacturing PrinciplesExperience delivering cross functional projects experienceExperience defining program requirements and using data and metrics to determine improvementsOur 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.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.#J-*****-Ljbffr
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Cotia, Brasil Amazon Tempo inteiroProcess Excellence, Manager, External Fulfillment Operational Excellence 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...
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