Process 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 of seller operations including reimbursements returns processing and problem solving.
You will work closely with multiple teams to ensure seamless seller experience while maintaining Amazons 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. Youll lead problem-solving
sessions with cross-functional teams coordinate with Account Managers on escalated issues. Youll participate in stakeholder meetings to discuss process improvements review metrics and work on root cause analysis. Youll 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.

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

- 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

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