EF Oper. Excellence Specialist, Marketplace

We are seeking a detail-oriented and proactive Program Manager to own the Net Seller Reimbursement metric within our External Fulfillment organization. This role is critical to ensuring operational excellence in a space that requires significant process improvement, mechanism creation, and cross-functional support. The ideal candidate thrives in ambiguity, is passionate about building structure where none exists, and can serve as a trusted partner to Account Managers navigating reimbursement processes.

Key job responsibilities
- Own end-to-end management of the Net Seller Reimbursement metric, including tracking, root-cause analysis, and reporting

- Design and implement mechanisms (audits, escalation paths, dashboards) to bring consistency and clarity to currently unstructured reimbursement operations

- Partner with Account Managers to resolve doubts, provide guidance on reimbursement processes, and build self-service resources (playbooks, FAQs, decision trees)

- Dive deep into data using SQL to identify trends, quantify impact, and drive data-informed decisions

- Define and implement process improvement initiatives, creating SOPs and standard mechanisms to reduce operational ambiguity

- Build relationships with cross-functional stakeholders (Finance, Operations, Seller Support) to align on reimbursement policies and escalate systemic issues

- Develop and maintain reporting dashboards to provide visibility into metric health and operational performance

- Identify predictors and root causes of reimbursement variances and propose corrective actions with written business recommendations

Basic Qualifications

- Bachelor's degree or equivalent
- Experience in program or project management
- Experience with Microsoft Office including Excel and Word
- Computerized Maintenance Management System program experience

Preferred Qualifications

- Experience in MS Access and SQL
- Experience in requirement gathering and ability to write clear and detailed requirement document
- Experience working in an analytical environment with cross-functional teams
- Knowledge of Excel at an intermediate level (e.g., pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.)

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