FBA Program Manager, FBA Fulfillment Operations

We are looking for Program Manager for Amazon to support FBA (Fulfillment By Amazon). FBA Program Manager will manage the defective processes that lead to sellers reimbursement in the company. This PM will work closely with various stakeholders (Program, Operations, Transportation, Legal, etc) to drive strategic initiatives that will improve current seller experience. This will rely in internal processes improvements cross-teams, seller-facing processes and educational content. He/She will review performance on key metrics, create and automate processes to recover wrong reimbursements and improve our Cost to Serve focus towards profitability.

Key job responsibilities
- Identify gaps, pain points and opportunities in the existing metrics and propose processes improvements
- Dive Deep on issues to differentiate isolated issues from structural ones
- Create queries and reports to track key metrics and initiatives impact
- Create solutions that address pain points/opportunities and improve Seller Experience
- Calculate impact/potential of ideas/pain points, making it tangible
- Influence and support Operations team (both Latam and global teams) to implement new improvements that will provide a more accurate categorization of returned products and better abuse identification.
- Suggest/create programmatic solutions and initiatives while creating business cases for Product team
- Anticipate bottlenecks, provide escalation management, make trade-offs and balance the business needs versus technical constraints.

About the team
FBA is one key team in Amazon BR. We manage the operations for sellers that send their inventory to our Fulfillment Center (FC) - from collecting their products to delivering them to customers and receiving customers returns.
In FBA, we have several teams that manage SX and operations in this business modal. Fullfillment Operations is one of the teams and we manage the whole inventory once it's received in the FC: Inventory management, removals, customer returns, reimbursements and operational processes.
We are a data driven team that owns metrics tracking and evolution, map gaps and implement improvements to impact our sellers and customers.

Basic Qualifications

- Speak, write, and read fluently in English
- Experience with Microsoft Office products and applications
- Knowledge of SQL
- Experience with customer service

Preferred Qualifications

- Experience with industry standard tools and scripting languages (Python or Perl) for automation

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