Program Manager - Seller Compliance & Risk Analysis

DESCRIPTION

The Program Manager within the MENA 3P Account Health team acts as the primary interface between Amazon and our third-party business partners (Sellers). We obsess over providing world-class support to Sellers selling on the Amazon platform. We strive to predict the Seller's needs before they recognize they may have a problem, and provide solutions to help our third-party business partners better serve their customers.

The person hired in this role will protect the trust of customers shopping on Amazon in MENA by diving deep into fraudulent/bad actor sellers, evaluating risk and setting guardrails to keep them away. At the same time, the role would focus on improving models to reduce false positives so that good sellers are not impacted. He/she will need to track and audit progress in a data-driven fashion.

Key Job Responsibilities

1. Engages directly with sellers and indirectly through account managers to understand key pain points of sellers related to account health.
2. Provides prompt and efficient service to Amazon Sellers, including the appropriate escalation of Sellers' issues in a contact center environment.
3. Liaises with other departments as required to resolve Seller's issues and questions.
4. Supports with deep dives in Bad Actor prevention, seller identity verification analysis, and assists account managers to unblock Restricted Products.
5. Maintains a positive and professional demeanor always portraying the company in a positive light while effectively managing sensitive issues.
6. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies, and procedures.
7. Contributes to a positive team environment and proactively aids team members with difficult contacts as needed.
8. Maintains acceptable performance metrics such as quality, productivity, first contact resolution, and attendance.
9. Actively seeks solutions through logical reasoning and data interpretation skills and identifies trends to appropriate channels including improvement suggestions.

PREFERRED QUALIFICATIONS

1. Experience in risk analysis & compliance related across ecommerce, retail, and supply chain functions.
2. Experience in data analysis using SQL tools is preferred.
3. Product/project/program management experience across the MENA region.
4. Arabic skills are preferred.

BASIC QUALIFICATIONS

1. 3+ years of program or project management experience.

PREFERRED QUALIFICATIONS

1. Experience in a highly analytical, results-oriented environment with cross-functional interactions.

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