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