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 documents; experience working in an analytical environment with cross-functional teams; knowledge of Excel at an intermediate level (pivot tables & charts, multiple criteria lookups, nested logical/IF formulas, data cleansing, array formulas, etc.).