Case Management Team Lead – Amazon, E-commerce

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Oversees a team of 4-8 Case Specialists (I/II/III), which includes conducting one-on-one meetings, setting goals, performing performance evaluations, and engaging in career development discussions.

• Provide guidance to Specialists on the quality of case writing, appropriate tone when communicating with Seller Support, attaching evidence, and identifying escalation triggers.

• Establish and uphold case-handling Standard Operating Procedures (SOPs), templates, and escalation pathways; authorize any deviations from these standards.

• Facilitate weekly team meetings and individual one-on-ones.

• Monitor and report on team-level Key Performance Indicators (KPIs); conduct root-cause analysis on any discrepancies.

• Maintain and enhance the Case Management playbook.

• Identify patterns of recurring failures within Seller Support and devise new solutions to address them.

• Collaborate with Brand Managers regarding case status, updates for clients, and high-priority escalations.

• Coordinate efforts with Listing Management, FBA Resolution, and Customer Service teams.

• Serve as the representative for Case Management in departmental planning, tool evaluations, and process enhancement initiatives.

⛳️ Requirements

• Four to seven (4-7) years of relevant experience within an eCommerce environment.

• One to two (1-2) years of experience in a senior-level position.

• Demonstrated strong leadership and mentorship abilities, with a history of successfully guiding team members.

• Exhibits a comprehensive understanding of departmental practices, procedures, and specialized functions.

• Utilizes sound judgment in choosing methods and techniques to achieve solutions for assigned clients and projects.

• Possesses robust project management skills, with a proven record of leading successful initiatives.

• Excellent organizational abilities and capacity to effectively manage multiple priorities.

• Strong leadership, analytical, and collaborative skills to facilitate both team growth and cross-functional success.

🏝️ Benefits

• Remote Work: Enjoy the flexibility to work from anywhere—our team is global, and we prioritize work-life balance.

• Growth Opportunities: As a vital member of our team, you will have the opportunity to shape your role and advance with us.

• Innovative Culture: Become part of a passionate team dedicated to utilizing data to tackle challenges and drive success in a rapidly changing market.