SAM Category Operations Manager

- Bachelor's degree or equivalent practical experience required.

- Experience in a Sales, Account Management, or Customer Success role.

- Experience working with third-party agencies or partners.

- Commercial thinking. Ownership mindset.

- Project management experience.

Governance and Experience is a global team that aims to build a safe and trustworthy marketplace for both users and partners. We value user experience and develop policies, rules, products, and systems to ensure quality. We are looking for passionate individuals to join us so that, together, we can build an innovative, secure, and intuitive commerce ecosystem for our users.

- Selling Partner Growth:

- Ensure our selling partners have a seamless experience getting onto and using the platform, ramping up quickly, and continuously growing on the platform.

- Monitor the operational health and performance of selling partners under your responsible category and direct outsourced resources to proactively address risks which may block seller growth.

- Collaborate with Account Managers, design targeted and tailored outreach (coaching and education) to improve seller performance and unblock revenue potential.

- Ensure effective outsourced agent communication and engagement with selling partners, including early warning communication with risky partners.

- Promote guidance on platform rules and regulations, hold improvement sessions with sellers on their fulfillment and support performance.

- Address Outsourced-agent quality or compliance issues raised by Account Managers, ensuring front-line Outsource teams deliver best in class quality experience and resolution - meeting the Partners' expectations.

- Align effective training and quality frameworks to ensure outsourced teams understand the process and product in order to provide clear support to selling partners.

- Identify new process opportunities that can help selling partners reduce violations, increase educational content visibility and campaign qualifications.

- Identify process gaps that prevent Outsource from self-solving partner issues avoiding transfer escalations, and refine with XFN collaboration to enable Outsource to self-solve future case types.

- Work with escalation from selling partners or Account Managers. Resolve issues within target service level. Identify root cause, and implement changes to address root-cause to prevent future escalations of this case type.

Responsibilities