Senior Manager, Commerce Operations (Amazon)

About the role

We are seeking a highly tactical, detail-oriented Senior Manager, Commerce (Amazon Operations) to join our retail execution team. This is a "hands-on-keys" position dedicated to the day-to-day operational health of our CPG clients on Amazon.

Key Responsibilities

• Ticket Resolution & Troubleshooting
  • Case Management: act as the primary point of contact for submitting, managing, and relentlessly following up on Amazon support tickets via Seller Support, Vendor Support, and Brand Registry.
  • Error Resolution: troubleshoot and resolve complex catalog errors (e.g., Error 5665, Error 8541, stranded inventory, merged ASIN issues, and brand hijackings).
  • Compliance: monitor Account Health dashboards and resolve listing suppressions, "Search Suppressed" statuses, and ANDON cords immediately.
• Catalog & Content Management
  • Flat File Mastery: create, manage, and upload bulk inventory files (flat files/NIS templates) to execute catalog-wide updates, establish parent-child variation families, and map backend attributes.
  • Content Execution: execute day-to-day content updates. Coordinate the upload and configuration of visual assets, including new product images, videos, and A+ Content updates.
• A/B Testing Execution
  • Set up, monitor, and report on A/B tests for product titles, main images, and A+ content to continuously optimize for conversion rate (CVR).
• Availability & Inventory Support
  • In-Stock Management: monitor basic retail metrics (Out-of-Stock rates, Lost Buy Box) and work with client supply chain teams to flag PO (Purchase Order) issues or shipment discrepancies.
  • Dispute Management: assist in identifying and disputing operational chargebacks and shortage claims to protect client profitability.
• Client & Team Support
  • Walk-the-Store Audits: conduct routine digital shelf diagnostics. Provide clients with tactical, visual reports on real-time PDP accuracy, competitor positioning, share of search and out-of-stock visibility.
  • Sales Enablement: support the client's internal eCommerce/Sales managers by providing weekly operational status reports, pending ticket updates, and catalog health readouts.
  • Cross-Functional Collaboration: partner with our internal Media and Strategy teams to ensure ASINs are retail-ready before major advertising campaigns launch.

Key Qualifications & Skills

• 2-4 years of hands-on experience managing catalogs in Amazon Vendor Central (1P) and/or Amazon Seller Central (3P).
• Prior experience in an agency setting supporting CPG/FMCG brands is highly preferred.
• Technical Amazon Expertise: deep, practical knowledge of Amazon inventory templates, category templates, variation relationships, and the Amazon ticketing ecosystem.
• Advanced Excel Skills: you must be highly proficient in Microsoft Excel (VLOOKUPs, Pivot Tables, Concatenate, Text-to-Columns) to manipulate large catalog data sets.
• Problem-Solving Mentality: a gritty determination to solve problems. You don't take the first "No" from Amazon Support as the final answer; you know how to escalate and force resolution.
• Extreme Attention to Detail: an eye for precision to ensure product listings are 100% accurate, properly mapped, and visually cohesive before pushing them live.

Pay

The base salary range for this position at the time of this posting is $60,000 - $140,000 USD.