Senior Specialist, Operations

Why this job matters

Key responsibilities

• Act as the primary point of contact for operational escalations across the fulfillment center network, owning each case from intake through to resolution and keeping sellers informed throughout.
• Escalate systemic or technical faults to the relevant partner teams, track them to a fix, and validate the outcome.
• Manage delivery appointment scheduling and capacity in partnership with sellers and carriers, and hold partners to agreed service levels.
• Own the removals lifecycle, including disposition decisions and vendor coordination.
• Reconcile seller inventory end to end, investigating and resolving discrepancies in partnership with FC Quality Assurance, who own inventory accuracy at the facility level.
• Support reconciliation of inventory loss and reimbursement.
• Track, report, and improve core operational metrics: inbound and outbound volumes, processing cycle times, appointment adherence, and inventory accuracy, and contribute to weekly business reporting.
• Conduct on-site root cause analysis and convert findings into durable standard operating procedures.

Job Skills/Competencies Required

Minimum qualifications

• 3+ years in eCommerce fulfillment, supply chain, logistics, or warehouse operations.
• Demonstrated success managing a high volume of operational escalations to resolution.
• Exceptional communication skills, both written and verbal, with the ability to work effectively across non-technical and technical audiences.
• Exceptional computer skills: advanced Excel proficiency is a must, with the data fluency to pull, reconcile, and report on operational metrics.
• Good analytical and financial competencies.
• Effective problem solving and critical thinking skills, both proactive and reactive.
• Strong time management, with a proven ability to prioritize competing tasks.
• Working understanding of how inventory accuracy is controlled within a fulfillment operation, and the ability to reconcile seller inventory end to end.
• Bias for action and ownership.