Job Description
The role will be responsible for 3 sub-tasks without Listing support team
- Quality Assurance (QA): Monitors and evaluates listing accuracy, ensuring all product data complies with marketplace policies and quality standards
- Appeals Management: Reviews and resolves seller escalations regarding rejected or flagged listings, balancing policy enforcement with a fair seller experience
- BE Category Management: Maintains and optimizes the backend product catalog structure, ensuring accurate data mapping, taxonomy, and seamless navigation for users
Requirements
- QA Leadership: Oversee and scale QA activities to ensure marketplace listings adhere strictly to platform guidelines and quality benchmarks.
- Appeals Management: Lead the appeals team to efficiently resolve seller disputes, optimize turnaround times, and maintain a balance between strict policy enforcement and seller satisfaction.
- Backend Category Management: Manage product taxonomy, category mapping, and backend Ops configuration to ensure an accurate and highly discoverable catalog.
- Process Optimization: Identify operational bottlenecks across sub-teams and implement scalable, data-driven workflows.
- People Management: Mentor, coach, and align a diverse team of QA analysts and operations specialists to meet performance KPIs.
- KPI and Performance Management: Define, monitor, and own core operational KPIs including QA accuracy rates, appeal SLA turnaround times, and category mapping precision.
- Data-Driven Decision Making: Analyze operational metrics, fraud trends, and error rates to uncover root causes and proactively implement preventative measures.
- Stakeholder Management: Act as the primary bridge between Operations and cross-functional partners, including Product, Tech, Legal, and Customer Support.
