External Fulfillment Sr. PM, Sr. PM External Fulfillment Programs

DESCRIPTION

Are you ready to build something from the ground up? We're seeking a Program Manager to establish and scale our seller support strategy in Mexico. This is a unique opportunity to work in a highly ambiguous environment where your ability to adapt, innovate, and drive proactive solutions will directly shape the future of our seller experience. You'll be at the forefront of developing automated and technical solutions that transform how we serve our sellers, balancing operational excellence with strategic vision.

In this role, you'll collaborate across multiple stakeholder groups to solve complex operational challenges while building scalable processes that will support our team's growth trajectory. Your data-driven approach and creative problem-solving skills will be essential as you design solutions that improve service delivery and reduce friction for sellers across the region.

Key job responsibilities

Lead the development and execution of programs from inception, managing the lifecycle of cross-functional initiatives that establish seller support capabilities in Mexico and drive measurable improvements in service delivery

Partner with stakeholders across operational and strategic teams to identify business problems, set clear expectations, resolve operational issues, and implement automation and technical solutions that scale

Analyze program metrics and performance data to proactively identify risks, streamline processes, and drive continuous improvements that enhance the seller experience

Build consensus across teams by clearly communicating program progress, outcomes, and trade-offs to ensure alignment with organizational objectives and resource allocation

Develop and execute strategies that balance short-term operational needs with long-term program vision, demonstrating sound judgment in prioritization and escalation decisions

A day in the life

Your day involves dynamic collaboration with stakeholders across the organization. You'll spend time analyzing operational metrics to identify improvement opportunities, working with teams to address service issues, and setting expectations for program deliverables. You'll also dedicate time to designing technical and automated solutions that eliminate manual processes, participating in cross-functional meetings to align on priorities, and coaching team members on program management best practices. Throughout the day, you'll balance tactical problem-solving with strategic planning to build the foundation for Mexico's growing seller support operations.

About the team

Our team is composed of managers who lead the execution and daily operations that deliver exceptional service to our sellers. We work across both operational and strategic dimensions, ensuring sellers receive support that enables their success on the platform. As we our presence in Mexico, the team is focused on scaling our capabilities while maintaining the highest standards of service excellence and innovation in how we support our seller community.

BASIC QUALIFICATIONS

7+ years of production executives management experience

3+ years of operations management in a contact centre environment experience

Knowledge of Excel at an advanced level

Experience using data and metrics to drive improvements

Experience with Excel or Tableau (data manipulation, macros, charts and pivot tables)

Experience owning/driving roadmap strategy and definition

PREFERRED QUALIFICATIONS

Knowledge of process improvement, ideally including Lean, Kaizen and Six Sigma

Experience in project management

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