• Monitor, track, and enforce MAP policy pricing across e-commerce channels including but not limited to Amazon, Chewy, Walmart, Petco, and Petsmart. • Thoroughly investigate each violation and compliance issue • Send violation notices and maintain detailed documentation of communications • Maintain tracker file of violations identified and notices sent.

• Supervises 4-8 Case Specialists (I/II/III), including 1:1s, goal setting, performance reviews, and career development conversations. • Coach Specialists on case-writing quality, tone with Seller Support, evidence attachment, and escalation triggers. • Set and enforce case-handling SOPs, templates, and escalation paths; approve deviations. • Run weekly team meetings and 1:1 • Track and report team-level KPIs (see below); drive root-cause analysis on misses. • Maintain and evolve the Case Management playbook • Identify recurring Seller Support failure patterns and create new solutions. • Partner with Brand Managers on case status, client-facing updates, and high-stakes escalations. • Coordinate with Listing Management, FBA Resolution, and Customer Service • Represent Case Management in department planning, tooling reviews, and process improvement projects.

• Lead a team of Customer Service Specialists, owning month-over-month team output and the individual growth of each direct report. • Run the team's operating cadence, including team meetings, one-on-ones, training, and performance reviews. • Monitor team KPIs and report on results, surfacing trends, risks, and opportunities to the Manager on a regular cadence. • Serve as the senior subject-matter expert across the team's customer service functions, and act as the escalation point for complex or sensitive cases. • Design, document, and continuously improve the SOPs, templates, and tools the team relies on, ensuring work is repeatable and audit-ready. • Uphold task management and reporting hygiene across the team, ensuring work is tracked, prioritized, and visible to stakeholders. • Onboard new specialists and run ongoing training, building the bench of capability across all customer service workflows. • Partner with adjacent Catalog teams (Listing, Case Management, Reimbursements) and with Account Managers to resolve cross-functional issues and align on client priorities. • Investigate performance gaps, take corrective action, and communicate clearly with the Manager on status, blockers, and next steps.

• Through the use of company and department practices and procedures, independently manages buyer-seller messaging across an assigned book of client accounts • Owns end-to-end negative feedback and product review remediation workflows, including submission, follow-up, and escalation to Amazon when required • Coordinates return and refund decisions directly with brand management • Synthesizes trends (defect patterns, listing accuracy gaps, image/copy mismatches) and hands them off on a regular cadence to the Listing and Case Specialist teams • Identifies buyer complaints rooted in FBA issues (damaged inventory, wrong item shipped) and routes them to the FBA Resolution team with proper documentation • Utilizes structured escalation paths with Amazon for complex buyer-seller disputes • Acts as an SME or Trainual content owner for at least one Customer Service function (e.g., feedback removal, A-to-z claim prevention, returns) • Provides guidance to Customer Service Specialist I peers on day-to-day casework • Leverages external resources such as blogs, LinkedIn, and seller forums to stay current on Amazon buyer-side policy changes • Maintains or exceeds department-established performance standards • Other duties as assigned