Program Manager I

The Manager – I, VRET Disputes Management will lead the Disputes Management for sellers, handling thousands of monthly dispute cases. This is a people manager role leading a team of 6 associates, responsible for validating vendor dispute claims, maintaining SLA performance, and ensuring financial accuracy through coordination with FinOps and TSP.

The role requires deep understanding of VRET processes, financial reconciliation mechanisms, and strong stakeholder management across multiple business, operations, and finance teams. The incumbent will drive process accuracy, efficiency, and scalability through data analysis, continuous improvement, and mechanisms to reduce recurring disputes.

• Key job responsibilities
• Lead day-to-day operations for vendor dispute validation and resolution, ensuring adherence to SLAs and audit standards.

Act as process owner for dispute handling — including SCS contract settings, USI vs UHI treatment, FRACS vs pickup orders, and AMXL/Core/EFP distinctions.

Manage and coach a team of associates; drive performance through goal setting, quality reviews, and skill development.

Partner with FinOps and FAAS to review and approve reimbursement recommendations.

Track and publish monthly metrics on payouts, accruals, provisions, and reconciliations.

Retrieve and analyze data from multiple sources to identify root causes and recommend process improvements.

Manage stakeholder relationships across Business (Category, SIMS, AM, Seller, Vendor, Re-commerce), Operations (FC Ops, ACES, NOC, AMXL, Linehaul), and Finance (Ops Finance, FinOps, FAAS).

Build mechanisms and dashboards to reduce reopen rates, improve dispute resolution accuracy, and enhance vendor experience.

• About the team
• The Removals Supply Chain organization enables smooth and defect-free reverse logistics for sellers and vendors by ensuring timely, accurate, and auditable removal processes. The Disputes Management vertical supports vendors in reconciling and resolving financial claims arising from returns and removals, partnering closely with FinOps, Supply Chain, and Business teams to protect seller experience and Amazon P&L.

Basic qualifications

• - 1+ years of employee and performance management experience
• - Bachelor's degree or equivalent, or 2+ years of Amazon (blue badge/FTE) experience
• - Knowledge of Microsoft Excel at an advanced level, including: pivot tables, macros, index/match, vlookup, VBA, data links, etc.

Preferred qualifications

- 1+ years of performance metrics, process improvement or lean techniques experience

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