Service Delivery Lead - 3P Marketplace Reimbursements Location: EU/US Employment Type: Full-Time (EU)$80,000 (EU) / US(100,000) Role Summary The Service Delivery Leader will be responsible for the end-to-end efficiency, accuracy, and scalability of Threecolt's 3P Marketplace reimbursement processes across retailers like Amazon, Walmart, and Target. This includes oversight of audit execution, documentation management, case filing, appeals, and billing, while continuously optimizing workflows, managing operational teams, and leveraging technology for improved performance. The ideal candidate will be a strategic thinker with strong tactical execution skills, capable of fostering a high-performance culture. Key Responsibilities: • Reimbursement Process Oversight: • • Audits: Ensure timely and accurate execution of client account audits, identifying discrepancies and potential reimbursement opportunities. Implement and monitor audit cadence protocols. • Document Management: Oversee the process of requesting, validating, and organizing necessary documentation from clients (e.g., invoices, packing slips, proof of delivery). • Case Filing: Ensure efficient and accurate submission of reimbursement cases adhering to the marketplace’s terms and conditions. • Appeals & Rejections: Develop and manage strategies for appealing rejected claims, ensuring maximum recovery for clients. • Innovation: Develop audit and dispute process for new markets as necessary. • Technology & Automation Integration: • • Collaborate with the Product Manager and Dev team to prioritize and implement technological solutions that enhance operational efficiency. • Act as the primary stakeholder for all operational technology requirements, ensuring systems support workflow needs. • Work in conjunction with the Product Manager to oversee the development and maintenance of workflow-critical tools and systems • Strategic Planning & Execution: • • Set, monitor, and report on KPIs such as audit completion rates, case filing volumes, reimbursement success rates, and cycle times. • Continuously identify opportunities for process improvement, automation, and cost reduction within the operations function. • Team Leadership: • • Lead, mentor, and manage multiple operational teams, fostering a culture of accountability, continuous improvement, and collaboration. • Implement performance management systems, conduct regular reviews, and provide constructive feedback. • Develop training programs to enhance team skills in audits, documentation, case filing, and appeals. • Manage inter-team dynamics, resolve conflicts, and ensure effective communication across all operational units. • Quality Assurance & Compliance: • • Establish and enforce rigorous quality control measures to ensure data accuracy and process adherence. • Conduct regular audits of internal processes to ensure compliance with marketplace policies and internal standards. • Address and resolve data accuracy issues, striving for continuous improvement. • Cross-Functional Collaboration: • • Work closely with Onboarding, Account Management, and Sales teams to ensure seamless service delivery and client satisfaction. • Interface with finance, account management and engineering departments as needed for billing, and dispute resolution. • Collaborate with the Product Manager and Dev team on product roadmap and feature development relevant to operations. • Problem Solving & Decision Making: • • Act as the ultimate decision-maker for complex operational challenges and exceptions. • Proactively identify potential issues and implement preventative measures. • Manage and resolve urgent operational hot lists (e.g., audit backlogs). Required Skills & Experience • Proven experience in leading and scaling operations, preferably within e-commerce, logistics, or marketplace services. • Demonstrated ability to manage and motivate diverse teams, including operational staff and technical developers. • Proficiency in data analysis and using metrics to drive operational improvements. • Excellent communication, interpersonal, and problem-solving skills. • Ability to thrive in a fast-paced, high-growth environment. • Strong understanding of marketplace reimbursement processes and policies is a plus.