SPS Commerce is a leading provider of cloud-based supply chain management solutions, serving a global network of retail trading partners. We foster a collaborative and inclusive work environment where innovation and continuous improvement are highly valued. Join SPS Commerce and be part of a dynamic team that’s transforming the global retail supply chain!
Position Summary:
We are seeking an experienced Senior Recovery Operations Specialist with a strategic vision to drive us forward in a key business area. This role is an exceptional opportunity for those who thrive on shaping and driving business success through innovative operational tactics. Join us in a role where your expertise and inputs will not only be valued but will be pivotal in driving our business forward. This position offers a unique opportunity to make a significant impact in a dynamic and evolving industry.
Your Responsibilities:
- Problem Solving: Yes, it can get intense! You will collaborate with the recovery operations team everyday to remove roadblocks in the service delivery processes. You will use a blend of strategic insights and process knowledge to solve complex operational and automation issues; focusing on delivering top-tier performance and innovation in all aspects of the business.
- Customer Account Management: Our customers stick with us because we ALWAYS stick with them. You will be a catalyst in this customer obsessed environment. You will lead conversations with Amazon/ clients to lay out complex data, drive negotiations, drive issue resolutions and education. Collaborate with the customer success team to enhance client engagement, identifying opportunities to maximize service delivery and client satisfaction.
- Process Innovation Expert: Your role will involve transforming our operational processes holistically. You will leverage your analytical skills and creative thinking to develop agile short-term solutions that evolve into cutting-edge, long-term innovations.
- Amazon Chargeback Expertise: You bring deep, hands-on experience with Amazon chargeback management and recovery, including root cause analysis, prevention strategies, and resolution workflows within Amazon Vendor Central. You’ll leverage this expertise to help recover lost revenue efficiently.
- Domain Expert: You have deep expertise in your sub-domain and serve as a knowledge resource across the company. You are in a constant state of learning and unlearning—acquiring insights on Amazon policies, supply chain practices, deductions, and more—and translating that knowledge into simplified, actionable resources for internal teams and customers.
- Operational Excellence Advocate: You will champion efficiency and excellence by driving continuous improvements across operations. Your responsibility includes refining and optimizing processes to consistently raise the bar on productivity and deliver exceptional results—embedding a mindset of ongoing 1% improvements.
- Research & Development: As a domain expert, you will apply your knowledge of the process and a high degree of judgment to drive product discovery with the tech teams and build internal tooling solutions. You will also own detailed research for your portfolio of clients, providing insights and recommendations on an ongoing basis.
Location: Open to Hybrid/Onsite in Toronto, ON, or Remote United States
Preferred Qualifications:
- Amazon Chargeback Experience (Required): Demonstrated success managing and resolving Amazon chargebacks at scale, ideally with experience in reducing financial loss through process optimization and root cause prevention.
- Amazon Vendor Central Savvy: Profound expertise in POR, inbound and inventory policies, Amazon Vendor Central and use of the platform to drive strategic initiatives and business growth. Familiarity with AVS, RBS, SPS or SWAT is an added benefit.
- Outcome Ownership: You’ve owned end-to-end recovery operations outcomes, setting and achieving measurable success metrics that reflect accountability, impact, and continuous improvement. You’ll bring that same results-oriented mindset to this role, driving initiatives from strategy through execution with full ownership of deliverables.
- Operational Mindset: Exceptional track record in complex operations management and defining processes. You have an eye for detail and always raise the bar when it comes to time management and organizational skills, ensuring priorities are managed effectively.
- Exemplary Communication Skills: Articulate and effective communicator, capable of translating complex ideas into clear, impactful narratives. Abundant track record of stakeholder/ customer facing engagement and ability to build customer trust.
- Deep Dive: Excel at navigating complexity with precision—combing through vast datasets to identify patterns, anomalies, and trends that others may overlook. Demonstrate strong command of secondary research, skillfully piecing together fragmented information from multiple sources to produce clear, insightful business insights.
- Agile & Adaptable: Comfortable with discomfort and change. Adapt seamlessly to evolving business landscapes, demonstrating resilience and composure in dynamic environments. Lead with a solution-oriented mindset—driving outcomes proactively rather than waiting for direction.
- Innovative Problem Solver: Adept at identifying and resolving challenges efficiently and effectively, maintaining seamless operations. Your insight into market trends and customer needs informs our product development, driving innovation and future growth.
- Systems Thinking: Aptitude for compartmentalizing concepts and ability to break them down into specifics for tech team members to understand and see how your systems work. Skilled in making informed decisions that align with long-term business objectives and account for system impacts.
Perks and Benefits
- 💰 We offer a competitive salary along with a Retirement Savings Plan (RRSP) that helps you save for the future that includes employer contributions.
- 📈 Grow with us and take part in our employee stock purchase program (ESPP), allowing you to invest in your future alongside the company’s growth.
- 🦷 Comprehensive Health Benefits which includes access to medical, dental, and vision insurance plans starting on Day 1, ensuring you and your family are well taken care of.
- 🏝️ Enjoy a flexible PTO policy allowing you to recharge and maintain a healthy work-life balance including one floating holiday that can be used anytime throughout the year.
- 💻 Receive a company-provided laptop delivered to your door, ensuring you're equipped for success from Day 1.
- 👟 Take advantage of a complimentary gym membership for you and up to two family members, supporting your physical health and wellness goals.
- 🍎 Stay energized with complimentary snacks and drinks available in our Toronto Office.
- 🎉 Participate in quarterly or annually company-wide events, off-sites, and socials, fostering team spirit and camaraderie.
Commitment to our Employees:
At SPS we power connections that drive the world of commerce forward, and our success depends on making strong decisions, fostering innovation, delivering unparalleled customer solutions, and driving outstanding business performance. We achieve this by creating an environment where every employee feels a true sense of belonging. We embrace diversity, equity, and inclusion, ensuring everyone feels accepted, valued, and empowered to make a meaningful impact.
We are committed to affirmative action and equal opportunity in all aspects of employment. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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