Senior Specialist, Customer Experience, Amazon - Marketplace Partnership

At Front Row, we partner with leading brands to accelerate their ecommerce growth. We leverage our capabilities and proprietary technology to design, market, distribute and accelerate brands on a global scale. We’re continually cultivating functional areas of expertise and retaining the highest caliber of talent — while sharing knowledge and data, creating efficiencies, and looking at every aspect of our client’s business from a 360 perspective. We work effectively to give every client the hands-on support, niche knowledge, and first-access they need to win in the world’s most competitive commerce markets and make each of our six capabilities the first to act on the next big things.

We live for the exchange of energy between brands and audiences, you should too, and we’ve made it our mission to expand every brand’s market share and heart share. Because we believe every transaction has the potential to be transformational.

We leverage data-driven insights from Catapult, our proprietary technology, and our deep understanding of marketplaces like Amazon, Walmart.com, TikTok Shop, to craft strategies unique to each brand we work with while protecting their pricing and channel strategies at every lifecycle stage and in any global market.

Role Overview:

The Sr. E-Commerce Operations Specialist will own the operational backbone of Amazon accounts across a portfolio of brands within the Health, Wellness, Beauty, and CPG categories. This person will be responsible for day-to-day account health, listing accuracy, feed management, fulfillment coordination, compliance enforcement, and brand protection serving as the primary operational point of contact between internal teams, brand partners, and Amazon support.

This role reports to the Director, Marketplace Operations and is ideal for someone who has seen the full range of Seller Central issues, can triage and prioritize under pressure, and brings a systems-oriented mindset to daily operations. The Sr. E-Commerce Operations Specialist will collaborate closely with Media, Creative, Supply Chain, Brand Management, and Technology teams to keep our brands running cleanly and growing efficiently.

Key Responsibilities

Marketplace Operations

• Serve as the first line of defence on account health across all managed brands. Monitor and resolve performance notifications, policy violations, stranded inventory, restricted ASINs, duplicate listings, and unfulfillable inventory daily.

• Lead the full listing lifecycle, from new ASIN creation to ongoing content updates, using flat files (inventory loader, listing loader, image feeds) and Seller Central tools. Ensure listing accuracy, A+ Content integrity, and category compliance.

• Own feed creation and submission workflows. Validate flat file data against internal systems before upload and troubleshoot rejected feeds.

• Track and manage Amazon support cases with consistent follow-ups. Provide status updates to cross-functional teams and escalate where necessary to drive resolution.

• Maintain current knowledge of Amazon compliance policies (restricted products, product safety, claims, certifications). Proactively audit listings and flag risks before they become enforcement actions.

• Support brand registry applications, trademark filings, and IP enforcement. Monitor for unauthorized sellers, counterfeit activity, and listing hijacks using Amazon Brand Protection tools (Transparency, Project Zero, Report a Violation).

• Lead the operational setup for new brands in our internal systems and on Amazon, including catalog creation, image uploads, and initial listing audits.

Cross-Functional Collaboration

• Collaborate with Media, Creative, Supply Chain, and Brand Management teams using Asana to track project timelines, new product launches, and operational deliverables.

• Understand how listing changes, suppression, and inventory issues affect advertising performance. Coordinate with the media team to minimize disruption during content or catalog updates.

• Share emerging platform updates, policy changes, and operational best practices with peers to elevate the quality and efficiency of the team’s output.

Inventory & Fulfillment Operations

• Manage FBA inbound shipment creation, monitor receiving discrepancies, track removal orders, and handle hazmat documentation for applicable SKUs.

• Identify and file claims for lost, damaged, or misrouted inventory. Track reimbursement status and reconcile against expected amounts.

• Support Fulfilled by Merchant workflows where applicable, including coordination with 3PL partners on shipping, labeling, and SLA compliance.

• Reconcile purchase orders and invoices, ensuring alignment between vendor records, Amazon, and 3PL warehouse data.

• Track inventory levels across FBA and 3PL locations. Flag low-stock and overstock situations and coordinate replenishment with the supply chain team.

Requirements:

• 3+ years of hands-on Amazon Seller Central operations experience, ideally within an agency or multi-brand environment.

• Deep fluency with flat files, listing feeds, and Amazon catalog tools.

• Strong understanding of FBA operations, including shipment creation, inventory reconciliation, and reimbursement workflows.

• Advanced proficiency in Excel/Google Sheets (formulas, pivot tables, macros).

• Experience with project management tools (Asana preferred).

• Detail-oriented with strong analytical, research, and problem-solving skills.

• Excellent written and verbal communication skills.

• Experience with SQL for data querying and reporting is a plus.

• Background in health, wellness, beauty, or supplement categories is beneficial.

• Prior experience with IP/trademark management and Amazon Brand Registry is advantageous.

• Familiarity with A+ Content creation and listing optimization best practices is a plus.

• Experience with OMS/ERP systems (e.g., NetSuite) or multi-marketplace operations (Walmart, TikTok Shop) is a plus.

Benefits:

• Health, dental, and vision

• 20 days PTO

• Summer Fridays

• Wellness and commuter benefits

• Work with a fun, consultative team of experts

• Location - headquartered in SoHo, New York City with offices in San Diego, Hamburg and Bratislava

Salary: $80,000 – $90,000 + bonus