Marketplace Compliance & Account Health Manager

Key Responsibilities
1. Account Health & Violation Management
Monitor the Account Health dashboard and Account Health Rating (AHR) daily in every marketplace; maintain “Healthy” status at all times.
Resolve all account health violations promptly: intellectual property complaints, restricted product policy, listing policy violations, product authenticity and condition complaints, and product safety issues.
Write and submit appeals and Plans of Action (POAs); manage listing and account reinstatements through to full resolution.
Acknowledge and act on every new account health notification within 24 hours to prevent escalation toward suspension or deactivation.
Track seller performance metrics against Amazon thresholds: Order Defect Rate (target under 1%), Late Shipment Rate (under 4%), Pre-fulfillment Cancel Rate (under 2.5%), and Valid Tracking Rate (95% or higher) where seller-fulfilled orders apply.
Monitor Voice of the Customer (NCX) for listings flagged as “Poor” or “Very Poor” and drive corrective action with the relevant teams.
Handle account verification and documentation requests (INFORM Consumers Act, KYC, EU Digital Services Act, bank and identity verification) before deadlines so selling privileges are never interrupted.
2. Case Management, SAS & Amazon Support
Open, manage, and follow through on Seller Support cases; maintain a living case log with status, owner, age, and outcome for every open case across all marketplaces.
Serve as the primary point of contact for our Strategic Account Services (SAS) manager: set agendas, bring prioritized escalations, and hold Amazon accountable for follow-through.
Escalate effectively through the right channels (Account Health Support, SAS, Brand Registry support, Executive Seller Relations) when standard support stalls.
Identify recurring root causes behind repeat cases and violations, and fix the underlying process rather than just the symptom.
3. Listing Integrity & Catalog Health
Diagnose and resolve listing issues: incorrect or missing swatches, missing or detached child variations, broken parent-child relationships, and incorrect variation themes.
Correct reviews that are misapplied across variations or attached to the wrong product; identify and report review abuse or manipulation against our listings.
Find and fix suppressed, search-suppressed, stranded, and inactive listings; work the Listing Quality dashboard to zero.
Resolve catalog data problems: attribute contribution conflicts, brand name errors, miscategorization, title and image policy compliance, and rejected A+ content.
Monitor for unauthorized sellers and listing hijackers; use Brand Registry tools (Report a Violation, Project Zero, Transparency) to protect the brand.
Own flat-file and bulk-feed corrections when catalog fixes need to happen at scale.
4. Marketplace & Regulatory Compliance
Keep EU and UK listings compliant with the General Product Safety Regulation (GPSR), including Responsible Person details on every listing that requires them.
Maintain Extended Producer Responsibility (EPR) registrations and reporting where required (packaging, WEEE, and related schemes in France, Germany, Spain, and other applicable countries).
Support US regulatory compliance on Amazon: MoCRA requirements for cosmetics, California Prop 65 warnings, and state-level requirements as they apply to listings.
Respond to Amazon product compliance document requests (safety documentation, ingredient disclosures, test reports) accurately and before deadlines.
Coordinate with Finance and Legal on VAT, tax verification, and entity-level documentation requests tied to marketplace accounts.
Stay current on Amazon policy changes across all marketplaces and brief the team on what is changing and what we need to do about it.
5. Reporting, Process & New Marketplace Readiness
Publish a weekly account health scorecard to leadership covering every marketplace: AHR, open violations, open cases, suppressed listings, and risks on the horizon.
Partner cross-functionally with catalog/content, supply chain, customer service, and legal so fixes stick.
Build and maintain SOPs and playbooks for recurring issue types so resolution gets faster over time.
Run the compliance-readiness checklist for every new marketplace launch (registrations, responsible person, tax, listing requirements) before we go live.

Skills

Monitor and resolve account health violations across Amazon marketplaces daily, maintain seller performance metrics against Amazon thresholds, handle account verification and documentation requests, manage Seller Support cases, diagnose and resolve listing issues, and ensure EU and UK regulatory compliance including GPSR and EPR requirements.

Account Health dashboard, Account Health Rating, Listing Quality dashboard, Brand Registry tools including Report a Violation and Project Zero, flat-file and bulk-feed systems.