eCommerce Lead

About Gierd Inc

Gierd partners with brands and enterprise customers to help them scale fast with confidence in today’s complex ecommerce landscape. Setting up and selling on leading marketplaces like Amazon, Walmart, and eBay can be challenging, which is why Gierd delivers a comprehensive suite of direct commerce tools designed for growth. Our platform provides essential insights, automation, and controls-empowering brands to orchestrate sales channels, optimize pricing, manage listings and advertising, and streamline financial operations. With advanced AI-driven analytics and robust automation, Gierd enables customers to make smarter decisions, maximize profitability, and maintain full control as they expand across multiple channels. We are committed to helping brands navigate marketplace complexity, reduce operational friction, and achieve sustained success at scale.

Role Overview

The Account Health Lead plays a critical leadership role in safeguarding seller performance and marketplace compliance across platforms like Amazon, eBay, Walmart, and Target+. This role is responsible for leading and mentoring a team of Account Health Specialists in support of the team Manager, monitoring key performance metrics, identifying account health risks, and driving proactive mitigation strategies to maintain Top Rated Seller status and reduce operational exposure.

The ideal candidate is data-driven, operationally strong, and skilled at navigating marketplace policies and internal escalations. This role requires exceptional ownership, cross-functional coordination with Category Management, Ecommerce, Customer Service, Returns, and Gierd stakeholders to ensure timely support to performance risks and marketplace violations.

Key Responsibilities

• Operational Leadership & Team Management
• Lead, coach, and develop a team of Account Health Specialists, fostering a high-performance, compliance-driven culture.
• Oversee daily team operations including case management, escalations, and performance monitoring.
• Act as escalation point for complex account health cases, policy violations, marketplace and risk trends.
• Partner with QA to ensure adherence to SOPs and continuous improvement in handling violations and appeals.
• Marketplace Performance & Compliance
• Monitor and analyze key seller metrics (e.g., ODR, CCWSR, Valid Tracking Rate, Return Rate, Feedback Score) to identify risk areas for action.
• Lead initiatives to reduce performance defects through operational improvements and marketplace escalation strategies.
• Oversee appeals and performance improvement plans (POA’s) submitted to marketplaces, ensuring accuracy, timeliness, and policy alignment.
• Stay current on marketplace policy updates, compliance changes, and enforcement trends; cascade changes to internal teams.
• Cross-Functional Collaboration
• Collaborate with Customer Service and Logistics teams to address root causes of performance defects.
• Partner with the Customer Account Management team to align strategies with client goals and business priorities.
• Support leadership with data, insights, and recommendations for account reviews, weekly and monthly business reviews, and operational roadmaps.
  

Qualifications

• 3–5+ years experience in Account Health, Seller Performance, Risk/Fraud, or Marketplace Operations.
• Deep understanding of all marketplace performance metrics, policies, and appeal processes.
• Experience leading teams or acting in a senior/lead capacity preferred.
• Strong analytical skills with ability to interpret data, spot trends, and make strategic recommendations.
• Exceptional verbal communication and writing skills, particularly for crafting appeals and policy escalations.
• Proven ability to work cross-functionally and navigate ambiguous, fast-changing environments.
  

Gierd Leadership Principles

• Ownership: Takes responsibility for outcomes and proactively drives solutions.
• Customer Obsession: Advocates for sellers through data, compliance, and operational excellence.
• Bias for Action: Moves quickly to address performance risks and escalations.
• High Standards: Maintains rigor in SOP adherence and marketplace compliance.
• Continuous Improvement: Fosters a culture of learning, innovation, and data-driven problem solving to prevent issues before they occur.
• Talent Development: Actively develops others through coaching, feedback, and knowledge sharing; builds bench strength within the Account Health team.
• Culture Builder: Champions a culture of accountability, continuous improvement, and operational excellence that aligns with company values and marketplace compliance expectations.
  

Must have direct marketplace experience from eBay, Amazon, Best Buy, or Target+ and must be a state resident of the following locations for role consideration; CO, ID, TX, WA, NM

Salary: $48,000 - $50,000 Annually