Job Description:
Key Responsibilities:
Team Leadership & Case Management
- Lead and manage a team of agents by distributing caseloads, monitoring performance, and providing coaching to ensure quality and policy compliance.
- Review and validate incoming case submissions, filtering out ineligible requests before assignment.
Enforcement & Coordination
- Manage and respond to local and regional counterfeit-related inquiries, including reinstatements, takedowns, and ad hoc requests.
- Ensure thorough due diligence before enforcement actions are taken at listing and seller account level.
- Coordinate with internal legal and compliance stakeholders on cases and enforcement outcomes.
- Continuously improve detection and enforcement workflows through both proactive monitoring and reactive case handling.
Regulatory & External Inquiries
- Serve as the point of contact for regulatory and government-related inquiries.
- Collaborate with regional teams on cross-market initiatives and ad hoc requests.
Appeals & Penalty Management
- Oversee the end-to-end appeal process, including review, stakeholder coordination, and resolution of penalty-related submissions.
- Maintain accurate and up-to-date documentation throughout the appeals lifecycle.
Repeat Offender Management
- Identify and track repeat infringers, assess violation history, and enforce appropriate escalation actions.
- Maintain records to support audit readiness and reporting requirements.
Requirements:
- Strong analytical and problem-solving skills with a keen eye for detail.
- Ability to manage multiple tasks efficiently while ensuring compliance with policies.
- Excellent communication skills for cross-functional collaboration.
- Experience in content management, policy enforcement, or a related field is a plus.
- Strong logical thinking and problem-solving skills at all times.
- Good team player, positive attitude and eager to learn.
- Strong presentation skills and Microsoft Excel.
