Amazon strives to be Earth's most customer- centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers Amazon engages with sellers who offer their catalogue of products on Amazons global ecommerce platforms. The Seller Support team acts as the primary interface between Amazon and sellers. We obsess over providing world class support, technical assistance and account management services to our global partners. We strive to predict the Seller's needs, create innovative self-help tools and provide solutions to help our partners better serve their customers and grow their businesses.
Seller Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations. Amazon and Seller Support pride ourselves on growing talent and leadership from within, offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning. Roles within Seller Support at Amazon offer candidates the opportunity to grow and develop skills such as mentoring, coaching, negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Seller experience.
The Senior Manager Operations is responsible for the co-ordination of the operations of a Seller Support contact center. This position is focused on the quality and efficiency metrics used to measure the overall operational excellence. Partnering with onsite and remote program managers, this role facilitates the transition of new projects, products, systems and processes from project to operational status. The Operations Manager owns site goals and objectives in line with global strategic planning and coordinates with recruitment, training and workforce management to meet the forecasted demand. Leading teams of managers, supervisors and associates, the Senior Manager Operations' goal is to deliver the perfect Seller interaction.
Summary of Responsibilities
Manages a team of up to 300 plus headcount consisting of Operations managers, Team managers, supervisors, associate advisors and associates
Monitor Site performance against key business metrics. Raise the performance capability of the Site
Solve complex seller support business problems and puts plans in place to mitigate negative service trends through identifying and eliminating barriers to productivity and quality.
Hold the leadership team accountable to provide timely and efficient service to Sellers; oversee escalations and track towards resolution, ensure team understands how to leverage resources to address issues, and delegate workload across the leadership team.
Partner with Capacity team to understand forecast and ensure resource plans meet the operational demand
Motivate employees to achieving the perfect seller interaction, service level agreements and targeted quality and productivity goals
Coach and develop Operations Managers, supervisors and managers on career paths for internal promotion and job enrichment opportunities
Identify system and process improvement opportunities which will directly influence the seller experience
Facilitate programmatic transition to operational go live status
Manage and coordinate change management initiatives
Implement communications strategy across the site
Participates in recruitment and selection activities including role modeling through hiring decisions and processes
Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentoring
Actively participate in network-wide strategic planning of quality initiatives, process change initiatives, Lean/Kaizen activities, etc.
Accountable for site performance at WBR meetings. Input into country QBR
- Ensure site leadership and associates have a clear understanding of the performance bar and criteria used to differentiate performance
Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
Manage the career growth and development of the Seller Support leadership team by helping team undertake stretch goals, honing their leadership and management skills, and driving focus on Amazon s Leadership Principles
Build a talent pipeline for all roles
Facilitate understanding of broader organizational tenets and strategic goals
Ideal Candidate Profile
Strong business acumen, except