Amazon - Senior Manager - Seller Support Operations

Senior Manager - Seller Support Operations

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 catalog of products on Amazons- global e-commerce 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 coordination 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 achieve 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 the 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, exceptional organizational, people and process management and an inquisitive nature. The ideal candidate actively seeks to understand Amazon core business values and initiatives and translate those into everyday practices. They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem-solving skills with an unrelenting passion for excellent service to our Sellers.

This position requires a candidate who has the ability to stay focused and keep up with our continuous and fast-paced growth - all while motivating others to meet the daily challenges of an extremely deadline-driven environment. The ideal candidate will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication, motivation, and intelligence. Strong communication skills, as well as a strong technical and analytical aptitude, are required

Basic Qualifications

Education, Experience, and Skills

- Degree Qualification in business or management desirable

- 12-15+ years successful experience in Operations Management in a contact center environment

- Demonstrated ability in developing and implementing new strategies and procedures

- Demonstrated ability in managing reporting and analysis

- Demonstrated ability to put team priorities into a larger business context and make difficult trade offs caused by new or changed business goals and/or resource reductions

- Understanding of Lean and Six Sigma and a keen interest in and familiarity with technical systems.

- Advanced knowledge of Excel is required for this role

- Strong presentation skills and the ability to motivate and inspire large groups of people are a must

- Project Management experience preferred

Preferred Qualifications

Proven ability to make and implement decisions.

Proven ability to build relationships quickly.

Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently