• Executive Seller/Vendor Relations (ESVR) Manager

    勤務地 JP-13-Meguro
    掲載日 6 months ago(2018-07-23 18:24)
    Job ID
    Amazon Japan G.K.
    Company/Location (search) : Country (Full Name)
  • Job Description

    The Japan Selling Partner Support team is seeking a passionate professional for the Executive Seller/Vendor Relations (ESVR) Manager role.

    The ESVR team reports to the JP Senior Seller Experience Manager and manages the resolution of high level escalations that are directed to the Senior Leadership or in the Social Media, including compliance related escalations from other functional organization. In this role, you will manage 3 different functions; 1) Executive Seller/Vendor Relations, 2) Escalation Operations, and 3) Program Management of Voice of Sellers (VOS) Programs. Also, as a people manager, you’ll be responsible for the ESVR specialists in 3 different locations (Tokyo HQ, Sendai, and Sapporo).

    High level summary of your roles & responsibilities:
    1. Works as a program manager, from strategies to execution planning on the Voice-of-Sellers programs.
    • l Analyze trends, identifies root cause and leads projects for cross-functional teams focused on the delivery of a program, process, or mechanism that enhances the perfect seller interaction.
    • l Partner with business leaders across Amazon Japan to determine the root cause, implement resolutions determine preventative actions and tracking to completion to improve the Seller’s experience. (One of the most critical tasks)
    • l Reporting JP Voice-of-Sellers programs status update to JP Seller Business Senior Management Team with Directors and Sr. Managers as well as the Global Seller/Vendor/Brand Support leadership and peers.
    2. Being a Subject Matter Expert on Seller/Vendor Support as the point of contact for high-visibility escalations.
    • l Be the point of contact for high-visibility escalations, and completing the Root Cause Analysis (RCA) for Executive escalations.
    • l Managing several escalations at the same time to ensure that all executive level communications are complete, accurate and finalized within a timely manner.
    • l Partner with business leaders across Amazon Japan to determine the root cause, implement resolutions determine preventative actions and tracking to completion to improve the Seller’s experience. (One of the most critical tasks)
    • l Reporting JP ESVR results monthly to JP Country Manager and Seller Business Senior Management Team with Directors and Sr. Managers.
    3. Being a people manager for four team members.
    • l Build and lead a team focused on defining and scaling the ESVR team.
    • l Manage the career growth and development of the ESVR team by helping team undertake stretch goals, honing their leadership and management skills, and driving focus on Amazon’s Leadership Principles.
    • l Build a talent pipeline for all roles in the team.
    • l Create and develop a culture of innovation reinforcing the value of leadership principles.
    • l Hire, develop and inspire a high impact team of leaders through a culture of empowerment, speed and customer obsession.

    Overview about your organization:
    The Seller, Vendor, Brand Support is the organization in Amazon that provides world-class support to over 3+ MM Amazon Sellers and Vendors in 10 countries. We consider the Sellers, Vendors, Brand Owner and Buyers are our Customers and help to eliminate their problems associated with selling their products in Amazon.

    ESVR Manager’s objectives
    • ESVR Manager is in a highly visible space with much scrutiny from high level executives and business partners as the role owns Voice of Seller (VOS) Program for Japan where he/she is responsible for connecting data and seller anecdotes, present them to the Business team to make better decisions for sellers. In this role, ESVR manager creates program plan on VOS programs in strategic way, negotiates to get agreement with Seller Business Directors and Sr. Managers to have shared goals with their teams by influencing them to make better decisions for sellers.
    • ESVR Manager manages a team of ESVR Specialist for their performance, act as the escalation point for any ESVR related escalation operations. Which requires to manage complicated and complained cases from sellers and the members who handle these escalation cases. Some of the cases indicated high escalation and complaint directly to the country manager. ESVR handles and resolve these cases quickly and precisely before going to the country manager as escalated cases. ESVR Manager is also responsible for determining root causes of these escalation cases and improving seller pains in collaboration with departments across Amazon.

    Basic Qualifications

    • Excellent written and verbal communication skills in both Japanese (native level) and English (business). Able to create the essay in English on program and escalation update with minimal supervision.
    • 5+ years of industry experience as program or product management.
    • Ability to thrive and deliver result in a fast paced environment, where tactical and strategic activities are driven in parallel.
    • Attention to detail and has problem solving/analytical skills to manage multiple, competing priorities simultaneously.
    • Ability to work in ambiguous situations, across organizational boundaries, and able to work independently to create a path forward.

    Preferred Qualifications

    • Master or Bachelor’s degree in equivalent work experience.
    • Contact Center (Phone, email, chat support) support experience.
    • PMP or similar certification.
    • Familiarity with six sigma, Kaizen.
    • Experience in customer-facing UI development, Internet products and technologies.
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