Selling Partner Support provides a high quality support to Selling Partners to enable them to be successful on the Amazon platform. We support a wide range of technology platforms across several countries and interacts directly with the seller where the product is highly technical and sophisticated in nature.
We are recruiting for a Selling Partner Support Operation Manager who will be responsible for the overall direction, coordination, leadership and operations of a Seller Support contact center. This position requires a candidate who has the ability to drive quality, productivity, and process improvements and keep pace with our growth while motivating others to meet the challenges of an extremely customer-focused and metrics driven environment.
The ideal candidate proactively 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 with an unrelenting passion for excellent service to our Selling Partner.
Summary of Responsibilities
Lead and manage a team of 5- 7 Seller Support Manager and 110 – 200 Seller Support Associates; responsible for the overall direction and performance of the teams.
Assist with setting the vision, direction, and culture of the assigned team by managing individual and team performance expectations and goals, monitoring real time service levels and schedule adherence, and holding the team accountable for meeting and exceeding performance targets.
Manage the career growth and development of the Selling Partner Support Leadership team by driving focus on Amazon’s Leadership Principles.
Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within the organizational unit.
Additional Responsibilities include: training employees; planning, assigning, and directing work; rewarding and disciplining employees; resolving conflicts; staffing; and development of employees, Standard Operating Procedures, high quality and productivity within the department.
Carry out supervisory responsibilities in accordance with Amazon.co.jp’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.
Effectively partners and builds productive working relationships with direct reports, peers, leadership, and other departments.
Manage the career growth and development of the team by driving focus on Amazon’s Core Values. Plays a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as an outstanding role model.
Operations and Project Management
Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team.
Drive creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other change/Six Sigma initiatives.
Participate on business leadership meetings, helping to develop and drive strategies and programs which improve the competitive position and profitability of the organization.
Works to build and maintain seller trust.
Solving complex seller support issues and proactively heading off negative service trends.
Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
Developing and achieving performance goals and objectives in order to achieve seller promise expectations
Participates on business leadership meetings, representing Seller Support business unit to VP and/or SVP level management.
Develops and drives strategies and programs which improve the competitive position and profitability of the organization.
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.
The ideal candidate actively seeks to understand Amazon.com 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 with an unrelenting passion for excellent customer service.