Manager II, Seller Operations Support
Amazon
San Jose, CR
hace 5 días

DESCRIPTION

Amazon Business Seller Success organization is seeking a Manager of Operations Support to help shape the future of the program.

The role leads a multidisciplinary and diverse team of Selection and Catalog experts responsible for managing different functions, such as Listing enhancement, selection quality improvement, Sales Representative and Customer Advisor coaching, Quoting and Deal Desk Concierge, and onboarding support activities for some of the most influential Selling Partners on Amazon Business, by ensuring Seller satisfaction with the program through a high level of service and operational standards.

The ideal candidate thrives in an ambiguous environment where they must develop, implement and iterate data, processes, mechanisms and guardrails to improve the customer experience.

Further, the ideal candidate is a business owner who understands the key levers to drive business growth and can operationalize those levers across their team.

They have a passion for people leadership and are at their best when they’re building, developing and managing high-performing teams.

A day in the life

About the hiring group

Job responsibilities

Managers of Seller Operations Support are responsible for driving Seller selection quality growth and delivering a positive experience through various functions of the Seller Success Operations program.

The key responsibilities of this role are :

  • Identify, action and / or provide advice on how to improve business input metrics that drive selection quality growth and improve end sales, seller and buyer customer experience, in collaboration with other Amazon Business and Consumer programs and teams.
  • Manage end to end goal setting for team to align with organizational goals.
  • Collaborate cross-functionally to ensure timely, accurate and professional operational support to all internal and external customers within a specified SLA.
  • Build strong relationships with partner functions and act as a point of escalation for outstanding issues, questions, and concerns.
  • Manage day to day operational tasks and monitor complexity through efficient resource allocation.
  • Establish improvement plans and mange expectations with team members as appropriate.
  • Collaborate with other internal departments to support the improvement of tools and processes to enhance the Seller experience and drive utilization and productivity for team members.
  • Identify, quantify, and define feature enhancements and new offerings to improve our program service based on customer feedback, data analysis, and feature gaps with other competitive programs.
  • Lead a team of Operations Support Specialists, prioritizing strategic initiatives and provide escalation support as needed.
  • Act as a thought leader in defining success criteria and understand business needs of Sellers in an ever-changing business environment.
  • Contributes to and leads strategic plans and documents for the organization.

  • Leads recruiting and hiring efforts across direct team and broader organization.
  • BASIC QUALIFICATIONS

  • Bachelor’s degree
  • 3+ years of people manager experience of operational team of people (frontline & backline) including reporting, leading prioritization of tasks, team scheduling, time management, performance improvement and meeting deadlines with initiatives and projects.
  • 2+ years of proven experience with deep diving data with analytical, sales, and productivity tools including Tableau, Salesforce, Microsoft Office Suites, Microsoft OneNote, and Microsoft SharePoint.
  • Highly proficient on English language (written and verbal) .
  • PREFERRED QUALIFICATIONS

  • Strong service mindset and ability to use metrics to measure service levels.
  • Strong written and verbal communication skills. Proficiency in composing concise, accurate and appropriately targeted responses.
  • Master’s Degree in a field of Business, Marketing, Operations or Finance.
  • Scrum Master Professional Certified.
  • Yellow / Green Belt Certification.
  • 3+ years’ experience in Program / Project management
  • 5+ years’ experience in operations, marketing, buying, or customer service delivery in related industries like retail, eCommerce, technology support or hospitality.
  • Amazon Seller Support and E-Commerce experience preferred.
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