Manager II, Seller Ops Support, AB3P

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, Package Hierarchy and on-boarding 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.

Key job responsibilities

• 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.

• 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 issues, questions, and concerns.

• Manage day to day operational tasks and monitor complexity through efficient resource allocation.

• 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 and data analysis.

• 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.

• 2+ years of managing an operational team of people (frontline & backline) in a customer support/service environment or diverse ecommerce operations experience
• Experience using strong customer service, communication, and interpersonal skills
• Experience in written and spoken English and an ability to compose grammatically correct, concise and accurate written responses
• Bachelor's degree or equivalent experience
• 3+ years successful experience managing a team of people with a track record of developing a high performing environment.
• 2+ years' experience with deep diving data with analytical, sales, and productivity tools
• 2+ years' experience managing a high demanding customer operations team, and leading prioritization of tasks, team scheduling, time management, and meeting deadlines with initiatives and projects
• 2+ years building reporting and accountability mechanisms to increase efficiency and effectiveness of a production team.

• 1+ years of Amazon (blue badge/FTE) experience, or Bachelor's degree in management, business administration, economics, engineering, marketing
• Bachelor's degree in finance, accounting or related field, or a Six Sigma Black Belt and experience with Oracle, Essbase, TM1 and similar tools
• 3+ years of program or project management experience
• • Amazon Seller Support and E-Commerce experience preferred.

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