Description

We're looking for a customer-obsessed operations and automation expert to lead the team responsible for SAS' process improvement, offshoring strategy, and automation efforts. This person will report to the head of Tech, Productivity, and Project Portfolio Office (T3PO) and lead a team that drives organizational productivity improvements through process improvement, offshoring, and automation:

Process improvement: This leader will oversee a portfolio of non-tech initiatives to standardize and streamline how SAS operates through our PMO & Governance functions. This includes mechanisms to measure, benchmark, and track productivity impact of such initiatives, as well as executing interim manual solutions until they can be offshored and/or automated.

Offshoring: This person will own SAS’ overall partnership with the offshore, India-based RBS team. Given strategic inputs from SAS business leaders and domain owners, this person will be responsible for setting the operational vision, establishing prioritization of efforts, and ensuring high-quality delivery from the RBS team. This includes mechanisms to monitor and report on operational volume, quality, risks, and opportunities.

Automation: This person will direct and prioritize automation efforts that are executed and delivered by the RBS ARTS team, with a long term perspective of building these functions directly into AM tooling like Account Management Central (AMC).

As an example, this team may identify common, but inconsistent Account Manager actions to manually pull data and consolidate in a report to share with their sellers. This team would first standardize the process of pulling data and generating the report, then offshore the manual actions to RBS, and then automate report generation and ultimately provide requirements to tech teams to build such capability directly into AM tools.

This individual will need guide the team to evolve/create processes that are exemplary in terms of customer value, robustness, stability, scalability, and cost-effectiveness, and be able to proactively identify and resolve process, people, and technology gaps and opportunities by applying program management best practices. They will need to understand automation techniques and capabilities, thinking big in the art of what is possible. They will need to have strong stakeholder management and an understanding of operational principles. Most importantly, they will need to be a people leader and mentor to drive clarity of vision and speed of development via two-way door decisions in a highly ambiguous environment.

Key job responsibilities

• Be the single threaded leader for the RBS relationship, responsible for resource planning, overall quality of service delivery, and escalations.

• Lead a high-functioning team that moves quickly to address immediate operational challenges, while thinking long term and continuously improving to eliminate waste and manual processes.

• Own all mechanisms to track and report on operational workstreams and progress (e.g. xBR’s, flashes, etc.)

• Work with leadership to drive end-to-end initiatives to continuously improve the overall AM experience and their ability to strategically serve their sellers.

• Work cross functionally to identify and build best practices and process improvements, while also supporting new strategic initiatives and business opportunities for the broader organization.

• Work with leaders to align on prioritization of work given finite resources and be able to adapt and pivot quickly where opportunities arise or the business focus shifts.

Basic Qualifications

• 7+ years of team management experience

• Bachelor's degree

• 4+ years of managing teams experience

• Knowledge of Microsoft Excel (macros, pivots, lookups) at an advanced level

Preferred Qualifications

• Experience implementing repeatable processes and driving automation or standardization

• Experience working cross functionally with tech and non-tech teams

• MBA

• Experience defining program requirements and using data and metrics to determine improvements

• Experience with SQL, Python, and similar methods of enabling automation solutions

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,200/year in our lowest geographic market up to $225,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.