Description

Over the past 20 years, Amazon has reinvented on behalf of the Consumer and has become the largest internet retailers and marketplaces in the world with more than 152 million active customer accounts, more than 2 million active seller accounts, and over $500 billion in revenue globally. Our overall mission is simple: we want Amazon to be the place where our Customers can discover and buy anything online. In line with our vision, Fulfillment by Amazon (FBA) delivered more than seven billion units on behalf of Sellers in 2024. Using the FBA service, Amazon Sellers from more than 130 countries fulfilled orders to Customers in 185 countries. This role is to lead the EU FBA Support Ops, an organization of 180 people (L3 to L6) across multi-locations, responsible for handling FBA seller complex E2E reimbursement claims and resolutions, orchestrating seller outreach for defect reductions, driving change management on SOP/SLA, trainings, process improvements, and step-function the automation chapter for EU FBA seller supports.

Key job responsibilities

We seek an innovative, dynamic and experienced Sr Manager to lead the EU FBA Support Ops Org to influence FBA Seller behavior strategically and drive step-function improvements in FBA Supply Chain. A successful senior people manager must be able to build the vision, work independently and lead their team to achieve required results, be comfortable with ambiguity and maintain in-depth knowledge with good balance of wider view, and be able to influence internal & external partners at all levels and cross VP-organizations. This role will particularly suit someone with very strong process improvement, operations management skills, strong people management abilities, good communication skills both written and verbal, and adequate product management capabilities. A person joining this role should be able to set short, mid and long term vision for their team and communicate program progress very crisply in various business reviews.

Some qualities that we are looking for: You have a strong operations experience with proven record of process improvements and defects elimination, you are people manager and have led big teams to deliver complex projects successfully, you are an innovator (and have already proven it) especially on driving automation, LLM-modelling, you have the intellect and horsepower to solve really complex problems (some may say impossible to solve), and finally you are an owner, and do what it takes to make your team successful.

Basic Qualifications

• 10-15 years+ of professional experience including 4+ years in people management or leading big teams

• Strong experience in Operations management or exposure to Sellers/Vendors/Customer Support set ups

• Ability to think strategically and creatively whilst also executing operationally with high attention to detail and operational excellence

• Demonstrated ability to interpret large amounts of data and make sound business judgements and recommendations

• Demonstrated an ability to thrive with partial information, manage multiple, competing priorities simultaneously, manage trade-offs and evaluate new opportunities

• Superior verbal and written communication in English

• Strong ability to influence and drive alignment among a diverse set of stakeholders and teams globally.

Preferred Qualifications

• The ideal candidate will have experience in virtual research, analyzing data, seller communication and a strong customer focus.

• Any exposure Amazon Fulfillment Operations.

Amazon is an equal opportunities employer. We believe passionately that employing a diverse workforce is central to our success. We make recruiting decisions based on your experience and skills. We value your passion to discover, invent, simplify and build. Protecting your privacy and the security of your data is a longstanding top priority for Amazon. Please consult our Privacy Notice (https://www.amazon.jobs/en/privacy_page) to know more about how we collect, use and transfer the personal data of our candidates.