Description

At Amazon.com, we strive to be Earth’s most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history.

Are you passionate about improving the quality of customer experience? Do you thrive in a fast-paced environment in which you have the opportunity to influence change? Would you like to enable change that drives business growth while protecting Amazon’s Selling Partner experience?

The Selling Partner Support (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a Senior Manager to manage SPS T4 Operations. The SPS T4 Senior Manager is accountable to manage T4 Team Managers through various performance management tools.

Key job responsibilities

· Candidate should be willing to work in a 24*7 kind of work environment and should be flexible with shifts and week offs.

· Manages a team of 180 - 200 headcount within and/or across geographies consisting of team managers, supervisors and associates

· Has an in depth aptitude to do root cause analysis, with focus on specific detail and triggers, and derive key tactical and strategic actions and solutions to improve seller/customer experience

· Motivate employees to achieving the perfect seller interaction, service level agreements and targeted quality and productivity goals

· Coach and develop associates, supervisors and managers on career paths for internal promotion and job enrichment opportunities

· Identify system and process improvement opportunities which will directly influence the seller experience

· Facilitate programmatic transition to operational “go live” status

· Manage and coordinate change management initiatives

· Implement communications strategy across the site

· Participates in recruitment and selection activities including role modeling through hiring decisions and processes

· Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentorship

· Maintains a positive and professional demeanor always portraying the site and company in a positive light and effectively managing sensitive issues.

· Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures · Degree Qualification in business or management desirable

About the team

Trouble Ticket Triage Team (T4) is a specialized team within Amazon Selling Partner Support (SPS), that focuses on resolving issues reported by SPS associates on behalf of Selling Partners. The team's mission is to provide quick turnaround of issue resolution as well as develop processes that empower associates and Selling Partners to self-resolve the issues without need of contacting T4 team.

Basic Qualifications

• 7+ years of production executives management experience

• 3+ years of operations management in a contact centre environment experience

• Knowledge of Excel at an advanced level

• Experience using data and metrics to drive improvements

• Experience owning/driving roadmap strategy and definition

Preferred Qualifications

• Experience in project management