Support Ops Manager I

Job ID: 2530217 | Beijing Century Joyo Information Technology Co., Ltd. Chengdu Branch - B40
The Support Operations team is an integral part of the Defect Prevention & Reconciliation (DP&R) team. The DP&R team's vision is to build an intuitive, accurate, and automated inventory management experience for Sellers when their inventory encounters defects during the fulfilment process.
Support Operations currently caters to Fulfillment by Amazon (FBA) for the NA marketplace, providing a low-cost alternative for fulfillment and enabling third-party Sellers to rapidly grow their business. The FBA Support Operations team reviews Sellers' financial and inventory-related questions, provides coaching on defects, and manages executive escalations. Consistency is the foundation of the world-class service we provide our Sellers, and Support Operations ensures consistent and fair evaluation of Seller requests.
In this role, you will manage a team of up to 15 L4 Associate Advisors or Trainers in Shanghai and Chengdu, owning all aspects of people, process, and stakeholder management. The Associate Advisor and Training Team works closely with Training and ACES teams to utilize insights and drive actions that enable the program to achieve accuracy goals.
You will support front-line associates in navigating difficult Selling Partner situations, provide constructive feedback for associate growth, and assist with Selling Partner escalated concerns. You will also be responsible for project coordination that designs/improves tools or processes by testing and developing recommendations for management.
Your responsibilities include establishing robust support mechanisms, tracking performance standards, identifying and leading process improvement opportunities, and driving collaboration among Operations & Support Teams. As a Team Manager, you will provide leadership, administrative support, and people development to meet/exceed service levels based on capacity and team delivery, productivity and quality targets, and execute road-mapped projects with various stakeholders.
The candidate should possess strong written/verbal communication skills to effectively anchor discussions with leadership, lead and motivate large teams, manage ambiguous situations, and maintain a results-driven focus within a production/contact center environment.
You will drive results in a production environment, leading your team and stakeholders toward meeting operational metrics of quality, productivity, and service levels. You will set the goals and vision for the function(s) operating under your leadership.
The candidate will interact with multiple stakeholders within China and globally, sometimes requiring influence and consensus-building between teams. You will also write high-impact, clear, and concise documents (Support Strategies, Business review documents, etc.).
The candidate will create mechanisms for employee growth and development, enabling L4 ICs and creating strong succession plans, balancing effective delegation while maintaining a strong connection with support associates through various communication channels (1:1 connects, Huddles, Open office hours, etc.).
The candidate will drive innovation within the team to remove operational inefficiencies and enhance existing procedures/SOPs, identifying and leading projects across various teams, developing new metrics, and driving the creation of new tools.
The key to success in this role is the ability to understand the Support Operations' vision and make independent decisions with data and sound judgment to manage teams to attain that vision.
Key Job ResponsibilitiesResponsible for the overall direction and performance of up to 15 Associate Advisors or Trainers.Set the vision, direction, and culture of the team by managing individual and team performance expectations and goals.Manage the career growth and development of associates by driving focus on Amazon's Core Values, providing guidance and mentorship to all levels of leadership.Effectively partner and build productive working relationships with direct reports, peers, leadership, and other departments to solve medium to high complexity problems.Serve as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.Provide analysis and program support to stakeholder teams.Identify and eliminate root cause barriers to accuracy, productivity, quality, and seller knowledge gaps.Deep dive trend data related to customer contacts and defect prevention.Lead team meetings focused on team performance, policy and site updates, and team-building activities.BASIC QUALIFICATIONSLanguage: Fluent in Mandarin and English.Preferred experience in leading training relative program or team.BA/BS degree required or equivalent leadership experience, 3-5 years experience in people management.Demonstrated team-building skills within own team or across other teams.Demonstrated ability to develop, direct, and manage a group of individuals including managing career growth.Demonstrated skill in developing and implementing new strategies and procedures.Demonstrated ability to devise and communicate administrative and procedural decisions.Versed in employee development and performance management skills and strategies including performance reviews, goal setting, and providing feedback.Proven ability to report and analyze data.Demonstrated ability to initiate and drive process improvements.PREFERRED QUALIFICATIONSPeople Management Skills:
Demonstrated ability to develop, direct, and manage a team.Skilled in developing and implementing new processes and procedures.Ability to organize, prioritize and schedule work assignments.Ability to develop, plan, and implement short and long-range goals (both for individuals and for the team).Demonstrated passion for delivering a positive Customer experience.Ability to perform ambiguous tasks without guidance and support.Ability to foster a cooperative environment and to work in a collegial fashion with peers in other organizational units.Can adapt well to changing circumstances, direction, and strategy.Ability to manage team performance through training, coaching, and process improvement.Communication Skills:
Strong interpersonal and communication skills and the ability to communicate effectively with a wide range of constituencies in a diverse community.Demonstrated team building skills: within own team/across other teams.Ability to provide objective performance feedback.Ability to maintain composure in critical situations and communicate clearly with both internal and external Customers.Excellent documentation skills.Continuous Improvement:
Strong history of proposing ideas for new metrics and tools improvement.Ability to own data collection and reporting for deep dives and escalations.Posted: April 16, 2024 (Updated 30 days ago)
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.

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