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 fulfillment process.
Support Operations currently caters to Fulfillment by Amazon (FBA) for the NA marketplace. FBA provides a low-cost alternative for fulfillment and enables 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 service we provide our Sellers, and Support Operations ensures 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 will enable the program to achieve accuracy goals.
Responsibilities include supporting front-line associates in difficult Selling Partner situations, providing constructive feedback for associate growth, and assisting with escalated concerns. You will also coordinate projects that design or improve tools or processes and track performance standards while identifying and leading process improvement opportunities.
The candidate should possess strong written/verbal communication skills to effectively anchor discussions with leadership, lead and motivate large teams, and manage through ambiguous situations. You will be responsible for setting goals and vision for the function(s) under your management.
Key job responsibilities:
Responsible 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.Build productive working relationships with direct reports, peers, leadership, and other departments.Serve as a leader and point of contact for escalated contact resolution.Identify and eliminate root cause barriers to accuracy, productivity, quality, and seller knowledge gaps.Lead team meetings focused on performance, policy updates, and team-building activities.BASIC QUALIFICATIONS- Language: Fluent in Mandarin and English
- Preferred experience in leading training relative programs or teams
- BA/BS degree required or equivalent leadership experience, 3-5 years experience in people management.
- Demonstrated team-building skills.
- Proven ability to report and analyze data.
- Demonstrated ability to initiate and drive process improvements.
PREFERRED QUALIFICATIONSPeople Management Skills:
- Demonstrated ability to develop and manage a team.
- Ability to organize, prioritize and schedule work assignments.
- Ability to develop, plan, and implement short and long-range goals.
- Ability to manage team performance through training, coaching, and process improvement.
Communication Skills:
- Strong interpersonal and communication skills.
- Ability to provide objective performance feedback.
- Excellent documentation skills.
Continuous Improvement:
- Strong history of proposing ideas for new metrics and tools improvement.
Posted: April 16, 2024 (Updated about 1 month 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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