- Seattle, WA
Amazon is looking for an experienced leader for Support Ops team based out of Hyderabad location. Support Ops team is an integral part of Global Customer Fulfillment (GCF) - ACES team. The GCF ACES charter is to develop innovative and scalable solutions with the engineering teams and to facilitate their integration and deployment worldwide. The team is made up of a central Project Management Office (PMO) and eight sub teams in the following work streams: Systems SME, Process SME, Core Process Engineering, Inventory Defects, Defect Prevention, Reconciliation and Reimbursements, Ops Experience, QuBIT and Support Ops. This role requires a leader with the vision necessary to take the team to the next level of operational excellence with a strong focus on innovation. If you are passionate about people and process management and are excited to take on new business challenges, this is the right role for you.
Support Ops currently caters to Fulfillment by Amazon (FBA) for NA marketplace. FBA is built around Amazon's world class capability in ordering, fulfillment, transportation and Customer service. By leveraging our current scale and supply chain, FBA provides a low cost alternative for fulfillment and enables third party Sellers to rapidly grow their business. The FBA Support Ops team is a critical operational group that reviews Sellers' financial and inventory related questions, provides coaching to Sellers on defects, and manages Jeff B and VP level executive escalations. We believe consistency is the foundation to the world class service we provide our Sellers, and Support Operations is at the center of ensuring consistent and fair evaluation of Seller requests.
Support Ops has a head start of 7 years into managing FBA operations, equipped with dedicated support teams like L&D (Learning and Development), AA (Associate Advisors), QA (Quality Audit), CP (Capacity Planning), Analytics & Tech. In 2019, the team launched its operations in Hyderabad, India and further expanded its global presence to China in 2020.
ROLE: In this role you will be a manager of managers leading a team of more than 200 employees, and will own all aspects of people and process management. You will be responsible for organizational design, establishing and tracking performance standards, developing strategies for employee engagement and identifying and leading process improvement opportunities. The candidate should possess strong written/verbal communication skills to effectively anchor discussions with senior leadership, ability to lead and motivate large teams, managing through ambiguous situations and a results driven focus. You must have demonstrated experience working with multiple functions/stakeholders across geographies and have a proven track record of delivering operational excellence within a production/contact center environment.
Operations Management: The candidate needs to be able to drive results in a production environment. Must lead their team and stakeholders towards meeting operational metrics of quality, productivity, and service levels. Will be responsible for setting the goals and vision for the function(s) operating under the candidate.
Process Improvements, Automation, and Innovation: The candidate would need to drive innovation within the team, such that operational inefficiencies can be removed and existing procedures/SOPs be enhanced. Should be able to identify and lead projects across various teams, develop new metrics and drive creation of new tools for the same.
People Leadership: The candidate would be responsible for creating mechanisms for employee growth and development. This would mean enabling next level managers and creating strong succession plans. Will strike the right balance between effective delegation while maintain strong connect with front-line associates through different communication channels (All-hands, Skip levels, Open office hours). Will have to lead large-scale volume hiring (internal/external) as per business needs in partnership with recruitment. Would be responsible for putting in place mechanisms to review organization health and talent metrics.
Stakeholder Management and Communication: The candidate would need to interact with multiple stakeholders within India and globally and at times, would be required to influence and drive consensus between teams. The candidate would also be required to write high impact, clear and concise documents (3 year plans, OP documents, business review documents, etc.).
• Relevant experience of managing large operations teams (200+) and manager of managers
• Strong communication skills, written and verbal. Experience of writing effective narratives
• Experience of Quality and Process improvement skills - Six Sigma/Defect reduction techniques/Gemba walks
• Project and resource management
• Track record of driving change and innovation
• Proven ability to understand and manage complex systems
• Strong ability to source and analyze data to drive business strategies and decisions. Should be highly data driven
• Coaching and leadership skills that bring out the best of the team
• Master's degree or MBA
• Extensive relevant operations industry experience (10 years above)
• Extensive experience as a manager of managers with consistent top performance
• Internal only - A display of strong leadership principles over the last 2 OLR cycles as Manager II
• Candidates with experience of managing large teams with multiple managers in Operations (Fraud/Risk Management, Sales, Customer Service, Back-end operations)
• Exposure of working in a matrix environment
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