Job Description
Support Operations team is an integral part of 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 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 Operations team is a critical operational group that reviews Sellers’ financial and inventory related questions, provides coaching to Sellers on defects, and manages the executive escalations. We believe consistency is the foundation to the world class service we provide our Sellers, and Support Operations is at the centre of ensuring consistent and fair evaluation of Seller requests.
Support Operations has a head start of 9 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.
In this role you will be a managing a team up to 15 L4 Associate Advisors or Trainers in Shanghai and Chengdu, and will own all aspects of people, process and stakeholder management. Associate Advisor and Training Team works closely with Training and ACES teams to utilize the insights and drive actions that will enable the program to achieve the accuracy goals.
We support front-line associates in maneuvering though difficult Selling Partner situations they encounter during investigations, provide constructive feedback for associate growth, and assist with Selling Partner escalated concerns. Also, provide support as and when required for deep dives, mentoring new batches and existing team, SOP improvement, and cross training. Additionally, we will responsible for projects coordination that design/improve tools or processes by testing and or develops recommendations for management.
You will be responsible for establishing robust support mechanisms, tracking performance standards, identifying and leading process improvement opportunities, and drive collaboration among Operations & Support Teams. As a Team Manager of Associate Advisor or Trainer, the manager provides leadership, administrative support, and people development to their team, to constantly meet/exceed service levels based on capacity and team delivery, meet/exceed productivity and quality targets, and execute road mapped projects with various stakeholders. In addition to being responsible for achieving and exceeding team-defined metrics through rigorous performance management, they will be expected to participate in strategic planning and project road mapping activities for the global team, and maintain the team in accordance with Amazon’s policies and procedures including effective staffing, work planning, corrective action and conflict resolution.
The candidate should possess strong written/verbal communication skills to effectively anchor discussions with leadership, ability to lead and motivate large teams, managing through ambiguous situations and a result driven focus within a production/contact center environment.
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.
The candidate would need to interact with multiple stakeholders within China 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 (Support Strategies, Business review documents, etc.).
The candidate would be responsible for creating mechanisms for employee growth and development. This would mean enabling L4 IC’s and creating strong succession plans. Will strike the right balance between effective delegation while maintain a strong connect with support associates through different communication channels (1:1 connects, Huddles, Open office hours etc..). Ability to scale on Support HC as per business needs.
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.
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 their teams to attain that vision.
Key job responsibilities
- Responsible for the overall direction and performance of up to 15 Associate Advisor or Trainer.
- 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 their associates by driving focus on Amazon's Core Values. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within their organizational units, as well as serving as a role model.
- 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.
About the team
• Support Operations team provides world-class support to Amazon supply chain with initiatives requiring complex investigation, and is a critical operational group that reviews Sellers’ financial and inventory related questions, provides coaching to Sellers on defects, and manages 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 Operations has a head start of 9 years into managing FBA operations, equipped with dedicated supporting teams like AA (Associate Advisors), QA (Quality Audit), L&D (Learning and Development), 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.
• Our supporting team with AA (Associate Advisors), QA (Quality Audit), TFR (Training Flexible Role) are the most knowledgeable frontline subject matter experts in FBA Support Operations. They are empowered to coach and develop front-line associate in maneuvering though difficult Seller situations they encounter during investigations. They provide constructive feedback for associate growth, and assist with Seller escalated concerns to ensure our Seller Partners and associates get the best experience on Amazon.
Basic Qualifications
- Language: 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 Qualifications
People 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.