Job Description
This is a full time, permanent, non - remote position based in Costa Rica and does not offer relocation benefits. Job applicants must be located and legally authorized to work in Costa Rica in order to be eligible for consideration.
The Defect Prevention & Reconciliation (DP&R) organization develops technology that identifies, reconciles, and prevents defects across Amazon’s fulfillment supply chain. DP&R’s scope includes marketplaces worldwide with products that directly impact both Fulfillment By Amazon (FBA) selling partners and Retail vendors. The DP&R operations in Costa Rica, SJO Support Operations, works with Vendors and Carriers to reduce defects in Amazon’s supply chain, and we help them comply with Amazon’s policies and procedures. Our mission is to provide a world-class support experience for our Vendors and Carriers, while delivering a world class employee experience for our associates.
SJO Support Operations team is seeking a highly motivated manager in charge of L4 and L5 managers and their respective teams (15-20 specialist per team). This would consist of multiple teams of Support Ops Specialist who educate Vendors and Carriers to reduced supplier cause defects to improve their Efficient Receive (ER) and/or Pallet Receive (PR) rates. The team supports eight locales in total (US, CA, MX, DE, UK, FR, IT and ES).
In this role, you will own and have the unique opportunity to help define the road-maps, processes, and metrics to enable the Support Ops mission. You will work closely with program, analytics, engineering, and process improvement teams within DP&R.
You should thrive and have demonstrated success in an environment which offers ambiguously defined problems, big challenges, and quick changes. You will be expected to balance strategic thinking with detailed execution and solid cross-functional collaborative results-oriented work.
Prior applying, please consider the following information about the role:
- This is not a virtual position. If selected for this role, you will be required to work from our SJO19 building, located in the America Free Zone (AFZ), Cariari, Heredia, in a hybrid-model, attending two days to the office and three days from home.
- Our only production schedule for this role is Monday to Friday from 6:00am to 3:00pm. Night and “graveyard” shifts are not available at this time.
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.
Key job responsibilities
• Ability to understand DP&R vision and make independent decisions with sound judgment to manage their teams to attain that vision.
• Work closely with the global program owners to design and deploy business strategies.
• Analyze the key levers of the business to identify trends and proactively take action to improve efficiency and Vendors/Carriers experience. The Support Operations Manager is able to dive deep on metrics and facilitate the solutions.
• Responsible for achieving and exceeding team’s defined metrics through sustainable change or process improvement. She/he will be expected to participate in strategic planning and project road mapping activities of the team.
• Implement best-in-class processes and practices for maintaining and exceeding productivity, quality, service level agreements and defect reduction goals.
• Expected to participate in projects that involve one (or more) teams within the Organization and that address issues outside the normal areas of responsibility or expertise required by their process.
• Delivers high complexity projects on a timely manner and improve processes with significant business impacts and contributions to the operation through improvement to quality, productivity, or vendor and carrier experience.
• Work with software teams to articulate and prioritize feature needs for investigation tool sets.
• Provide leadership and administrative support to teams and manage them to minimize the impact of negative vendor and carrier experience by meeting/achieving targets, achieve process improvement, ensure road mapped project execution (and identify new ones), and focus on the people development of their team.
• Responsible for engaging people, identifying training needs within his teams and accordingly upskill.
• Responsible to represent the performance of his entire team/sub-function at various platforms worldwide. Identifies trends in team performance and recommends/ implements change to constantly raise the Performance levels in the team.
• Recruit top-quality investigators and managers. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon leaders.
• Build a structured and scalable Engagement Team from the ground up; including creation of metrics, scalable tools, creation of Standard Operations Procedures (SOP), and team structure.
A day in the life
We seek a strong, self-driven leader with demonstrated ability to proactively drive, manage and grow an operations team. The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into everyday practices. She/he should also have a strong business sense and be able to create, communicate and achieve a vision.
This person should have strong project management and people management skills. She/he should have managed in a matrix environment and managed team performance in a highly performance, metrics driven environment. The ideal candidate will have a strong commitment to employee development (including an emphasis on selection and retention), as well as an exceptional level of dedication and motivation.
This individual should also be viewed as a change manager who has the ability to build right mechanisms to support any organizational change and influence teams.
Basic Qualifications
- Bachelor’s degree
- A minimum 5 years relevant operations work
- A minimum 5 years in a people managerial position
- Experience as a manager of managers of at least 5 years.
- A minimum 2 years as a manager of Middle Managers.
- C1 English proficiency (Advanced).
Preferred Qualifications
- Experience in support operations of vendors, sellers, carriers or managing account managers is preferred, but not required.
- A track record driving change and innovation that benefits customers, sellers and vendors.
- MBA in relevant field of Operations
- Experience in driving improvement, innovating new processes and driving out waste. Kaizen, Six Sigma, Black/Green Belt and/or Lean experience a major plus.