Site Leader

This job is with Amazon, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

Description

Amazon provides enterprises the opportunity to sell their goods on the Amazon platform. Worldwide, more than a million sellers use this Marketplace and thereby contribute to the success of Amazon.

Amazon is seeking a creative, dynamic and motivated leader for its Seller Support Team based in Manila, Philippines.

The Site leader of the Selling Partner Support will be directly responsible for providing high-quality support services to Amazon's selling Partners globally. Responsible for the operations of the Selling Partner Support team, he/she will be responsible for setting the direction for our Philippines Selling Partner Support Team. The jobholder will lead a team of Team Managers and Associates to improve the seller experience, increase productivity and maintain service levels.

Your broad responsibilities will include ramping up the size of your team to accompany the growth of our business, managing team performance to deliver on Service Level Agreements targets, inventing and implementing new processes to drive team efficiency as well as analyzing business results to influence Amazon's strategy.

The ideal candidate will possess a strong experience in leading and managing support operations. He/she will have a track record in building a strong team and driving them to deliver on stretched goals. He/she should also have a demonstrated ability to think strategically about business, product, and technical challenges, along with the ability to come up with original approaches and operational improvements.

Your superior communication, organizational and technical skills, will enable you to operate in a fast-moving and sometimes ambiguous environment, where you will have the autonomy to take full control and responsibility for achieving our business objectives. This role provides ample opportunity to develop original ideas, approaches, and solutions in a competitive and fast-moving environment.

Key job responsibilities

• Ensure Selling Partners satisfaction and that existing Service Level Agreement measures are met; Be fully accountable results of the Selling Partner support team;
• Develop and drive the overall direction, coordination, and evaluation of the Selling Partner Support activity within the site;
• Plan and optimize utilization of Amazon resources and manpower to meet company objectives and Key Performance Indicators;
• Manage the operations of the Technical Call Center environment and ensure the operation is in accordance with established procedures and practices. Continually measure and evaluate all work processes;
• Identify and implement change or develop new processes to provide the ability to better direct multiple queues while keeping pace with our explosive growth and changing customer offer;
• Carry out full people and performance management responsibilities, driving career development and team productivity;
• Maintain a complete and thorough understanding of technical systems in a complex Seller Support center, and ensure adequate training for staff;
• Maintain open communications with business management to keep them appraised of operational situations that impact or may impact their respective areas.
• Develop and maintain relationships with key stakeholders inside and outside the Technical Call Center.
• Contribute to the strategic growth planning for Seller Support worldwide.
• Proven experience in leadership and employee development
• Tirelessly advocate for improvements to systems and processes that will benefit Associates and/or Sellers.
• Closely work with global team in h/c, plan, performance, operation, projects, etc.
  
  

Basic Qualifications

• Highly organized and results oriented.
• Solid understanding of process improvement, ideally including Lean, Kaizen and Six Sigma
• Familiarity with technical systems (both in house and external)
• Proven exceptional level of dedication and motivation
• Strong oral and written communication skills in English.
• Excellent attention to detail with an analytical approach
• Data-driven and results focused
• At least 12 years management experience and 5 year's manager's manager.
• Can travel international
  
  

Preferred Qualifications

• High standard of education or compensating work experience.
• MBA or other professional qualification would be advantageous.
  
  

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.