Amazon.com Services LLC
- As this is a virtual role, you must be located in an approved virtual state: AZ, FL, GA, MI, MN, NC, ND, OH, PA, TX, VA or WA
- Previous experience managing a large-scale operation with a minimum of 3 years managing frontline Supervisors or 4 years managing individual contributors in a customer service environment, experience within a contact center preferred.
- Demonstrates high degree of ability to analyze data, using the data to drive decision-making and implement effective resolutions.
- Previous experience implementing change management, successfully transitioning programs into large-scale operations.
- Gather the right data from appropriate sources, probe/consider all of the facts, review competing perspectives in order to solve complex problems and make decisions; conduct root cause analysis; consider to long term plans and goals; prioritize key factors; act decisively, promptly.
Job summary
The Seller Support team acts as the primary interface between Amazon and sellers. We obsess over providing world-class support, technical assistance and account management services to our global partners. We strive to predict the Seller’s needs, create innovative self-help tools, and provide solutions to help our partners better serve their customers and grow their businesses.
The role of a Seller Support Manager is to create high performing teams that will deliver operational excellence to our Sellers. The ideal candidate will effectively manage large-scale teams within a complex business-to-business environment. As a Manager of people mangers, the role will provide behavioral coaching, guidance, and mentorship to Supervisors while driving achievement of performance goals. Reporting to the site Operations Manager, this role is responsible for efficient management and execution of daily operations and ensures that teams are prepared to provide the perfect Seller interaction. Seller Support Manager is a critical role in our front-line org structure, collaborating with support teams to deliver key responsibilities including hiring, training and ownership of employee engagement through effective communication, recognition, and lead-by-example behaviors.
The Seller Support team acts as the primary interface between Amazon and sellers. We obsess over providing world-class support, technical assistance and account management services to our global partners. We strive to predict the Seller’s needs, create innovative self-help tools, and provide solutions to help our partners better serve their customers and grow their businesses.
The role of a Seller Support Manager is to create high performing teams that will deliver operational excellence to our Sellers. The ideal candidate will effectively manage large-scale teams within a complex business-to-business environment. As a Manager of people mangers, the role will provide behavioral coaching, guidance, and mentorship to Supervisors while driving achievement of performance goals. Reporting to the site Operations Manager, this role is responsible for efficient management and execution of daily operations and ensures that teams are prepared to provide the perfect Seller interaction. Seller Support Manager is a critical role in our front-line org structure, collaborating with support teams to deliver key responsibilities including hiring, training and ownership of employee engagement through effective communication, recognition, and lead-by-example behaviors.
Key responsibilities include:
- Manage performance and behavior of 3-4 front line Supervisors through effective 1:1 meetings, coaching, and mentorship.
- Monitors and evaluates Supervisor and Associate performance vs pre-set goals, implementing action plans to resolve performance barriers as needed.
- Regularly review and analyze key metrics across the site to identify root causes and formulate solutions to improve performance
- Create plans to address significant barriers and issues like volume changes, type of contact, unusual spike of Seller contacts, etc.; accountable to drive implementation of proposed solutions through Team Supervisors to deliver results.
- Oversee effective implementation of short-term staffing plan and scheduling adherence in partnership with Workforce Management.
- Responsible for site management in lean staffing periods (e.g. weekend coverage) and resource to overtime requirements.
- Coach and develop Associates and Supervisors on career paths for internal promotions and job enrichment opportunities.
- Ensure Team Supervisors have a clear understanding of the performance bar and criteria used to differentiate performance
- Inspect Supervisor Seller interaction audits for quality and review Associate contacts to keep in touch with Seller and Associate experience.
- Actively participates and represents team members in the annual performance review cycle. Ensures Team Supervisors and Associates are compensated consistently with overall performance reviews, and administers annual compensation planning, consistent with guidelines.
- Create team culture that aligns with Leadership Principles; clearly aligns department decisions to Leadership Principles and tenets.
The successful candidate will have a commitment to Employee and Seller experience, a strong record of customer focus, an interest in process improvement, and the ability to lead and influence large teams. High energy, with passion for people leadership this role will drive a culture of innovation reinforcing the value of the Amazon leadership principles. The ideal candidate excels at providing coaching and mentoring to others with a goal of achieving success.
- Bachelor’s degree in management and or business preferred
- Ability to communicate effectively to a wide range of constituencies in a diverse environment.
- Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders.
- Experience within a contact center preferred
- Demonstrates ability to analyze data, using the data to drive decision making.
- Fosters a positive team environment and collaboration within the site.
- Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
- Demonstrates effective, clear and professional written and oral communication.
- Proven ability to make and implement decisions.
- Proven ability to build relationships quickly.
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
