Operations Manager, 3P Strategic Account Services

Job Profile: Catalog Manager II
About Amazon.com:
Amazon.com strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - Amazon.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.
About the Role:
The Retail Business Systems (RBS) group is an integral part of Amazon online product lifecycle and buying operations. The team is designed to ensure Amazon remains competitive in the online retail space with the best price, wide selection and comprehensive product information. The team’s primary role is to create and enhance retail selection on the worldwide Amazon online catalog. The tasks handled by this group have a direct impact on customer buying decisions and online user experience. Amazon procures products, for sale on its website, from millions of Selling partners worldwide. Behind the scenes there is constant effort to maintain relationship with the Selling and involves specific set of activities across selection, availability, conversion, traffic and business advice.
In the Strategic Account Services team (SAS) of the RBS, you will have the exciting opportunity to help shape and deliver on a strategy to support a premium service offerings for Amazon Tier 1 to Tier 2 SAS 3P Sellers. You will be responsible for an Operations team supporting operational aspects of managing the customer relationships with our sellers and Brand Owners. As an Operations Manager for the RBS Strategic Account Services Team, you will lead and grow a team focused on key tasks for US marketplace Tier1-Tier2 Sellers.
Your team will be involved in liaising with Marketplace Consultant(MC), Products, Amazon internal teams to provide oversight, integrating with Sellers on strategic and operational aspects of their business with Amazon, root causing issues and opportunities affecting the their business. Duties may include, taking part in planning, organizing and directing the work of subordinates or others, outline procedures and instructions on work received, make time estimates on new jobs received, check accuracy / quality of work done by your team, ensuring records are maintained accurately, ensuring utilization of team is high and mentoring and training new team members.
Responsibilities Include
· Lead a team of L4 Catalog Managers and L2/L3 Catalog Associates
· Set-up strategic and focused programs and launch initiatives to impact the Seller experience and considerably improve the Seller satisfaction scores for our Tier1- Tier 2 Sellers
- Manage the team of Catalog Managers, Subject Matter Experts, Senior Catalog Associates, Associates to perform deep dive analysis on handled issues for the Sellers and publish recommendations and action plans based on data to improve Seller experience
· Leading the team who in turn will be managing/executing the Seller related operational activities by championing the Seller’s needs at Amazon
· Build communication channels at all levels, set proper expectations, provide clear status communications, and manage towards a growth plan for the and Amazon business
· Provide leadership around planning, roadmaps and execution
· Work with various internal teams (e.g. Amazon Selection and Catalog Systems, ARTS, WRAP) to help drive tools and process improvements that affect Seller management workflows and Catalog Quality
· Participate in business/stakeholder reviews; drive Seller scorecard excellence
· Mentor and guide Quality lead / Process Expert to manage quality, improve process efficiency and minimize variation, conceptualize, design and deliver trainings to the team
· Operate in a fast-moving and sometimes ambiguous environment with full control and responsibility of achieving business objectives
. Partner with onshore Program, Product stakeholders in driving key business initiatives improving GMS, Seller Satisfaction.
Key Performance Areas:
· Manage the team of 2-3 Catalog Managers and Subject Matter Experts as direct reports, Senior Associates, Associates and ensure high service delivery and execution
. Ownership of Operations KPIs like SLA, MC Satisfaction, TTR etc. and Business impact goals of GMS uplift, MC time savings and Seller experience
· People Management (leadership role, team management, floor control and retention)
· Drive Process improvements through Kaizens, scalable automation solutions and partnering with internal teams to on board solutions at program level
· Formulate, Implement, Track career path & Individual Development Plans of each member in the Team
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Key job responsibilities
Responsibilities Include
· Lead a team of L4 Catalog Managers and L2/L3 Catalog Associates
· Set-up strategic and focused programs and launch initiatives to impact the Seller experience and considerably improve the Seller satisfaction scores for our Tier1- Tier 2 Sellers
- Manage the team of Catalog Managers, Subject Matter Experts, Senior Catalog Associates, Associates to perform deep dive analysis on handled issues for the Sellers and publish recommendations and action plans based on data to improve Seller experience
· Leading the team who in turn will be managing/executing the Seller related operational activities by championing the Seller’s needs at Amazon
· Build communication channels at all levels, set proper expectations, provide clear status communications, and manage towards a growth plan for the and Amazon business
· Provide leadership around planning, roadmaps and execution
· Work with various internal teams (e.g. Amazon Selection and Catalog Systems, ARTS, WRAP) to help drive tools and process improvements that affect Seller management workflows and Catalog Quality
· Participate in business/stakeholder reviews; drive Seller scorecard excellence
· Mentor and guide Quality lead / Process Expert to manage quality, improve process efficiency and minimize variation, conceptualize, design and deliver trainings to the team
· Operate in a fast-moving and sometimes ambiguous environment with full control and responsibility of achieving business objectives
. Partner with onshore Program, Product stakeholders in driving key business initiatives improving GMS, Seller Satisfaction.
About the team
Our vision is to solve major seller pain points and help them maximize their growth, while reducing the cost of the program. We aim to maximize the program success by extending the program reach to improve the experience of more sellers, while driving down costs. In RBS, we support 10+ Marketplaces across multiple nodes driving efficiency improvement, enhancing Seller experience and helping our Sellers grow their business in Amazon.
We are open to hiring candidates to work out of one of the following locations:
Bangalore, KA, IND

BASIC QUALIFICATIONS

- 5+ years of program or project management experience
- 5+ years of team management experience
- Experience leading process improvements
- Experience with data analysis and business case development, and managing programs from concept to implementation

PREFERRED QUALIFICATIONS

- Knowledge of data mining using SQL
- Experience in translating business needs into detailed feature requirements
- Experience in e-commerce/Hi-tech/Retail industry or management consulting with focus on one of these industries

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