Global Store Operations Lead
3 weeks ago
As a key member of the Amazon Global Store team, you will play a vital role in shaping the shopping experience for customers around the world.
The Amazon Global Store enables cross-border customers to purchase products and receive shipments from global (WW) Amazon Marketplace, providing a hassle-free, localized experience. Our mission is to deliver an exceptional one-stop shopping experience to international customers, offering:
- A world-class shopping experience in their local language, payments, and currencies.
- Advanced solutions that cater to customers across the globe, driving customer satisfaction and loyalty.
You will lead a growing team of Support Engineers, responsible for maintaining software services by handling production issues, managing security & availability risks, automating processes, and driving operational excellence across the organization.
Key responsibilities include direct management of 10+ Support Engineers, ensuring high service availability, driving process and service improvements, building innovation within the team, translating this into a roadmap, and delivering Operational & Engineering Excellence Tools.
To succeed in this role, you will need:
- A BS in Computer Science/Engineering or equivalent industry experience.
- 10+ years of development/technical support experience, with 2+ years as an individual contributor or manager.
- 3+ years of team management experience.
- Excellent verbal and written communication skills.
- Strong debugging/troubleshooting skills.
- An ability to solve complex problems independently.
- A strong understanding of support processes, including SLA, ticket handling, monitoring, processes, and metrics.
- Proven ability to write scripts and automation.
- Understanding of the complete deployment life cycle from design, build, test, and deploy.
This role requires a focus on metrics-driven operational excellence, the ability to hire and develop great people, handle multiple competing priorities in a fast-paced environment, technical aptitude to quickly grasp complex technical issues, and communicate directly with technical teams.
We estimate the annual salary for this role to be $165,000-$220,000, depending on location and experience.
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