Amazon Services offers services to sellers in multiple countries to sell on Amazon websites globally and grow multi-channel commerce. See
www.amazonservices.com for details of products and services. We are looking for a talented Business Ops Manager for our Voice of Seller and Customer experience program. The Business OPs manager will define strategies to enhance current VoS mechanism for Indian sellers, be the main POC to account management teams, global stakeholders from multiple teams and improve high-impact seller-facing processes. The PM will also have a hands-on approach in driving improvements in seller experience, reducing friction and raising the bar in processes across seller life-cycle. S/he will also establish the Customer experience program to reduce customer defects. This role requires a strong business component, with ownership of metrics, maintaining a consistent relation with stakeholder teams, and being the main POC for both Voice of Seller and Customer experience.
The ideal candidate will have strong experience in diving deep into issues and data to identify insights and opportunities to accelerate business growth. You will 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. The Business Ops Manager must work well cross-functionally and will often present to senior leadership reports on progress and improvements.
We are looking for a self-starter who is comfortable with ambiguity, demonstrates strong attention to detail, and has the ability to work in a fast-paced and ever-changing environment. The successful candidate has excellent communication and stakeholder engagement skills, business acumen, and an entrepreneurial spirit.
Key job responsibilities
Key job responsibilities
• Create and enhance existing mechanisms that capture the Voice of Seller across a broad range product and programs.
• Increase overall seller and customer satisfaction by identifying opportunities across Amazon.
• Enhance the Voice of Seller and create a strategy that supports the vision.
• Create a framework to track and improve CX metrics by engaging with Account management teams and policy owners.
• Tirelessly advocate for improvements to systems and processes that will benefit sellers.
• Own and execute end-to-end analyses, including scoping, design, data collection, data analysis, creation of recommendations, and presentation of results to senior leadership.
• Build scalable and nimble seller insights dashboards, tools, and processes.
• Dive deep on Voice of Seller and seller issues, identify rootcause, solve issue through short term and long term fixes and present to senior leadership.
- High degree of ownership, Bias for action, Deep dive, excellent attention to detail and relentless commitment to follow-through
- Ability to communicate clearly, succinctly and effectively with different stakeholders through written, oral communication and presentation skills
- Proven ability to influence others, strong analytical skills and must be metrics-driven
- Prior experience in project or program management
- Bachelor’s degree required, MBA is preferred with 3-7 years of relevant work experience
- Experience using reporting and analysis tools such as Excel, Tableau, QuickSight
- Ability to multi-task and handle various projects simultaneously to drive timely results
- Strong relationships building skills; experience managing stakeholders and partners to drive cross functional programs
- Prior experience influencing C-level executives
- Understanding of databases, coding algorithms/logic and SQL
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