Manages a team of managers and overseeing a team size of ~ 200 employees.
Analyzes the key levers of the business to identify claim and bad debt trends and proactively take action to eliminate root cause seller/buyer performance defect and maintain trust in transaction on Amazon platforms.
Leverages Amazon industry-leading infrastructure, and develop new points of control to block fraud with minimal disruption of good selling activity.
Accountable for independent discretion based decisions, involving trade-offs with significant bottom-line impact.
Sets goals and is responsible for improvements in specific metrics for fraud prevention, user experience, and increased perception of safety and trust for the Amazon.
Accountable for Managing Business level escalations - with Customer interaction and reporting to Senior level Leadership in Amazon.
Basic Operations: The candidate needs to be able to drive results as in a production environment. Will be answerable to teams across sites and must lead his team and stakeholders towards meeting the operational metrics of quality, productivity and service levels along with key business goals.
Will be responsible for setting the goals and vision for the function(s) operating under the candidate. Should be able to head projects with various stakeholders that influence not only his team but the larger POE group as well.
Accountable for driving the Product Quality Ops strategy across Amazon at different forums.
People management: The Operations Manager would be responsible in creating mechanisms for employee growth and development throughout the organization. This would mean enabling the next level managers in creating succession plans and talent development. Will be an integral part of hiring people for the team, and other global functions within Amazon.
Will represent the team, including all managers in the appraisal process within Amazon. Will manage the organization structure for his entire team, so that it can deliver as per scale and future growth.
Process Improvements: As an Operations Manager, the candidate would need to drive innovation within the team, such that operational inefficiencies to be removed and existing procedures/SOPs to be enhanced. Should be able to identify and lead projects across various teams, develop new metrics and drive creation of new tools for the same.
Networking: As an Operations Manager, there would be multiple internal and external stakeholders to interact with. The incumbent will have to drive common goals across various teams and set up effective communication across those teams. This result in organizational goal of POE Operations be driven through those teams as well.
Responsibilities include:
· Manage a team of managers and an overall operations team of between 200 and 250 employees.
· Ensure high quality and high volume productivity within the jobholder’s organizational units.
· Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, as well as serving as a role model.
· Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders including application of succession planning at all levels across all teams.
· Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality.
· Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities.
· Analyze the key levers of the business to identify bad debt trends and proactively take action to eliminate root cause defects.
· The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.
· Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.
A day in the life
About the hiring group
Job responsibilities
- 10+ years of operational and/or retail management experience
- 6+ years of team management experience
- Experience using data to influence business decisions
- Experience across the domain of risk management & fraud- 3+ years of managing medium to large size cross functional teams experience
- Knowledge of and proficiency in Excel and SQL
- Experience with Lean or Six Sigma analytical techniques
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