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  • Posted: May 23, 2017
    Deadline: Not specified
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    Amazon 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 continues to grow and evolve as a world-class e-commerce platform.


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    Site Lead, Seller Support

    Job Description

    Amazon 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 continues to grow and evolve as a world-class e-commerce platform. To expand the selection of products available to customers Amazon engages with sellers who offer their catalogue of products on Amazons’ global ecommerce platforms. 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.

    Seller Support at Amazon provides candidates with an opportunity to join a diverse, multicultural team with direct partnerships across extensive worldwide locations. Amazon and Seller Support pride ourselves on growing talent and leadership from within, offering multiple career paths in areas such as people management, program management, technical support, HR, training and development and workforce planning. Roles within Seller Support at Amazon offer candidates the opportunity to grow and develop skills such as mentorship, coaching, negotiation, process improvement, account management, data analysis, presentation and communication all while contributing to our vision of creating and sustaining a culture of approachable excellence that delivers a remarkable and reproducible Seller experience.

    The Seller Support Site Lead is accountable for the overall vision, direction and purpose of a Seller Support contact centre. Creating a culture of high performance teams, resulting in a Seller obsessed culture, leading to the consistent delivery of the perfect seller interaction. Operating as a member of the global leadership team, the site lead contributes to strategic planning, goal setting and change management for the Seller Support organisation. With the operations manager and site portfolio manager roles as direct reports this role enables the achievement of service levels, performance goals and successful program implementation. The site lead is responsible for the performance management, goal setting and career development of their line reports to ensure effective succession planning is in place.

    The successful candidate will be a recognized role model for their leadership and decision making abilities. A strong record of employee and customer advocacy, people development and high judgment are critical for this role.

    Summary Of Responsibilities

    • Develop and drive the overall direction, coordination, and evaluation of Seller Support activity
    • Collaborate with internal partners to build input-focused operating plans for achievement of key measures
    • Create a culture where accountability, transparency and collaboration are the norm and where rapid deep dives into root causes of defects is a standard operating practice
    • Tirelessly advocate for improvements to systems and processes that will benefit Associates and/or Sellers
    • Implement bar-raising programs aimed at hiring and developing top talent and build career development roadmap for site leadership
    • Inspire front line teams to go beyond the standard “call of duty” to find creative solutions for our Sellers issues; encourage risk-taking and advocacy on behalf of Sellers
    • Create closed-loop feedback processes where Associates are encouraged to be active participants in identifying opportunities for improvements to Seller Experience, workplace conditions, and internal tools.
    • Work with finance team to develop and manage to annual expense budget
    • Build collaborative relationships with leaders in other departments
    • Responsible for creating a coaching culture throughout the site where formal and informal coaching opportunities are availed of
    • Foster a work environment that respects and is responsive to the needs of a diverse staff
    • Achieve site-wide improvements in quality metrics including first-contact resolution, re-open rates, total time to resolution, and customer satisfaction.
    • Improve site efficiency to enable achievement of cost objectives.
    • Implement development programs for leadership and improve the rate of internal advancement within the contact centre.
    • Build partnerships with internal and external teams to collaborate and drive measurable improvements in areas that cause Seller pain and associate frustration.
    • Improve the experience of the associates as measured by improvements in attrition and associate engagement surveys.

    Education, Experience And Skills

    Basic Qualifications

    • Education – degree qualification in a business or management field desirable
    • A minimum of 8 years of people management and operations leadership experience, to include four years in a senior management role in a fast paced, customer obsessed technical/Customer Service environment
    • Demonstrated sincere passion and obsession for customers while maintaining a lean, highly productive operation
    • Previous experience of creating and contributing to strategic planning processes
    • Proven ability to own and manage cost centre / P&L budget
    • Proven track record of leading large teams to high levels of performance
    • Proven record of developing future leaders and creating tailored succession plans
    • Demonstrated ability to build a culture of empowerment, accountability and continuous improvement
    • Experience as a project owner / sponsor for strategic step change initiatives and enabling innovative thinking in project teams
    • Advanced knowledge of Excel, strong presentation skills, and the ability to motivate and inspire large groups of people are a must
    • Excellent verbal and written communication skills across all organizational levels
    • Proven ability to make and implement decisions
    • Proven ability to build relationships quickly
    • Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently

    Preferred Qualifications

    Ideal Candidate Profile

    Strong business acumen with exceptional organizational, people and process management. The ideal candidate actively seeks to understand Amazon core business values and initiatives, and translate those into forward looking strategic initiatives. They will be comfortable in a fast-paced, multi-tasked, high-energy environment and will display creative and analytical problem solving skills with an unrelenting passion for excellent service to our Sellers. This person will possess a proven track record of leading large teams to high levels of performance and developing future leaders. The ability to prioritize multiple deliverables to meet customer and business need is critical for this role. The ideal candidate will have a balance of people and program management experience with a passion for the customer and demonstrated ability to sound business judgment to make the right decisions quickly and achieve results.

    Method of Application

    Interested and qualified? Go to Amazon on en-amazon.icims.com to apply

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