Description

Overview: Seller Support at AMAZON

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.

Position Description: Seller Support Manager

The role of a SPS ATA Team Manager is to create high performing teams that will deliver operational excellence to our Sellers. The role will be required to effectively manage large scale teams within a complex business to business environment. As a Manager of people mangers the role will provide behavioural coaching, guidance, and mentorship to supervisors; driving achievement of performance goals. Reporting to the Operation Excellence Manager this role is responsible for efficient management and execution of daily ATA operations and ensures that teams are primed to provide the perfect seller interaction. SPS ATA Team Manager is a critical role in function team, collaborating with stakeholders to deliver key responsibilities including hiring, training and ownership of employee engagement through effective communication, recognition and lead by example behaviors.

Key job responsibilities

· Manages performance on Andon Cord (AC) handling, monitor adherence, review and analyze Advisor AC productivity, AC rate, response time etc.

· Implements performance goals, monitors and evaluates against pre-set goals implementing action plans to resolve performance barriers as needed.

· Regularly review and analyse key metrics to identify root causes and formulate solutions to improve performance, create mechanism. e. g. AC Reduction Program, Advisor Productivity Improvement Mechanism etc.

· Create short term and long term plan to address significant changes, team operation management, initiative and process improvement, make team positioning, work scope and priority, accountable to drive implementation of proposed solutions through Advisor to deliver results.

· Create cross team cooperation mechanism with local internal team and global team, to do plan, cooperate, fix problem, find solution, share resource, improve process etc., to resolve Seller’s issues and questions.

· Oversee effective implementation of short term staffing plan and scheduling adherence in partnership with workflow.

· Coach and develop Advisors. (e.g. 1:1, performance, career path, Leadership principle, initiative, moving barriers on project etc. )

· Nurture a culture within the team that consistently demonstrates alignment with leadership principles; visibly ties department decisions to leadership principles and tenets.

· Interview and ramp up new advisor.

We are open to hiring candidates to work out of one of the following locations:

Beijing, 11, CHN

Basic Qualifications

• Ideal Candidate Profile The successful candidate will have a commitment to employee and Sellers experience, a strong record of customer focus, a keen interest in process improvement and the ability to lead and influence large teams. High energy, with passion for people leadership this role will drive a culture of innovation reinforcing the value of the Amazon leadership principles. The ideal candidate excels at providing coaching and mentoring to others with a goal of achieving success. Education, Experience and Skills · Education: Bachelor Degree in management and or business preferred. · Language: English / Chinese · Previous experience managing a large-scale operation with a minimum of 3 years managing frontline supervisors or 5 years managing individual contributors in a customer service environment, experience within a contact center preferred. · Strong interpersonal and communication skills with the ability to communicate effectively to a wide range of constituencies in a diverse environment. · Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders. · Demonstrates high degree of ability to analyze data, using the data to drive decision making and Implement effective resolutions. · Previous experience implementing change management successfully transitioning programs into large scale operations. · 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 · Fosters a positive team environment and collaboration within the site. · Easily approachable, cooperative, and a team player, easily gains the trust and support of associates, supervisors and peers. · Demonstrates effective, clear and professional written and oral communication. · Strong prioritization, time management skills and ability to delegate effectively. · Ability to embrace constant change with flexibility and good grace. · Demonstrate appropriate sense of urgency and adaptability in response to changing business needs.

Preferred Qualifications

• 3 years or more experience in customer service related industry and worked as a supervisor/team lead/manager role

• Understanding of Internet navigation, Amazon, and competitor websites