Operation Manager

Operation Manager

7-8 years
Not Specified

Job Description


Job summary
Amazon.cn - Operation Manager, Seller Support - Chengdu - China
Amazon provides enterprises the opportunity to sell their goods on the Amazon platform. Worldwide, more than a million sellers use this Marketplace and thereby contribute to the success of Amazon.
Amazon is growing its Marketplace business in China aggressively. In this context, Amazon is seeking a creative, dynamic and motivated leader for its Seller Support Management Team based in Chengdu, China.
The manager of the Seller Support operation team will be directly responsible for providing high-quality inbound contact service to Amazon's seller. The jobholder will lead a team of Team leaders and Associates to build up and continuously optimize inbound contact process to provide best experience to our seller. Your broad responsibilities will include ramping up the of your team to support business, managing excellent team performance with high productivity, inventing and implementing processes to provide best seller experience, as well as analyzing business results to influence department strategy.
The ideal candidate will possess a strong experience in leading and managing support operations. He/she will have a track of record in building a high performance team and leading team to deliver on unreasonably high goals. He/she should also have a demonstrated capability to think strategically about business, product, and technical challenges, and come up with creative operational improvements ideas.
Your superior communication and organizational skills will enable you to operate in a fast-moving and sometimes ambiguous environment, where you will have the responsibility for achieving our business objectives. This role provides ample opportunity to develop original ideas, approaches, and solutions in a competitive and fast-moving environment.

Key job responsibilities
  • The Operations Manager is responsible for the co-ordination of the operations of a Seller Support contact center. This position focused on the quality and efficiency metrics used to measure the overall operational excellence. Collaborating with onsite and remote Program Managers, this role facilitates the transition of new projects, products, systems and processes from project to operational status. The Operations Manager owns site goals and objectives in line with global strategic planning and coordinates with recruitment, training and workforce management to meet the forecasted demand. Leading teams of Managers, Supervisors and Associates. The Operations Manager's goal is to deliver the perfect Seller interaction.
  • Manages a team of around 200 headcount consisting of Team Managers, Supervisors and Associates
  • Plan and optimize utilization of Amazon resources and manpower to meet company objectives and Key Performance Indicators Be fully accountable results of the Seller Support center
  • Manage the operations of inbound team environment and ensure the operation is in accordance with established procedures and practices
  • Maintain a complete and thorough understanding of inbound systems in a complex Seller Support Management center, and ensure adequate training for staff
  • Continually measure and evaluate all work processes Identify and implement change or develop new processes to provide the ability to better direct multiple queues while keeping pace with our explosive growth and changing customer offer
  • Carry out team people and performance management responsibilities, drive career development and team productivity
  • Develop and maintain relationships with key stakeholders inside and outside the team
  • Maintain open communications with business management to keep them up to date with operational situations that impact or may impact their respective areas
  • Contribute to the strategic operation, growth and budget planning for Seller Support in both China and worldwide
  • Proven experience in leadership and employee development.

  • >12months of tenure in current L5+ People Manager position (for internal candidates only)
  • Proven track record of success in operation management and people management
  • Highly organized and results oriented
  • 7-8 years experience in related industry, technical support operation would be preferred
  • Solid understanding of process improvement, ideally including Lean, Kaizen and Six Sigma
  • Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reductions
  • Strong capability to motivate and inspire large groups of people
  • Familiarity with technical systems (both in-house and external)
  • Proven exceptional level of dedication and motivation
  • Strong oral and narrative written communication skills in Mandarin and English
  • Demonstrated ability in managing reporting and analysis.

  • Global Project Management experience is preferred
  • Graduate BA (Bachelor of Art) or BS (Bachelor of Science) degree required, MBA prefer.

Job Details

Employment Types:




About Amazon

Amazon.com 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.com continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to Amazon.com to research and develop technology that improves the lives of shoppers and sellers around the world.

Job Source : www.amazon.jobs

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