Support Ops Manager II FBA Support Operations

Support Ops currently caters to Fulfillment by Amazon (FBA) for NA marketplace. FBA is built around Amazons world class capability in ordering fulfillment transportation and Customer service. By leveraging our current scale and supply chain FBA provides a low cost alternative for fulfillment and enables third party Sellers to rapidly grow their business. The FBA Support Ops team is a critical operational group that reviews Sellers financial and inventory related questions provides coaching to Sellers on defects and manages Jeff B and VP level executive escalations. We believe consistency is the foundation to the world class service we provide our Sellers and Support Operations is at the center of ensuring consistent and fair evaluation of Seller requests.

Support Ops has a head start of 7 years into managing FBA operations equipped with dedicated support teams like AA (Associate Advisors) QA (Quality Audit) L&D (Learning and Development) CP (Capacity Planning) Analytics & Tech. In 2019 the team launched its operations in Hyderabad India and further expanded its global presence to China in 2020. This role requires a leader to manage the front line managers and their respective teams. If you are passionate about people process and stakeholder management and are excited to take on new business challenges this is the right role for you.
ROLE: The Support Operations Manager is in charge of managing multiple entry level managers and their respective teams 1520 Investigators per team). This would consist of multiple teams of Investigation specialists 7580 headcount) who investigate seller inventory on Amazon platforms for reported misses units and take appropriate actions at an shipment level based on processes tools and highjudgment decisions. You will be responsible for tracking performance standards identifying and leading process improvement opportunities and drive collaboration among Operations & Support Teams. The candidate should possess written/verbal communication skills to effectively anchor discussions with leadership ability to lead and motivate large teams managing through ambiguous situations and a result driven focus within a production/contact center environment.

Operations: The candidate needs to be able to drive results in a production environment. Must lead their team and stakeholders towards meeting operational metrics of quality productivity and service levels. Will be responsible for setting the goals and vision for the function(s) operating under the candidate.

Stakeholder Management and Communication: The candidate would need to interact with multiple stakeholders within India and globally and at times would be required to influence and drive consensus between teams. The candidate would also be required to write high impact clear and concise documents (Support Strategies Business review documents etc..

People Leadership: The candidate would be responsible for creating mechanisms for employee growth and development. This would mean enabling People Managers and creating succession plans. Will strike the right balance between effective delegation while maintain a connect with the team through different communication channels 1:1 connects Huddles Open office hours etc..

Process Improvements Automation and Innovation: The candidate would need to drive innovation within the team such that operational inefficiencies can be removed and existing procedures/SOPs 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.

We value individual expression respect different opinions and work together to create a culture where each of us is able to contribute fully. Our unique backgrounds and perspectives strengthen our ability to achieve Amazons mission of being Earths most customercentric company.

5 years of team management experience
8 years of operational and/or retail management experience
Experience using data to influence business decisions
Experience as a manager of managers
Experience across the domain of risk management & compliance operations
A bachelors degree or equivalent is a must.

Knowledge of Microsoft Office products and applications (esp. MS Excel Word) at an advanced level
Experience in operational excellence using six sigma methodologies

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