Support Ops Manager I, FBA Support Operations

WW Selling Partner Services (SPS) is focused on making Amazon the safest and most trusted company on earth for customers brands and selling partners and the best place to build a successful business. Within SPS Fulfillment by Amazon (FBA) is a service selling partners engage to make their items available to customers around the world who take advantage of Amazon Prime. FBA Support Operations is a critical bridge between Amazons product technology and fulfillment network teams and our selling partners. We currently serve the US CA EU JP AU MX and BR marketplaces but our vision is to build a global team that follows the sun. Our work spans over 70 workstreams from individualized coaching of selling partners to resolving cases when something goes wrong in the inbound shipping and fulfillment processes to identifying and correcting defects in selling partner shipments that can add cost and risk safety and customer experience.

We are looking for a results-oriented customer-obsessed data-driven leader who is passionate about innovating and optimizing across people processes and technology to be a world-class support organization. The ideal candidate is an influential leader with a proven track record inspiring their team to deliver big results. They are able to continuously improve the operational efficiency of their team through good prioritization and communication skills as well as the ability to navigate ambiguity. They have the capability and passion to foster a culture of innovation inspiring their team to identify process and technology improvements that complement operational excellence to deliver increasingly better outcomes. They will index high on people development and they believe at their core that leaders operate at all levels of an organization


Key job responsibilities
Set the vision direction and culture of the team by managing individual and team performance expectations and goals.
Provide individual coaching feedback sessions and frequent one-on-ones that focus on performance attendance adherence and career development.
Serve as a leader and point of contact for escalated contact resolution of a supervisory or sensitive nature.
Partner and communicate with stakeholders to ensure consistent employee experience.
Lead team meetings focused on team performance policy and site updates and team-building activities.
Create and update weekly and monthly productivity reports displaying team performance against expectations. Speak to team on performance and ongoing coaching methods in weekly performance review meetings.
Initiate and drive process improvements.
Note: This is not a remote or hybrid role. candidate should be open to work from office all 5 days.


- 4 years of operational and/or retail management experience
- 2 years of team management experience
- Knowledge of Microsoft Office products and applications (esp. MS Excel Word) at an advanced level
- Experience with operations risk fraud investigations etc.

- Experience in six sigma defect reduction techniques
- Experience with six sigma tools and Lean techniques

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