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Description

Job summary

Selling Partner Support (SPS) is the organization within Amazon Merchant business unit that provides world-class support to millions of Amazon Selling Partners (SPs) in 20 different platforms. SPs are our customers and we help eliminate problems associated with selling their products on Amazon. SPS acts as the primary interface between Amazon and SPs, will be responsible for providing world class timely and accurate operational support to Merchants selling on the Amazon platforms, address chronic system issues, provide process improvements, develop internal procedures and features to improve external and internal customer experience consistently.

CN PSS (Premium Selling partner Support) is under Selling Partner Experience function of Selling Partner Support (SPS) organization, launched in May 2017, serves Premium SPs, provides comprehensive, all-around issue resolution on complex contacts, also as pioneer on value-added proactive support with account-level approach, also contribute to SPS mission of “strive to make Amazon the best place for Selling Partners”.

This position, leads teams of PSS Managers, workforce, Advisor and individual contributors, owns relevant goals and objectives in line with global or business team strategic planning, is responsible for team’s overall operational excellence on quality, efficiency, project and employee experience etc. metrics, build collaborating model or mechanism with local and global partners within or out of SPS for final delivery, initiate or facilitate the transition of new projects, products, systems and processes from project to operational status.

Key job responsibilities

• Manages a team consisting of Team Managers, Workforce, Advisor and individual contributors

• Plan and optimize utilization of Amazon resources and manpower to meet company objectives and Key Performance Indicators

• Carry out people management responsibility, includes hiring, maintenance, developing etc.

• Take responsibility of team performance management, create and align success criteria with key stakeholders, also be responsible for delivery

• Manage the team environment and ensure accordance with established procedures and practices

• Plan and optimize utilization of Amazon resources to meet objectives and key performance indicators

• Develop and maintain relationships with stakeholders inside and outside the team

• Influence and collaborate with cross region, cross country and cross functional partners to work within ambiguity scenarios and drive opportunities realization

• Facilitate programmatic transition to operational “go live” status, develop a working project plan for each new launch to track milestones, deliverables and deadlines

• Contribute to the strategic operation, growth and budget planning

• Contribute to new program training and development initiatives

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

Beijing, 11, CHN | Chengdu, 51, CHN

Basic Qualifications

• 8+ years of operations management in a contact centre environment experience

• Experience using data and metrics to drive improvements

• Experience owning/driving roadmap strategy and definition

• Demonstrated ability to anticipate and manage change in a highly dynamic, fast paced environment

• Demonstrated ability to work in ambiguous situations and across organizational and geographies

• Proven ability to build relationships quickly

• Demonstrated capability to successfully coordinate projects across functional teams both locally and internationally

• Strong presentation skills and the ability to motivate and inspire large groups of people

• Demonstrated time-management skills and ability to manage multiple projects - work prioritization, planning and task delegation with tight deadlines

• Proven track record of working independently and autonomously in driving projects to completion

Preferred Qualifications

• Knowledge of process improvement, ideally including Lean, Kaizen and Six Sigma