Team Manager- Selling Partner Support
5 giorni fa
5+ years of experience managing a team of production executives - Experience using data and metrics to measure impact and determine improvements - Experience using Microsoft Excel to manipulate and analyze data - Graduate in any discipline - 8-10+ years’ work experience with 5-7 years of People Management experience required - 24/7/365 availability, including willingness to work on weekends, and outside of the "standard" work day - Applicant need to be in People Management role - Advanced computer skills using a variety of programs highly desired Job summary In this role you will report to the Selling Partner Support Operations Manager, and will be responsible for ensuring that standards for productivity and quality assurance are met by your team. The span of a Manager ranges from 60 - 80 associates / 3 - 4 Team Supervisors Key responsibilities of this role include: - Set the vision, direction, and culture of the team - Coaching is an important part of Amazon Culture and hence, you should be able to gauge and improve the coaching skills of your supervisors through regular coaching triads - Ensure closure and effectiveness of individual coaching feedback sessions, and weekly one-on-ones that focus on customer experience and operational excellence - Customer Experience is most important in Amazon and hence, you should have strong focus on Quality and be able to develop the same in your team - Serve as a leader and point of contact for escalated contact resolution of a supervisory nature or complex problems - You should be willing to dive deep into the root causes of issues / metrics performance and be able to come up with a logical solution / action plan to address the issues - Manage and drive staffing plans, schedules, support quality and process change initiatives, projects and other Change/ Kaizen initiatives as required. - Active participation in building Seller Support team & raising the bar in hiring process - People management i.e. appraisal, training and mentoring talent to grow within organization & control attrition - Ensures employees growth & development, set priority, drive motivation & engagement for employees - Monitoring real time service levels and schedule adherence, and holding the team accountable responsible for meeting and exceeding performance targets for the team - Identify the training needs and work with site trainer for people development - Manage workflow, handle escalations, proactively engage resources to address issues and effectively delegate workload across the leadership team - Solve complex seller support issues and proactively heading off negative service trends - Actively contribute and lead site-wide, country-wide and even network-wide projects to create an enhanced experience for the sellers and associates.
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