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 size 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.

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

Virtual Location - 51