Amazon Global Logistics in China is a team of highly experienced logistics professionals actively participating in Amazon's international expansion goals. Our team is responsible for providing FBA Sellers a one-stop shop for international transportation service, providing end-to-end supply chain solutions for our Customers. We are seeking a highly motivated leader with strong Logistics, Operations and Service background to join us as the leader for seller service experiences.

Key job responsibilities
1. Act as a role model to develop and manage the projects of strong deliverables for seller shipment issues escalated from front-end team.
2. Dive deep into to the seller escalations and identify service and process opportunities to drive the process improvement.
3. Collaborate with Destination partner teams to focus on escalation dive deep, resolution and improvement of the whole escalation journey and drive the issue resolution.
4. Initiate the process change, draft and reflect the change process in SOP management with Sales, Ops and destination partners.
5. Deal with ambiguity and complexities, manage operational issues by developing, tracking and analyzing key escalation performance.
6. Engage with key stakeholders to escalate and call out the pain points to drive the initiatives to reduce shipment defects and non-compliance, and driving continuous improvements.
7. Serve as primary interface with cross function teams in sales, product, program and tech for new project, product and system launches.
8. Be the Voice of the Sellers, and provide feedback to the team to improve performance and seller experience.
9. Provide regular performance metrics report focusing on seller contact and escalation experiences.
10. Build up the mechanisms for Call Center management and functional excellence support structure.

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

Chengdu, 51, CHN