Job Description :
Manages a team of managers and overseeing a team of 250 employees.
Analyzes the key levers of the business to identify claim and bad debt trends and proactively take action to eliminate root cause seller/buyer performance defect and maintain trust in transaction on Amazon platforms.
Leverages Amazon industry-leading infrastructure, and develop new points of control to block fraud with minimal disruption of good selling activity.
Accountable for independent discretion based decisions, involving trade-offs with significant bottom-line impact.
Sets goals and is responsible for improvements in specific metrics for fraud prevention, user experience, and increased perception of safety for the site.
Accountable for Managing Business level escalations - with Customer interaction and reporting to Senior level Leadership in Amazon.
Basic Operations: The candidate needs to be able to drive results as in a production environment. Will be answerable to teams across sites and must lead his team and stakeholders towards meeting the operational metrics of quality, productivity and service levels.
Will be responsible for setting the goals and vision for the function(s) operating under the candidate. Should be able to head projects with various stakeholders that influence not only his team but the larger POE group as well.
Accountable for driving the Product Quality Ops strategy across Amazon at different forums.
People management: The Operations Manager would be responsible in creating mechanisms for employee growth and development throughout the organization. This would mean enabling the next level managers in creating succession plans and talent development. Will be an integral part of hiring people for the team, and other global functions within Amazon.
Will represent the team, including all managers in the appraisal process within Amazon. Will manage the organization structure for his entire team, so that it can deliver as per scale and future growth.
Process Improvements: As an Operations Manager, the candidate would need to drive innovation within the team, such that operational inefficiencies can be removed and existing procedures/SOPs be enhanced. Should be able to identify and lead projects across various teams, develop new metrics and drive creation of new tools for the same.
Networking: As an Operations Manager, there would be multiple internal and external stakeholders to interact with. The incumbent will have to drive common goals across various teams and set up effective communication across those teams. This result in organizational goal of POE Operations be driven through those teams as well.
. Manage a team of managers and an overall operations team of between 200 and 250 employees.
. Ensure high quality and high volume productivity within the jobholder's organizational units.
. Play a critical role in building management depth by providing guidance and mentorship to all levels of leadership within your organizational units, as well as serving as an outstanding role model.
. Develop employees and their skill sets to expand the team capabilities and provide growth opportunities for future Amazon.com leaders including application of succession planning at all levels across all teams.
. Manage and execute for defined metrics and quality, maintain clear metrics on our investigation handling volumes, performance, and decision quality.
. Achieve operational excellence and drive process improvement in our service level agreements (SLAs) for all processing activities.
. Analyze the key levers of the business to identify bad debt trends and proactively take action to eliminate root cause defects.
. The manager's success will be measured by their ability to drive operational efficiencies across all processing areas whilst improving internal and external customer experience.
. Keys to success in this role include exceptional leadership, analytical, managerial, interpersonal, and project management skills. This role blends operations, product management, customer service, global strategy, finance, and usability.
Basic Qualifications :
. 13+ years' experience in operations management
. 6+ years of people management experience
. Experience interpreting data to make business recommendations
. Experience leading an operational organization for minimum 15+ years.
. Relevant experience of managing large teams. Proven experience of managing and developing two levels of management and their direct reports
. Proven experience across the domain of Risk Management & Fraud.
. Proven track record of driving change and innovation
. Demonstrated ability to manage and develop large high performance teams.
. Excellent written and verbal communication skills both remotely and face to face.
. Proven evidence of success in operational management, operational enhancement and operational change.
. Graduate or an equivalent
. Deep understanding of principles of HC Planning and workforce management.
Preferred Qualifications :
. Should have the exposure of managing large teams.
. Expert level in org. wide -initiatives that deliver direct business impact World Wide.
. Should know how to articulate, both in documentation and speech.
. Quality initiative skill - Six Sigma defect reduction techniques,
. Extensive relevant operations industry experience (12 years above in leadership role)
. Proven experience across the domain of Risk Management & Compliance operations. Proven track record of driving change and innovation
. Proven ability to understand and manage complex systems
. Strong ability to source and analyze data to drive business strategies and decisions. Should be highly data driven
. Coaching and leadership skills that bring out the best of the team