Manager II

Manager II

Hyderabad / Secunderabad
7-10 years
Not Specified

Job Description

Job Description :
Support Ops currently caters to Fulfillment by Amazon (FBA) for NA marketplace. FBA is built around Amazon’s world class capability in ordering, fulfillment, transportation and Customer service. By leveraging our current scale and supply chain, FBA provides a low cost alternative for fulfillment and enables third party Sellers to rapidly grow their business. The FBA Support Ops team is a critical operational group that reviews Sellers’ financial and inventory related questions, provides coaching to Sellers on defects, and manages Jeff B and VP level executive escalations. We believe consistency is the foundation to the world class service we provide our Sellers, and Support Operations is at the center of ensuring consistent and fair evaluation of Seller requests.
Support Ops has a head start of 7 years into managing FBA operations, equipped with dedicated support teams like AA (Associate Advisors), QA (Quality Audit), L&D (Learning and Development), CP (Capacity Planning), Analytics & Tech. In 2019, the team launched its operations in Hyderabad, India and further expanded its global presence to China in 2020. This role requires a leader to lead all IN based support roles (AA, QA etc..) and act as a liaison between Operations & Support teams. If you are passionate about people, process and stakeholder management and are excited to take on new business challenges, this is the right role for you.
ROLE: In this role you will be a manager of L4 individual contributors, leading a total team of 30-50 employees in support based roles, and will own all aspects of people, process and stakeholder management. You will be responsible for establishing robust support mechanisms, tracking performance standards, identifying and leading process improvement opportunities, and drive collaboration among Operations & Support Teams. The candidate should possess strong written/verbal communication skills to effectively anchor discussions with leadership, ability to lead and motivate large teams, managing through ambiguous situations and a result driven focus within a production/contact center environment.
Operations - Support Management: The candidate needs to be able to drive results in a production environment. Must lead their team and stakeholders towards meeting 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.
Stakeholder Management and Communication: The candidate would need to interact with multiple stakeholders within India and globally and at times, would be required to influence and drive consensus between teams. The candidate would also be required to write high impact, clear and concise documents (Support Strategies, Business review documents, etc.).
People Leadership: The candidate would be responsible for creating mechanisms for employee growth and development. This would mean enabling L4 IC’s and creating strong succession plans. Will strike the right balance between effective delegation while maintain a strong connect with support associates through different communication channels (1:1 connects, Huddles, Open office hours etc..). Ability to scale on Support HC as per business needs.
Process Improvements, Automation, and Innovation: 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.
Basic Qualifications :
· Relevant experience of managing support based teams (30+) and manager of managers
· Strong communication skills, written and verbal. Experience of writing effective narratives
· Experience of Quality and Process improvement skills - Six Sigma/Defect reduction techniques/Gemba walks
· 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 metrics. Should be highly data driven
· Coaching and leadership skills that bring out the best of the team
Preferred Qualifications :
· Master’s degree or MBA
· Extensive relevant operations industry experience (4-6 years above)
· Extensive experience as a manager of managers with consistent top performance
· Internal only - A display of strong leadership principles over the last 2 OLR cycles
· Candidates with experience of managing large teams with multiple front-line managers (Fraud/Risk Management, Sales, Customer Service, Back-end operations)
· Exposure of working in a matrix environment

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