Manager, T4 Operations, T4

Manager, T4 Operations, T4

7-10 years
Not Specified

Job Description

Job Description :
Job summary
At, we strive to be Earth's most customer-centric company. To support this vision, we need exceptionally talented, bright, and driven people. If you would like to help us build the place to find and buy anything online, this is your chance to work hard, have fun, and make history.

Are you passionate about improving the quality of customer experience Do you thrive in a fast-paced environment in which you have the opportunity to influence change Would you like to enable change that drives business growth while protecting Amazon's Selling Partner experience

The Selling Partner Support (SPS) organization in Amazon provides world-class support to our global Selling Partners, and is looking for a Senior Manager to manage SPS T4 Operations. The SPS T4 Senior Manager is accountable to manage T4 Team Managers through various performance management tools.

The role is flexible to be positioned from any of the three locations: Bengaluru/Chennai/Hyderabad

Key job responsibilities
. Candidate should be willing to work in a 24.7 kind of work environment and should be flexible with shifts and week offs.
. Manages a team of 180 - 200 headcount within and/or across geographies consisting of team managers, supervisors and associates
. Has an in depth aptitude to do root cause analysis, with focus on specific detail and triggers, and derive key tactical and strategic actions and solutions to improve seller/customer experience
. Motivate employees to achieving the perfect seller interaction, service level agreements and targeted quality and productivity goals
. Coach and develop associates, supervisors and managers on career paths for internal promotion and job enrichment opportunities
. Identify system and process improvement opportunities which will directly influence the seller experience
. Facilitate programmatic transition to operational go live status
. Manage and coordinate change management initiatives
. Implement communications strategy across the site
. Participates in recruitment and selection activities including role modeling through hiring decisions and processes
. Manages performance and behavior of direct reports through effective 1:1 meetings, coaching and mentorship
. Maintains a positive and professional demeanor always portraying the site and company in a positive light and effectively managing sensitive issues.
. Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures . Degree Qualification in business or management desirable

About the team
Trouble Ticket Triage Team (T4) is a specialized team within Amazon Selling Partner Support (SPS), that focuses on resolving issues reported by SPS associates on behalf of Selling Partners. The team's mission is to provide quick turnaround of issue resolution as well as develop processes that empower associates and Selling Partners to self-resolve the issues without need of contacting T4 team.
Basic Qualifications :
  • 7+ years of experience managing a team of production executives
  • Experience using Microsoft Excel to manipulate and analyze data
  • Experience with roadmap strategy and definition
  • Experience using data and metrics to measure impact and determine improvements

. 7+ years of experience managing a team of production executives
. Experience using Microsoft Excel to manipulate and analyze data
. Experience with roadmap strategy and definition
. Experience using data and metrics to measure impact and determine improvements
. 9-10 years successful experience in Operations Management in a contact center environment
. Experience in managing large multicultural teams
. Demonstrated ability in developing and implementing new strategies and procedures
. Demonstrated ability in managing reporting and analysis
. Demonstrated ability to put team priorities into a larger business context and make difficult tradeoffs caused by new or changed business goals and/or resource reduction.
. Advanced knowledge of Excel is required for this role
. Strong presentation skills and the ability to motivate and inspire large groups of people are a must
. Project Management experience preferred
. Proven ability to make and implement decisions.
. Proven ability to build relationships quickly.
. Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives conduct root cause analysis refer to long term plans and goals prioritize key factors act decisively, promptly and confidently.
Preferred Qualifications :
. Demonstrated and proven track record in successfully managing a team in the current role or managing similar role (extended) for a minimum period of 1 year in Virtual Contact Center.
. Performance should be in good standing in last two performance cycles.
. Candidate should not be on any active performance or behavior related plan.
. Should have experience/willingness towards working in a virtual environment

Job Details

Employment Types:




About Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. By giving customers more of what they want - low prices, vast selection, and convenience - continues to grow and evolve as a world-class e-commerce platform. Amazon's evolution from Web site to e-commerce partner to development platform is driven by the spirit of innovation that is part of the company's DNA. The world's brightest technology minds come to to research and develop technology that improves the lives of shoppers and sellers around the world.

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