Operations Manager, Buyer Abuse

At Amazon, we're working to be the most customer-centric company on earth. We are looking for talented and motivated people. If you'd like to help us build the place to find and buy anything online, this is your chance to make history. We are looking for an leader who is passionate to deliver best in class Customer Experience, who thinks and acts globally, and one who has the ability to invent and simplify processes.

Buyer Abuse team is seeking Operations Manager to manage a team of managers and overseeing a team size of 150+ employees. We're looking for a leader that will take ownership and drive change in a dynamic global business environment. It is expected the individual will ensure Buyer Abuse process stay ahead of risks associated with growth in areas of process design, internal control effectiveness, system integration, and other relevant fields. This individual must be eager to dive deep into processes and have a proven record of delivering process efficiency. The preferred candidate will have outstanding auditing skills, problem solving skills, process and system knowledge, and customer service passion.

Key job responsibilities

Following will be key roles and responsibilities:

Basic Operations: - Responsible for site operations and delivery on key business metrics of quality, productivity and service levels in a production environment

Work closely with the global program owners to design and deploy business strategies

Responsible for setting the goals and vision for the function, works with Ops Analytics and global operations to identify & baseline the functional goals.

Build a deep functional knowledge to deliver on the service standards with highest precision.

People management:

Responsible for creating employee growth and development mechanisms. Enabling the next level managers in creating succession plans and talent development.

Responsible for creating employee engagement and development strategy for the site.

Will be an integral part of hiring for the team and other global functions

Will manage the organization structure for his entire team, so that it can deliver as per scale and future growth.

Will represent the team, including all managers in the appraisal process.

Process Improvements:

Build deep business & domain knowledge to partners with program owners to identify process/ tool & SOP gaps and recommend solutions.

Identify and lead projects across various teams, develop new metrics and drive creation of new tools.

Partner with support functions such as WF/Ops Analytics team to drive operational excellence and process improvement.

Drive innovation within the team to improve operational efficiencies and customer experience

Networking:

Drive organizational goal by working with multiple internal and external stakeholders.

Drive common goals across various teams and set up effective communication channel

A day in the life

The person should be an innovative, results driven professional with solid people skills and a problem solving capability. He or she will be responsible for driving global strategy and initiatives. He / she will collaborate with key business partners and stakeholders to identify improvement opportunities. The key to success in this role is the ability to understand the vision and make independent decisions with sound judgment to manage their teams to attain that vision. This individual should also be viewed as a change manager who has the ability to build right mechanisms to support any organizational change and influences teams.

Basic Qualifications

10+ years of operational and/or retail management experience

6+ years of team management experience

Experience using data to influence business decisions

Experience across the domain of risk management & fraud

Knowledge of principles of HC Planning and workforce management

Demonstrated ability to manage and develop large high performance teams.

Proven track record of driving change and innovation

Preferred Qualifications

3+ years of managing medium to large size cross functional teams experience

Knowledge of and proficiency in Excel and SQL

Experience with Lean or Six Sigma analytical techniques

MBA in operations, supply chain or logistics

Proven ability to understand and manage complex systems

Extensive experience as a manager of managers with consistent top performance

Demonstrate ability to influence, manage, and present ideas via clear written and verbal communication.

Understanding of Lean and Six Sigma and demonstrate familiarity with technical systems

Possess exceptional leadership, managerial, interpersonal, analytical, data mining and project management skills

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